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QR Code Troubleshooting for Photo Uploads

How to correctly scan the QR code for uploading full-length photos on your mobile device.

When you upload your full-length photo on a desktop device, you will be shown a QR code on your screen. Scanning this with your phone switches you to your mobile camera to take the photo. We do this because mobile phone cameras produce significantly better quality photos for verification purposes. This guide covers how to scan the QR code correctly and how to fix the most common errors.

How to scan the QR code correctly

Important: Always use your phone's built-in native camera app to scan the QR code. Third-party QR scanning apps often cause the upload page to fail with a "page not found" or 404 error.

iPhone (iOS)

  1. Open the built-in Camera app (not a third-party QR scanner).

  2. Point your camera at the QR code on your screen.

  3. Tap the notification or banner that appears at the top of your screen.

  4. The upload page will open in Safari — follow the on-screen steps to take and submit your photo.

Android

  1. Open the built-in Camera app (not a third-party QR scanner).

  2. Point your camera at the QR code on your screen.

  3. Tap the link or banner that appears.

  4. The upload page will open in your default browser — follow the on-screen steps to take and submit your photo.

Tip: If your camera is struggling to read the QR code, try tapping directly on it within the camera viewfinder. This prompts your phone to refocus on the code and should make it easier to scan.

Common errors and how to fix them

"Page not found" or 404 error after scanning

This is almost always caused by scanning with a third-party QR scanner app instead of your phone's built-in camera.

  • Close the third-party QR scanner app.

  • Follow the steps outlined above to scan the QR code correctly using your phone's built-in camera app.

My QR code has expired

QR codes expire after a short period for security reasons. If your QR code is no longer working, you can generate a fresh one without leaving your desktop.

  1. Return to the MedExpress page on your desktop.

  2. Click the Generate new QR code button displayed on the screen.

  3. A new QR code will appear — scan it using your phone's built-in camera app as normal.

Camera does not activate after scanning

If the upload page opened but the camera is not activating, this is usually a browser or device permissions issue.

For step-by-step guidance on enabling camera access in your browser or on your device, see our How to Enable Camera Permissions for Photo Uploads guide.

If none of the above steps resolve your issue, please contact our support team via Live Chat and we will be happy to help.

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