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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. Most QR codes are set on a creative's message (the back). A QR code on the front comes from a Street View design's QR code URL, or from a QR code printed in your uploaded design.
  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: The QR code in my uploaded front design isn't counting scans​

A QR code that is part of your uploaded artwork prints as part of the image and isn't tracked on its own.

  1. Open the creative and go to its Front step. If it shows a Tracked QR code panel (and the creative's card shows a Tracked QR badge), the code is tracked, and the panel shows where scans go.
  2. If there is no panel, the code isn't tracked. Upload the design again and click Make it tracked when the wizard finds the code. See Tracking a QR code already printed in your design.
  3. If it was tracked before, check whether the front's image was replaced since then (a new upload, a Canva design, an inspiration, or an image update through the API or an AI assistant). Replacing the image drops the tracking. Make the code in the new image tracked again.
  4. Pieces printed before you made the code tracked carry the code from your artwork, so their scans can't be counted.
  5. If the wizard doesn't offer to track the code, check that the code holds a web address (a phone number or Wi-Fi code can't be tracked) and that the front is a postcard, notecard, MagnaCard, or gift card using your own image. Letters, shared designs, Street View designs, and ThanksAI Studio designs don't offer it.
  6. If phones can't scan the code in your design at all, it may have been drawn by an AI image tool and only look like a QR code. Upload the design again: the wizard opens We found a QR code we couldn't read, where you choose where scans should go and click Replace it to print a working, tracked code over it.

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: A scan isn't on the Lead Board​

  1. Check which account is active in the sub-account switcher at the bottom of the sidebar. While a subaccount is active, the Lead Board shows only cards from that subaccount's mail. Switch to the main account to see every card.
  2. Look in every column, not just New. A repeat scan never moves a card, so a piece you already moved stays where you put it, with an updated last scan time.
  3. Each column shows its most recent cards (200, or 50 in Done). If the column says older cards aren't shown, the card may be past that limit.
  4. When the board was set up on your account, it was filled with the scans from the 30 days before. Scans older than that are in Reports → Analytics and the All QR Scans list, but not on the board.
  5. The board has one card per mailed piece. If someone scanned two pieces mailed to the same address, look for two cards.

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.