Troubleshooting: QR Code Not Scanning
Your Shelf QR label won't scan? Here are the most common causes and how to fix them — from camera permissions to damaged labels.
If you're trying to scan a Shelf QR code and it won't register, work through these checks in order. Most scanning issues resolve within the first three steps.
1. Check camera permissions
Your browser needs camera access to scan QR codes. If the camera feed doesn't appear:
- iOS Safari: Settings → Safari → Camera → set to Allow
- Android Chrome: tap the lock icon in the address bar → Permissions → Camera → Allow
- Desktop Chrome/Edge: click the camera icon in the address bar and allow access for
app.shelf.nu
After granting permission, reload the page and try again.
2. Clean the QR code
Dirt, scratches, faded ink, or a crumpled label can make a QR code unreadable. Wipe the label clean and try again. If the label is physically damaged beyond recovery, see step 4 below (text-input fallback).
3. Improve lighting and angle
- Hold the phone 10–15 cm from the label
- Avoid glare — tilt the label slightly if it's glossy or laminated
- Ensure the entire code is in frame (don't crop the quiet zone — the white border around the code)
- If you're in a dark environment, turn on your phone's flashlight
4. Try the text-input fallback
The Shelf scan page has a text field above the camera feed. If the camera won't read the code, you can type the code ID manually and press Enter:
- The QR ID is printed under the QR code on the label (e.g.
clxegnjcm005b11tn2cszkw6c) - If your labels show a SAM ID instead (e.g.
SAM-0042), type that — both are searchable
This bypasses the camera entirely.
5. If the label is destroyed — recover via Quick Find
If the label is physically gone (ripped off, melted, paint-covered), you can still find the asset:
- Open Quick Find (⌘K or the search bar)
- Type the asset name, SAM ID, or QR ID — whichever you remember or can read from a partial label
- Open the asset page
- Click Actions → Relink QR Code to associate a new physical label with the same asset record
No data is lost. See QR Code Swapping for the full relinking workflow.
6. "Barcode scanning disabled" message
If you see a message saying barcode scanning is disabled, your workspace admin may have restricted scanning permissions for your role. Contact your workspace owner or administrator to check your role's scanning permissions.
See User Roles and Their Permissions for the full permission matrix.
Still stuck?
Contact support with:
- Your device and browser (e.g. iPhone 14, Safari 17)
- A photo of the label you're trying to scan
- The error message (if any) or a screenshot of the scan page
We'll help diagnose from there.
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