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QR Scans Missing or Not Tracked

Symptom: No QR code on delivered mailer​

  1. Open the Message Template used for that order - QR codes are configured in the Message Template, not the Image Template.
  2. Confirm the QR code option is enabled and a destination URL is set.
  3. Preview the mailer in the dashboard - if no QR code appears in the preview, it won't appear on the printed piece.

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

  1. Go to Account Settings → Notifications and confirm QR scan email notifications are enabled.
  2. For text notifications, confirm Send Notify Text on QR Scan is on and a phone number is saved.
  3. Check your spam folder.
  4. Confirm the scan registered in the Global Scan List - if it's listed there but you got no notification, it's a notification configuration issue.

Symptom: QR scan webhook not firing​

  1. Confirm you subscribed to the QR Code Scans event type in your webhook configuration.
  2. Verify the endpoint URL is publicly accessible (not localhost or behind a VPN).
  3. Use the dashboard Send Test to fire a test event.
  4. Check your endpoint logs - if requests arrive but fail, ensure your endpoint returns a 2xx response.