FAQ about scanning
Are you facing questions or issues? This article provides a few easy solutions for frequently asked questions about the scan app.
I can't log in to the Paylogic Scanning app.
If you receive an error message when logging into the scan app, this could be due to various reasons. First, check if your smartphone or tablet is connected to the internet. You can quickly see this from the synchronization icon in the top right corner. If there is a strikethrough on it, the Scanning app is offline. Connect to the internet via Wi-Fi or 4G. Also, make sure you have the latest version of the Paylogic Scanning app. You can check this in the Google Play Store or Apple Store.
Additionally, it is important to have the correct login credentials for the operation. Refer to this article on creating an operation.
I forgot my password.
You can change the passwords of scan users in the Backoffice under Scanning → users. See step 1 of this article.
The Paylogic Scanning App asks for a scan URL, what is this?
The scan URL is the QR code generated per scan user when creating a scan operation. You can find this in the scan operation in the back office. Scan the QR code by clicking on the pink button at the bottom in the scan app. More information can be found in this article.
During scanning of a ticket, I receive the message Not Allowed.
When you receive the "not allowed" message during scanning, it could mean two things:
- The ticket or product is checked at another entrance in the scan operation.
- The ticket is not assigned to an entrance and session in the scan operation.
Therefore, check the scan operation to ensure that the product is correctly configured. More information can be found in this article.
Can I scan with both a laptop and smartphone during an event?
Using a laptop and a smartphone at the same time for scanning is possible as long as both devices are connected to the internet.
I am logged in with an admin user but cannot view the scan statistics.
If this is the case, you may have already logged into the same scan operation with a scan user. At that moment, the app loads the data with these permissions. If you still want to use the Admin user's permissions, you need to remove the operation first. You can do this by closing the scan operation and deleting the operation from the scan app's home screen. On Android, long-press the operation to delete it, and on iOS, swipe left to delete it. The app will download everything again with the new permissions when logging in with the Admin user.
If your questions have not been answered or you need more information, please contact us via the button below.
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