What to do if a QR code won't scan

QR codes are tough, but scanning can fail for everyday reasons. Try these in order.

Quick fixes

1. Clean the code. Wipe off dirt, water or sun cream with a soft cloth.
2. Add light. Move somewhere brighter, or turn on the phone's torch.
3. Change distance. Hold the phone 10 to 20 cm away and let the camera focus. Move slowly closer or further.
4. Avoid glare. Tilt the card slightly so light does not reflect straight into the lens.
5. Use the plain camera app. Modern iPhones and Android phones scan QR codes from the standard camera. No extra app is needed. If nothing happens, check that QR scanning is enabled in the phone's camera settings.
6. Try another phone. This tells you whether the problem is the code or the camera.

Tap it instead

Your card or bracelet also has an NFC chip. Hold the top of a phone flat against the product and keep it still. The same emergency page opens as with the QR code. This is a useful backup in poor light.

If the code is damaged

Scratched, faded or cracked codes may never scan reliably. Open a support ticket in the app from Settings, then Support, then Support tickets, and describe the damage. We will arrange a replacement. Your profile is safe in your account. A new product just links to it. See Lost or damaged card or bracelet.