Common Issues & Solutions

Having trouble with QR codes, visit recording, or reward claiming? Here are the most common issues and their simple solutions.

QR Code Scanning Problems

QR Code Won't Scan at All

🔍 Most Common Causes:

Poor lighting - QR code too dark or too bright
Camera focus issues - phone can't focus on the code
QR code too small - less than 2x2 inches
Damaged QR code - smudged, torn, or low-quality print

✅ Quick Fixes:

Move to better lighting - avoid direct sunlight or dark areas
Hold phone steadier - wait 2-3 seconds for focus
Try different distance - 4-8 inches usually works best
Clean your camera lens - wipe with soft cloth
Ask for fresh QR code - business may have backup copies

Visual guide showing proper QR code scanning technique and distance

Phone Camera Doesn't Recognize QR Codes

📱 Phone-Specific Solutions:

iPhone:

✅ Use built-in Camera app (not third-party apps)
✅ Enable QR scanning in Settings → Camera → Scan QR Codes
✅ Update iOS to latest version
✅ Point camera at code and wait for notification popup

Android:

✅ Use Chrome browser or Google Camera app
✅ Enable camera permissions for browser
✅ Try Google Lens if built-in scanning doesn't work
✅ Download QR scanner app as backup option

Older Phones:

✅ Download dedicated QR app (many free options)
✅ Check app permissions for camera access
✅ Try different QR apps if first one doesn't work

QR Code Scans But Nothing Happens

🔗 Link Issues:

✅ Tap the notification that appears at top of screen
✅ Check internet connection - need WiFi or mobile data
✅ Try scanning again - sometimes takes two tries
✅ Open link manually if you can see the URL

Browser Issues:

✅ Clear browser cache and cookies
✅ Try different browser (Chrome, Safari, Firefox)
✅ Disable ad blockers temporarily
✅ Check if popup blocked - allow popups for clientify.app

Flowchart showing steps to resolve QR scanning issues

Visit Recording Problems

Visit Not Recording When QR Code is Scanned

⏰ Daily Limit Reached:

Problem: You can only record 1 visit per business per day
Solution: Wait until tomorrow to record another visit
Check: Look for "Already visited today" message
Reset time: Midnight in your local time zone

📍 Wrong Location:

Problem: System detects you're not at business location
Solution: Make sure you're physically at the business
GPS issues: Try moving closer to building/entrance
Indoor problems: WiFi connection can help with location

🔄 Technical Issues:

Refresh the page after scanning QR code
Check internet connection - visit recording requires online access
Try scanning again - sometimes needs multiple attempts
Clear browser cache if problems persist

Common visit recording problems and their solutions

Customer QR Code Expires Too Quickly

⏱️ 30-Second Timer:

Why it expires: Security feature prevents code reuse
Solution: Generate new code immediately before showing staff
Process: Tap "Record Visit" → Show QR code right away
Don't pre-generate: Create code only when ready to scan

👥 Staff Training Issues:

Educate staff: They need to scan quickly once you show code
Backup method: Ask if they can manually record visit
Business owner: Can add visits manually in dashboard
Try again: Generate fresh code if first attempt fails

Reward Claiming Problems

Reward QR Code Not Working

🎯 Code Generation Issues:

✅ Check card status - must show "Reward Ready"
✅ Verify visit count - ensure you have required visits
✅ Generate fresh code - don't reuse expired codes
✅ Show immediately - codes expire in 30 seconds

🏪 Business Processing Issues:

✅ Ask staff to try again - scanning might have failed
✅ Check business internet - they need connection to verify
✅ Show business owner - they can manually process reward
✅ Screenshot your progress - proof of completed card

🔒 Already Claimed:

✅ Check reward history - may have been processed already
✅ Look for new card - should auto-create after claiming
✅ Contact business if you didn't receive reward
✅ Email us with details if there's an error

Step-by-step visual for successful reward claiming

Business Can't Process My Reward

👨‍💼 Staff Training Issues:

They don't know how: Ask for manager or business owner
Wrong QR scanner: They need to use web browser, not app
Expired code: Generate fresh reward QR code
Internet problems: Business WiFi might be down

📋 Manual Processing Options:

Business dashboard: Owner can manually mark reward as claimed
Call business owner: Staff can contact owner for help
Show progress: Prove your card is complete with screenshots
Come back later: Try when owner or trained staff available

🔑 Password Problems:

✅ Try password reset - click "Forgot Password" link
✅ Check email spelling - make sure it's exactly right
✅ Look in spam folder for reset emails
✅ Wait 5 minutes between reset attempts

📧 Email Issues:

✅ Check multiple email accounts - might have used different one
✅ Search for "Clientify" in all email folders
✅ Try common variations of your email (gmail vs work email)
✅ Create new account if you can't recover old one

🔒 Account Lockout:

✅ Wait 30 minutes before trying again
✅ Clear browser cache and cookies
✅ Try different browser or incognito mode
✅ Contact support if still locked out

Visual guide for resolving login and password issues

Lost My Progress/Cards

📱 Device Changes:

New phone: Sign in with same email/password
Different browser: Progress syncs automatically when signed in
Cleared data: Your account data is saved on our servers
Still missing: Check if using correct email address

🗃️ Archived Cards:

Check archived section in your dashboard
Unarchive cards if needed
Look in card history for completed programs
Search by business name if you can't find specific card

Business-Specific Issues

My QR Code Isn't Working for Customers

🖨️ Printing Issues:

✅ Print larger size - minimum 2x2 inches, 4x4 recommended
✅ High contrast - black QR code on white background
✅ Quality printing - avoid fuzzy or pixelated prints
✅ Flat surface - no curves, wrinkles, or lamination glare

📍 Placement Problems:

✅ Good lighting - avoid dark corners or bright reflective surfaces
✅ Eye level - easy for customers to see and scan
✅ Protected from damage - weather, spills, wear and tear
✅ Clear instructions - "Scan to join our loyalty program"

🔧 Technical Issues:

✅ Test scan yourself - make sure it works with your phone
✅ Try different phones - iPhone and Android compatibility
✅ Check program status - ensure loyalty program is active
✅ Download new QR code from dashboard if needed

Customers Say They Can't Join My Program

⚙️ Program Settings:

✅ Check program status - must be "Active" not "Paused"
✅ Verify subscription - business account must be paid up
✅ Review program details - ensure everything looks correct
✅ Test join process yourself with different phone

📊 Plan Limits:

✅ Check customer count - might have reached plan limit
✅ Upgrade plan if at maximum customers
✅ Review plan features in business settings
✅ Contact us for plan clarification

Common business QR code problems and solutions

Payment & Subscription Issues

💳 Credit Card Issues:

✅ Check card details - number, expiry, CVV correct
✅ Try different card - some cards block online subscriptions
✅ Contact bank - they might have flagged the transaction
✅ Check available balance - ensure sufficient funds

🌐 Browser/Technical Issues:

✅ Try different browser - Chrome works best
✅ Disable ad blockers - can interfere with payment forms
✅ Clear browser cache - old data might cause conflicts
✅ Use incognito/private mode - eliminates extension conflicts

Subscription Canceled But Still Being Charged

📅 Billing Cycle Understanding:

Cancellation timing: Takes effect at end of current billing period
Immediate cancellation: Not available, but service continues until paid period ends
Refund policy: Contact us for specific refund requests
Confirmation: Check email for cancellation confirmation

💰 Billing Support: