> For the complete documentation index, see [llms.txt](https://docs.lyzi.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.lyzi.io/en/faq/problemes-de-paiement/mon-client-narrive-pas-a-scanner-le-qr-code.md).

# My customer can't scan the QR code

**In the vast majority of cases, the customer scanned the QR code from their wallet or exchange app.** They must scan it with **their phone's native camera app**.

### What to do

1. Ask the customer **how they scanned** the QR code.
2. If they used a wallet app (MetaMask, Trust Wallet...) or an exchange app (Binance...), ask them to open **their phone's camera** and scan again.
3. The payment page opens in their browser. They then choose their payment method and crypto from this page.

### Other possible causes

| Cause                                                                     | What to do                                                                                                                                                                                                                                |
| ------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| The QR code has expired (the duration depends on the payment method)      | If the customer hasn't sent anything, cancel with the arrow at the top left and generate a new QR code.                                                                                                                                   |
| The app is disconnected from the cash register                            | [App disconnected](/en/faq/application-et-terminaux/lapplication-lyzi-pro-scan-me-demande-de-scanner-un-qr-code-au-demarrage.md)                                                                                                          |
| The cash register isn't synchronized or isn't assigned to a point of sale | [Cash register, terminal or app no longer working](/en/faq/application-et-terminaux/je-ne-peux-plus-encaisser-caisse-terminal-ou-application-bloques.md)                                                                                  |
| The QR code doesn't generate on a Nepting terminal                        | [Accept a payment with a Nepting terminal](/en/faq/encaisser-un-paiement-crypto/comment-encaisser-un-paiement-crypto.md)[How do I accept a crypto payment?](/en/faq/encaisser-un-paiement-crypto/comment-encaisser-un-paiement-crypto.md) |

### Expected result

Scanning opens the Lyzi payment page (pay.lyzi.io) in the customer's browser, with the amount to pay.

### Questions covered

* "The QR code doesn't work"
* "My customer scans and nothing happens"
* "The QR code doesn't open in Binance"
* "My customer scans with MetaMask and it gets stuck"
* "Unreadable QR code"
* "The QR code has expired"


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