The scanner needs permission to use your camera. Most camera problems come from a blocked permission, another app holding the camera, or a device without one.
What does the scanner say?
- Starting camera…: wait a moment while it opens.
- Camera access is blocked. Allow the camera in your browser settings to scan cards. Permission was refused.
- No camera found. Scanning cards needs a camera. The browser could not open a camera.
How do I fix a blocked camera?
- Tap Enable camera. The browser asks again if it still can.
- If nothing happens, open the browser’s site settings for the Fidelia page and set Camera to Allow.
- On iPhone, also check Settings, then your browser, and make sure Camera is allowed. On Android, check the app’s permissions for Camera.
- Reload the scanner and try again.
What if it says no camera was found?
- Close other apps or tabs that may be using the camera, such as video calls or another scanner.
- Reload the page.
- Try a different browser on the same device, or another phone or tablet.
- Check that the camera is not covered and the lens is clean.
Tips for a quick read
- Hold the phone steady, about the width of a hand from the screen.
- Ask the customer to turn the wallet card’s brightness up.
- Avoid glare on the customer’s screen.
- Keep the QR code inside the corner marks on your screen.
The scanner reads the QR code and the other barcode formats Apple Wallet and Google Wallet cards can show.
Still stuck?
If scans are read but refused, see why a scan is refused. For the normal flow, see stamping a customer.