Barcode Scanner Not Working

If the ticket scanner isn't recognizing QR codes, try these steps.

Check Camera Permissions

The scanner needs access to your device's camera. If you see a permission prompt, tap Allow. If you've already denied it, you'll need to enable it in your device settings:

On iPhone or iPad:

Open the Settings app.
Scroll down and tap Maestro.
Toggle Camera on.

On Android:

Open the Settings app.
Tap Apps (or Apps & Notifications).
Find and tap Maestro.
Tap Permissions, then tap Camera and select Allow.

Clean Your Camera Lens

A smudged or dirty lens can prevent the scanner from reading QR codes clearly. Wipe it with a soft cloth before scanning.

Improve Lighting

The scanner works best in well-lit conditions. If you're in a dim area, tap the flashlight icon in the top corner of the scanner screen to turn on your device's flash.

Ask the Customer to Adjust Their Screen

If the customer is showing a digital ticket on their phone, ask them to:

Turn up their screen brightness.
Remove any screen protectors or cases that might cause glare.
Hold their phone steady.

Use Manual Entry

If the QR code still won't scan, tap the manual entry icon in the top corner of the scanner screen. This lets you type in the ticket code using your keyboard instead.

Still Not Working?

If none of the above steps help:

Force close and reopen the app. This re-establishes the camera connection.
Restart your device. A full restart can resolve camera hardware issues.

If the problem continues, reach out to Marching Maestro support. In the app, tap your avatar in the top-right corner, then tap Contact Support. On the website, tap the chat icon in the bottom-right corner.