This article provides step-by-step guidance for troubleshooting QR code sticker issues with the Scan Pay Wash feature. Customer complaints typically fall into two categories: QR codes that scan successfully but display non-functional payment screens, or QR codes that aren't recognized by the app at all. Follow the appropriate troubleshooting path based on the symptoms reported.
Issue Type 1: Payment Screen Not Functioning After QR Code Scan
When customers report that they've successfully scanned a QR code, but the payment entry screen doesn't work properly (such as an unresponsive "PAY $5.75" button), follow these steps:
Initial Diagnostics
Test the QR code link: Scan the QR code yourself to verify it generates the proper URL format: scanpaywash.speedqueen.com/qr/[code].
a. This is able to be performed by opening the location in Insights/ Command web portal and then clicking Locations > List and downloading the QR codes on the right side. Then try scanning the QR code to reproduce the issue.
Confirm that Google pay or Apple pay are options present. Also, please confirm that the pay button at the bottom is not able to be interacted with.
Resolution Steps
If the payment button is not able to be interacted with, escalate to the development team. The access token wasn't applied properly, and the ticket will need to be escalated.
Information to Collect for Escalation
If escalation is necessary, gather the following details:
Try to determine if the issue is with a specific QR code, or if it affects all QR codes.
Customer's phone model and OS.
Issue Type 2: QR Codes Not Being Recognized
When customers report QR codes that won't scan or display errors like "Try another machine" or route to the SPW webpage without identifying the facility or machine number, the issue is typically related to node number mismatches or defective QR code data.
Step 1: Determine Scope of Issue
Ask the customer whether the problem affects:
All machines at their location, or is it just affecting specific machines?
Step 2: Troubleshoot All-Machine Issues
If all machines at the location are affected, this usually indicates a gateway configuration problem:
Check machine node numbering: Verify that each machine has the correct node number assignment.
Look for duplicate node numbers: A common configuration problem is when all machines show the same node number (e.g., all displaying as node 250).
Verify node numbers onsite: Ask the customer to confirm that the node numbers displayed in the app match the actual physical machines at their location.
Step 3: Correct Node Number Assignments
If node numbers are incorrect, choose one of the following methods to reassign them:
Option 1: Have owner or tech use IR device to reassign node numbers onsite in combination with desktop software.
Option 2: If it's a small number of mis-noded machines such as 5 or fewer, you can re-node via gateway diagnostics page.
Step 4: Address Specific Machine Issues
If the issue persists after correcting node numbers, or if only specific machines are affected, the QR codes on the decals may be defective:
Verify that the affected QR codes lack proper QR identifier data.
Escalate to determine whether replacement decals are needed.
Quick Reference Guide
Symptom | Most Likely Cause | First Step |
|---|---|---|
Payment button unresponsive | Payment token issue | Try to replicate and then verify with developers. |
"Try another machine" error on all machines | Node number configuration problem | Check gateway configuration for duplicate node numbers. |
QR code not recognized on specific machines only | Defective QR code decals | Verify node numbers first, then escalate for replacement decals. |