Troubleshooting & FAQs
This page provides a concise path to diagnose common issues in BaseQR and answers frequently asked questions. Use the triage steps in order, then verify fixes with a quick scan test and GA4 Real-Time where applicable.
Quick triage by symptom
Scans fail to open or resolve to the wrong page
• Confirm the code is Active.
• Open the code in BaseQR and verify the destination URL is correct and uses HTTPS.
• Scan on iOS and Android over Wi-Fi and cellular; avoid testing screenshots or scaled mockups.
• If downstream pages are slow/unavailable, temporarily point to a lightweight page using Dynamic Destinations; retest, then restore when healthy.
• If redirects are used, ensure UTMs persist through all hops.
Low or inconsistent scan rates
• Recheck final artifact for size vs. viewing distance, quiet zone, and contrast; increase size and improve background if needed.
• Validate placement context (dwell time, glare, curvature).
• Test in bright, dim, and mixed lighting on recent iOS and Android devices.
UTMs missing or GA4 doesn’t match BaseQR
• Scan and inspect the final URL; confirm utm_source, utm_medium, utm_campaign (and optional utm_content/utm_term).
• Verify that redirects, CDNs, or link tools do not strip or duplicate UTMs.
• Normalize casing (lowercase) and keep the UTM pattern stable mid-campaign.
• Expect differences: BaseQR counts Total Scans; GA4 counts sessions after page load and may filter traffic. Compare trends and rates.
Bulk import/create/update errors
• Start from the current Bulk Import Template (CSV, UTF-8, single header row).
• Validate HTTPS destination URLs and UTM formatting before upload.
• Fix only the failed rows reported by validation and re-import.
Export issues (assets or reports)
• Assets: prefer SVG for print; if raster, export PNG/JPG at sufficient pixel dimensions for the final size.
• Reports: confirm date range and optional campaign filter; choose the correct report type (Total Scans, Devices, Locations, Time Patterns).
Access, seats, or invitations
• Invitations require available seats and must be sent by an Admin.
• Check Account → Billing for plan and seat status (Starter 1 seat • Pro 5 seats • Enterprise 10 seats).
Service availability questions
• Review the Uptime Status page for current status and incident notes.
• During downstream issues on your site/app, use Dynamic Destinations or set codes Inactive until resolved.
Preventive checks (before launch or major changes)
• Run the Pre-flight Checklist on the final printed/digital artifact.
• Keep utm_campaign identical to the campaign name; apply the agreed UTM conventionconsistently.
• Add goals, placements, audience/regions, and your UTM plan to the campaign descriptionfor team alignment.
FAQs
Can I change a destination after printing?
Yes. Use Dynamic Destinations to update the URL without reprinting; analytics continuity is preserved.
Can I change UTMs mid-campaign?
Yes. Update UTMs in BaseQR (or via bulk import) and retest. Keep utm_campaign unchanged for clean comparisons.
Why do BaseQR scans and GA4 sessions differ?
They measure different events. BaseQR counts the scan; GA4 counts the session after page load and may filter traffic. Align on trends and rates.
How do I pause a code?
Set status to Inactive. Reactivate when ready.
Do you support code expiration?
No. Use Inactive to stop new scans when a campaign ends.
Who can invite teammates and manage roles?
Admins only. Roles are Admin and User at the organization level.
Can I limit external users to specific campaigns?
No. Organization access is not restricted by campaign; external Users have the same permissions as internal Users.
What columns are required for bulk import?
Use the current Bulk Import Template (link placeholder) for required/optional fields and status updates at scale.
How do I keep long-term analytics?
In-product visibility windows vary by plan. Export reports (CSV/Excel/PDF) on a cadence for long-term records.
Does BaseQR collect PII from scans?
No. Analytics are anonymous. Downstream analytics (e.g., GA4) and consent are managed on your destination pages.
When to escalate
Include campaign and code name/ID, UTC timestamps, device/OS, network (Wi-Fi/cellular), final URL with UTMs, and (for imports) the CSV header and a few example rows (sanitized). Reference any relevant entries on the Uptime Status page.