Why won't the camera open when I try to scan?

The app uses the device's own camera to scan tickets, and the browser asks permission the first time. If permission was refused — often by tapping the wrong button while distracted — the camera will not open again until it is granted.

The app tells you which has happened: Camera Access Needed means permission has not been given yet, and Camera Access Denied means it was refused.

If access has not been given yet

1. Tap Open Camera.
2. When the browser asks, allow camera access.

If access was denied

The browser remembers a refusal, so it has to be changed in the browser's settings for your site.

On an iPhone or iPad, in Safari:

1. Open Settings > Apps > Safari > Camera.
2. Set it to Ask or Allow.
3. Return to the app and tap Try Again.

On Android, in Chrome:

1. Tap the icon at the left of the address bar.
2. Tap Permissions.
3. Turn Camera on.
4. Tap Try Again.

On a computer:

1. Click the icon at the left of the address bar.
2. Allow camera access for your site.
3. Reload the page.

Note: If the app is installed to the home screen, permission belongs to the installed app. Granting it in the browser separately may not carry across — open the installed app and grant it there.

Keep the door moving

Do not hold up a queue over a camera permission. Tap Search by name and check guests in from the attendee list instead, then fix the permission afterwards. See Checking in a guest by searching for their name.

The camera opens but will not read the code

Bright sunlight, a dim phone screen, a cracked screen, or a creased printout can all defeat a scan. Ask the guest to raise their screen brightness, or check them in by name.

Related articles:

• Checking in a guest by scanning their ticket
• Checking in a guest by searching for their name