Scanner Not Working

The scanner is sensitive to light. Try to move the ticket into a lighter room. Also place the ticket on a flat surface, rather than holding it in your hand, to avoid movement or shaking of the image. If the barcode is smudged, damaged or otherwise illegible, it could affect the registration of the scan. If you were able to scan tickets before and the scanner is recently not working, that may be the problem. If you have not been able to scan tickets since installing the app, please contact Collect N Win Customer Service with more information about the issue:

1. Platform - iOS or Android
2. Model - iPhone 7, 8, etc, Samsung, LG, HTC
3. Error messages received if any or describe what happens when you try to scan

That extra information will help to diagnose the issue.

Should you receive a popup saying "Wrong scanner key," you will have to delete and redownload the app. You can do this on most devices by pressing down and holding the app on your home screen or app page until a small "x" in the corner appears. Press the "X," confirm you wish to delete, and go back to the app store to redownload. If the problem persists, please contact Customer Service.