The sensor is not scanning

How to troubleshoot scanning issue

Tia avatar
Written by Tia
Updated over a week ago

We are sorry to hear that you are facing some headwind!

If you have linked Freestyle LibreLink app with Veri app, all successful scans on LibreLink will also be transmitted to Veri. If you're not sure whether the accounts are linked, follow the instructions outlined here.

Your phone should vibrate on a successful scan, once if it's an iPhone and twice if it's an Android.

If you're using an Android device, the NFC reader’s location depends on your phone model but is generally on the backside of the phone. If you use mobile payments, it is the same section that you use when tapping your phone on the payment terminal. Try pressing the midsection of your phone against the sensor, with the back of the phone on the sensor and the front facing out. If there is no reaction after a few seconds, try the lower part and the upper part. Ensure you have NFC enabled.

If you continue having any issues, please reach out to our team via the in-app chat with screenshots, your app version, and phone model, so we can help troubleshoot!

Did this answer your question?