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QR Scans Missing or Not Tracked

Symptom: No QR code on delivered mailer​

  1. Find the design the order was sent with: open the order under Reports → Orders (Details) and follow its design or message link, which opens the creative it belongs to. QR codes are set on a creative's message (the back), not on its front.
  2. Open the creative and go to its message step. Confirm a QR code is added and its destination URL is set and valid.
  3. If the order was sent to a mailing list, check the list's Tracking URL too (Advanced settings on the list).
  4. Preview the creative or the order - if no QR code appears in the preview, it won't appear on the printed piece. MagnaCards don't carry a QR code.

Symptom: Scan happened but no email/text notification received​

  1. Open Settings → Profile (click your name in the top right, then Profile). In the Contact Information card, confirm Email on QR Scan is on and your email address is correct.
  2. For text notifications, confirm Text on QR Scan is on and a Phone Number is saved in the same card. Click Save Changes after any change.
  3. For mail sent from a subaccount, scan notifications go to that subaccount's email and phone, set under Settings → Sub Accounts (from the main account).
  4. Check your spam folder.
  5. Confirm the scan registered: it appears under Recent scans on Reports → Analytics, and the person is added to the All QR Scans list under Mailing Lists. If it's listed there but you got no notification, it's a notification configuration issue.

Symptom: Scans don't appear on the Analytics page​

The Top scan rates figures on Reports → Analytics are compiled overnight, so a scan from today shows in the totals from tomorrow. Recent scans on the same page, and the All QR Scans list, show scans as they come in. Analytics always covers your whole account, including every subaccount.

Symptom: QR scan webhook not firing​

  1. Open Settings → Webhooks (from the main account) and confirm a webhook of type QR Code Scan Notification exists.
  2. If the webhook has a Mailing List or Subaccount chosen, it only fires for scans on mail sent to that list or from that subaccount. Set them to None to receive every scan.
  3. Verify the endpoint URL is publicly accessible (not localhost or behind a VPN).
  4. Use Send Test in the webhook's menu to fire a test event.
  5. Check your endpoint logs - if requests arrive but fail, ensure your endpoint returns a 2xx response.