When a code will not scan

Overview

"The code isn't working" covers several different problems with different fixes. What the player sees on their phone tells you which one you have, so ask them before you reprint anything.

The camera will not focus on it

Nothing happens at all — no message, no screen.

This is the sign or the light, not StatsCentral:

• Glare from a spotlight or a window washing out part of the pattern.
• A scuffed, peeling or sweat-damaged surface.
• A sign mounted too high, too low, or too far from where a player can stand.
• A photocopied sign. Copies lose the contrast the pattern depends on and scan for some phones and not others.

Ask the player to try from a different angle. If a second phone reads it from the same spot, it was the angle; if no phone reads it, the sign needs replacing.

"We don't recognise this code"

The phone read the code but we do not know it. Almost always this is a sign from somewhere else — another venue, an old pilot, or a photo of a code someone kept.

Check the court name printed on the sign matches the court it is mounted on. If the sign looks right and still says this, contact StatsCentral with the court name.

"This code has been replaced and no longer works"

The code was genuine and has been reissued. Someone asked StatsCentral for new signage for that court, and the old sticker is still on the wall.

This is what should happen — it means a code someone photographed last season cannot be used forever. Find the new signage and mount it, or ask StatsCentral to send it again.

"This venue isn't on StatsCentral right now"

Your venue's account is not currently active. Nothing on a court causes this and no sign will fix it. Contact StatsCentral.

"This court isn't set up for recording or streaming yet"

The code and the court are fine; the court is simply not switched on for streaming. This is normal for a court being resurfaced or one deliberately held back.

Ask StatsCentral to turn it on when you want it selling again. Leave the sign on the wall — it starts working the moment the court does.

Anything about the camera

See When a camera shows offline. The code did its job; the court is not usable for a different reason, and the player has not been charged.

Before you reprint

Reprinting fixes exactly one of the problems above — a damaged or unreadable sign. For all the others a new sticker changes nothing. Ask the player what their phone said first; it takes ten seconds and saves a trip to the printer.