Contacting support

Check whether the problem is only yours

A code that stopped working for everyone at once and a code that fails on one phone need different messages. Five minutes of checking decides which one you are writing, and that decides how fast it gets handled.

Reviewed August 20, 2026

Steps

1. Scan a second code from the same workspace. If that works, the problem is one code rather than the platform.
2. Try another device on another network, so a cached page or one broken handset cannot mislead you.
3. Open the destination directly in a browser, skipping the code entirely.
4. Note the exact time with its time zone and the region you scanned from.
5. Write down what changed just before: a fresh export, an updated destination, a DNS change or a new API key.

How to check it worked

You can state, in one sentence, whether one code is broken or many are — and whether it started at a moment you can name.

What usually goes wrong

• Reporting a single failing scan as an outage, which sends it to the wrong queue.
• Testing only on the phone and network where the problem appeared.
• Not recording the time, so nobody can find the request in the logs afterwards.