Troubleshooting QR Code sign in/out

Enabling QR Code Reader on your mobile

In some phones you have to turn the option on (to scan a QR code)

“If your iPhone won’t scan a QR code, here are a few possible reasons why:

  • Your Apple device isn’t running iOS 11 or later.
  • If your device is unable to run iOS 11 or later, you can download a third-party app to scan QR codes. You can also update your iOS version.”

“If your galaxy won’t scan a QR code, you can switch on QR code reader by :

  • going to settings > app settings > camera
  • switch on QR codes
  • If your device is unable to switch on QR code reader, you can download a third-party app to scan QR codes.

Trobleshooting 6 digit contactless sign in/out

Parent 1 : Once logged in you will see your children in the “Sign In /Out” section, above their enrolments.

Parent 2 & authorised contacts: Once logged in you will see the, children you are authorised to collect, in the “Sign In /Out” section.

If You Can’t See the Sign In/Out Childrens section

Parent 1: Some parents are telling staff “I log in, I choose my child’s name and then it takes them to the page that has all our PIN numbers

If Parent 1 is taken to the page of PINs, post selecting your child’s name, then you selected your child’s name from the enrolment section. There should be a “Sign In/Out Children” section above enrolments on the main home page.

If you cannot see the “Sign In/Out Children section”;

  • Service to check if contactless is disabled (Accounts -> Setup Org). If a centre has disabled contactless no emails are sent or links made
  • Service to check if children are on the rolls for today and parent/carer is authorised to collect the children.
  • Parents to check;
    • You are authorised to collect these children
    • your mobile has the latest technology (operating system and internet browsing apps up to date). You may have to update the operating system and/or update your apps.
    • you are using firefox, chrome or safari to browse the internet. Firefox and Chrome can be downloaded for free, safari comes with all things Apple.
    • Your internet signal is strong

Can’t enter the Sign In/Out code

If you have selected the child, and you are trying to enter today’s code and are not able to, check you have first ticked “Confirm” and entered any other data requested.

What Email address are you using to login?

Ask the service to check that the email address Parents/carers are logging into the portal with, are the same as those stored in the relevant email fields in SmartCentral (linked to the child).

If a Parent 1 email address is changed you need to select “create user account” to link the new email to the child.

If Parent 2 or an authorised contact is changed, they should automatically receive an invite to the portal with the new email address, provided Contactless is not disabled in Accounts -> Setup Org.

Previous email addresses used, will still be retained, but will no longer show the “Contactless Sign In/Out Children” section.

Further Support

if both staff & parents have checked all of the above and still can’t see the Sign In/out Children’s section on the parent/carer’s device, please provide;

  • screenshots of what you do see
  • your device make & model,
  • your login email address and
  • password to support (, so our support & development teams can trouble shoot it further.