What to do if the scanner won't read
Camera permission, Safari on iPhone or search by name: there's always a way.
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1
If you see “Tap to turn on the camera”, tap the black screen: some phones need a tap before the camera starts.
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2
If it says it couldn't open the camera, allow it. In Safari on iPhone: aA → Website Settings → Camera → Allow. Then tap Try again.
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3
Turn up the brightness on the customer's phone and pull the camera back a little until the QR code fits in the frame.
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4
If it still won't read, search for them below by name, email or phone and open their profile.
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5
If you use a counter barcode reader, tap I have a barcode reader (no camera): the reader types the pass's 12-digit number and opens the profile.
What if…?
It says the QR code isn't from an elay card
You're scanning a different QR code, like the one on your counter poster. Ask the customer to open their pass in Apple Wallet or Google Wallet.
It says the card wasn't found in your business
That pass belongs to another business using elay, or to another account. Search by name to check.
Why doesn't the camera work on my computer?
The browser needs camera permission for elay.app. If the computer has no camera, use search or a barcode reader.