The label and product are genuine but the scan is not authenticating?

This can happen if the camera struggles to read the second QR code hidden in the holographic layer. Ask the customer to try these steps: 

• Tilt the label slowly under good, even lighting (avoid direct glare) - if they can see a rainbow effect then the label should scan.
• Hold the phone at a comfortable distance, roughly 10–25cm from the label. 
• Make sure the label is flat and not wrinkled or partially peeled. 
  

If it still doesn’t work, the label may have been damaged. Contact us with the label’s UID and we can investigate.

More

General scan troubleshooting

How scanning and authentication works

Still have questions? Contact us at hello@h010.com or submit a ticket.