Troubleshooting an AssetID NFC or QR code that will not open the product page

Introduction

Use this guide when an AssetID NFC tag or QR code scans, but the public product page does not open. It covers the most common setup, device, and publishing checks so you can resolve the issue quickly and keep the customer moving.

Issue description

The customer can scan the NFC tag or QR code, but the linked AssetID product page does not load, opens the wrong page, or shows an error. In most cases, the cause is a device issue, an unpublished record, an incorrect identifier assignment, or a domain and branding setting that is not yet active.

Signs

• The QR or NFC tap is recognised, but no page opens.
• The page opens to an error, blank screen, or unexpected link.
• The public page works for some users but not for the customer.
• A white-label page or custom domain does not show the expected branding.
• The NFC tag works in one location but not another.

Basic troubleshooting steps

1. Ask the customer to try a different phone or browser.
2. Scan the QR code or tap the NFC tag again using the camera app or the device’s built-in NFC reader, not a third-party scanner.
3. Check that the customer has a strong mobile signal or Wi-Fi connection.
4. Confirm the product record is published and not still in draft.
5. Check that the identifier is assigned to the correct unit in AssetID.
6. If you use a white-label page or custom domain, confirm the branding and domain settings are active and the link is correct.
7. For NFC tags, make sure the tag is placed where it can be tapped easily and has not been damaged or covered by metal.

Advanced troubleshooting steps

Step 1: Test the code from your side

Scan the QR code or tap the NFC tag using your own device. If the page opens for you, the issue may be related to the customer’s phone, browser, or network. If it does not open for you either, the issue is likely with the AssetID setup or the public link.

Step 2: Check the public page settings

Review the product record and confirm the public page is published, the correct identifier is linked, and any custom domain or white-label settings are active. Check for typos in the URL and make sure the page is pointing to the correct record.

Step 3: Inspect the NFC tag placement

If the issue is with NFC, confirm the tag is not bent, scratched, shielded by metal, or placed in a position that makes tapping unreliable. Reposition or replace the tag if needed.

Step 4: Verify the customer’s scanning method

Ask the customer to use the camera app for QR codes and the device’s native NFC function for NFC tags. Some third-party scanner apps can block the link or handle it incorrectly.

Contact support

If the page still will not open, contact support with the product record details, the identifier type, the link used, and any screenshots or error messages. Include whether the issue affects a QR code, an NFC tag, or both so the team can check the setup quickly.

Additional information

For the fastest resolution, keep the following details ready before you contact support:

• Product record name or ID
• Identifier type: NFC or QR
• Public page URL or custom domain
• Device type and browser used
• Any error message or screenshot

If you need to update the public page, branding, or domain settings, make the change first and then test the code again before escalating.