NEATPASS

Barcode Not Detected

Troubleshooting guide for when NeatPass can't detect or read the barcode in your ticket or document.

1 min read

If NeatPass can't detect your barcode, there are a few common causes and quick fixes.

Common Issues

Barcode is blurry or low resolution

Use the original PDF instead of a screenshot. PDFs have vector graphics that stay sharp.

Barcode is cropped or cut off

Make sure the entire barcode is visible with some white space around the edges.

Image has glare or shadows

Retake the screenshot in even lighting, avoiding reflections on your screen.

Barcode is too small

Crop the image to focus on the barcode area, or use the PDF version.

Best practice

Always use the original PDF when available. It has sharper barcodes than screenshots and works more reliably.

Troubleshooting Steps

1

Try a different format

If using a screenshot, try the PDF. If using the PDF, try a fresh screenshot at full brightness.

2

Photo tips

If taking a photo, make sure the QR code is straight and fully visible.

3

Check quality

Zoom in on the barcode. If you can't see individual bars or squares clearly, the resolution is too low.

4

Retry

Close NeatPass completely and try again. Sometimes a second attempt works.

Still Not Working?

The barcode format might not be supported yet. Contact support and include what type of ticket it is and what the barcode looks like. We're constantly improving detection.

Related

See supported barcode types for compatible formats. Try a different import method. New to NeatPass? Start with creating your first pass.