Business Support

SPNSR Value Tracking App

SPNSR — TROUBLESHOOTING (BUSINESS)

Stuck? Most issues are quick to fix. Run through the checks below before escalating.

1. The QR code won't scan

If the camera's open but nothing's happening when you point it at a member's QR code, here are some quick fixes to try at the till.

Try in this order:

  1. Check your phone is connected to the internet (Wi-Fi or mobile data on?). The app needs a connection to register the scan.
  2. Move under brighter light — the camera struggles in dim conditions.
  3. Ask the member to brighten their phone screen.
  4. Hold the camera 15-20cm from the QR code (not too close).
  5. Check your phone case isn't blocking the back camera.
  6. Still no luck? Use "Enter code manually" below the camera view and type the member's code.

2. I can't sign in

If you're stuck at the sign-in screen or your details aren't being accepted, it's almost always one of the issues below.

Try in this order:

  1. Double-check your email — no spaces, correct spelling.
  2. Tap "Forgot password?" if your password isn't working — we'll send a reset link.
  3. If you've never signed up before, you'll need the unique business code from your business lead (the person at your business who shared SPNSR with you).
  4. If the password reset email doesn't arrive, check your spam folder.

3. The app won't open / has frozen

A frozen or unresponsive app is almost always solved by a restart.

Try in this order:

  1. Close the app fully (swipe up to close on iPhone, or use the recent apps switcher on Android).
  2. Reopen the app.
  3. If it still won't open, restart your phone.
  4. If it still won't open after that, advise your business owner to contact SPNSR support directly.

4. The camera won't open / shows a black screen

The app needs camera permission to scan. Check it's allowed:

  • iPhone: Settings → SPNSR → Camera → allow
  • Android: Settings → Apps → SPNSR → Permissions → Camera → allow

Then close and reopen the app.

5. I scanned but the transaction didn't save

If a scan didn't appear to register, work through these checks before re-scanning the member.

Try in this order:

  1. Tap the Activity tab and refresh the screen.
  2. Is the transaction listed? If yes — the scan worked. The list updates instantly once refreshed.
  3. If no — the scan didn't go through. Try again.
  4. If it appears but the amount or member is wrong, take a screenshot and send it to your business lead.

If you're a business admin and there are no transactions showing when there should be, please contact SPNSR support directly.

6. The Activity log is empty

Two reasons the log might be empty:

  • Staff users only see transactions they've scanned. If you've just signed up and haven't scanned anyone yet, your log will be empty.
  • Business admins see all scans across the business. If you're an admin and your log is empty, no scans have been recorded yet.

Check with your business lead if you think you should be an admin but aren't.

7. I've lost the unique business code

Speak to your business lead — they were sent the code when SPNSR onboarded your business. They have the original email.

If your business lead has also lost it, they can reply to the original SPNSR onboarding email and we'll resend.

8. A member's QR code says "expired" or "invalid"

This usually means the member's account isn't fully set up, or their membership has lapsed.

Try in this order:

  1. Ask the member to close and reopen their app, then show the code again.
  2. If it still won't scan, it's a member-side issue — they'll need to check with their club.
  3. Use the report option in the app or send a screenshot to your business lead if multiple members are affected (it may be a wider issue worth escalating).

Still stuck?

Take a screenshot of what you're seeing and send it to your business lead (the person at your business who shared the SPNSR app with you).

Your business lead has direct contact with SPNSR support and can get an answer back to you fast.

How to take a screenshot:

  • iPhone: Press the Side button + Volume Up at the same time
  • Android: Press the Power button + Volume Down at the same time