SocialPoint

Feel stuck? Here are some common issues and how to solve them:

<a href="#h_da2100df5d">My players are being asked for a PIN whenever they scan a QR code</a>

<a href="#h_7604f52f3f">Scanning a QR Code gives out the error: "Invalid QR Code"</a>

<a href="#h_49b27cbbfe">Challenges are not showing as completed</a>

<a href="#h_92cd960e72">How do I erase test players and data?</a>

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My players are being asked for a PIN whenever they scan a QR code

Our browser App is designed to recognize a player after the first time they've scanned and registered. If the app is asking for a PIN, follow these steps:

Check the browser. If it's using Incognito, or a built-in browser (still within the Camera app) then this is causing the issue

1. Try copying and pasting the link on a regular browser window
2. Use the player's PIN (found under Participation Game &gt; Players) to log in
3. Have the player use the In-App QR Code scanner instead of the camera app on their phone

1. Make sure they don't close the tab/app after scanning
2. Have the player use the In-App QR Code scanner instead of the camera app on their phone

1. Check the browser. If it's using Incognito, or a built-in browser (still within the Camera app) then this is causing the issue
   1. Try copying and pasting the link on a regular browser window
   2. Use the player's PIN (found under Participation Game &gt; Players) to log in
   3. Have the player use the In-App QR Code scanner instead of the camera app on their phone
2. If it opens on the regular browser:
   1. Make sure they don't close the tab/app after scanning
   2. Have the player use the In-App QR Code scanner instead of the camera app on their phone

Scanning a QR Code gives out the error: "Invalid QR Code"

The In-App Scanner we offer will only recognize QR Codes made by SocialPoint.

Was the QR Code generated by our platform?

1. If yes, navigate to Participation Game &gt; Challenges
2. Open the QR Code for the challenge and compare it with the one that is giving you an error
3. If it's a different QR Code, use the one found on the platform instead
4. If it's the same, contact us via the orange chat bubble at the bottom of your screen

Was the QR Code generated by a third-party site such as Bit.ly?

1. Replace it with a QR Code generated by our platform.

1. Was the QR Code generated by our platform?
   1. If yes, navigate to Participation Game &gt; Challenges
   2. Open the QR Code for the challenge and compare it with the one that is giving you an error
   3. If it's a different QR Code, use the one found on the platform instead
   4. If it's the same, contact us via the orange chat bubble at the bottom of your screen
2. Was the QR Code generated by a third-party site such as Bit.ly?
   1. Replace it with a QR Code generated by our platform.

If your players scan a QR Code but it's not updating to "Completed", follow these steps:

Make sure your player has completed the challenge by navigating to Participation Game &gt; Players, and click their name

If they have completed it, click the refresh icon on the top-right side of the app

Should the issue persist, clear the cookies and cache from the player's browser and try to scan/complete again

Make sure there is a stable Internet connection. If there are too many players connecting to the same hotspot, then it could be a connection issue. 

If the issue persists, contact us by clicking the orange chat bubble at the bottom of your screen

1. Make sure your player has completed the challenge by navigating to Participation Game &gt; Players, and click their name
2. If they have completed it, click the refresh icon on the top-right side of the app
3. Should the issue persist, clear the cookies and cache from the player's browser and try to scan/complete again
4. Make sure there is a stable Internet connection. If there are too many players connecting to the same hotspot, then it could be a connection issue. 
5. If the issue persists, contact us by clicking the orange chat bubble at the bottom of your screen

Ready to go Live? Here's what you should do to clear your test data:

1. Navigate to Participation Game &gt; Players
2. Click the Reset All Activity button and confirm
3. Click the Delete All button and confirm

1. Log out from the player app
2. Clear cookies and cache

1. On the Platform:
   1. Navigate to Participation Game &gt; Players
   2. Click the Reset All Activity button and confirm
   3. Click the Delete All button and confirm
2. On your testing devices:
   1. Log out from the player app
   2. Clear cookies and cache