IdScanner/Support
Support
Email support@idscanner.slumbiapp.com and describe what the door was doing when it went wrong. Most answers are below.
Nothing about a guest leaves the phone, which also means we cannot look up your scans to debug a problem. Tell us what you saw on screen — the verdict word, the flags, the document type — rather than sending anything about the person.
Scanning
The barcode will not read
Aim at the back of a US or Canadian licence, where the PDF417 block is — not the front. Use the torch button in the control row for a dark doorway, and hold roughly a hand's width away: the code needs to fill a good part of the frame. A worn or scratched barcode may never read, which is what manual entry is for.
Nothing happens with a passport
Point at the photo page, at the two lines of chevron-filled text at the very bottom (the machine-readable zone) rather than at the photo or the printed details above it. A passport has no barcode to scan.
A European licence does not scan
Expected: the barcode path is US and Canada only, because AAMVA is a North American standard and European driving licences carry no equivalent barcode. European national ID cards and passports do work, through their machine-readable zone.
Front-side check never confirms the name
It compares the printed front against the barcode or MRZ, so both have to be readable. Give it good light and hold steady — the printed text is small, and this check deliberately uses slower, more accurate recognition than the barcode scan does.
Purchases
I paid, but the limit is still there
Open Settings inside the app and use Restore purchases. Purchases are tied to the Apple Account that bought them, so make sure the device is signed into that one. If it still does not unlock, email us with the date of purchase.
How do I cancel a subscription?
In your Apple Account settings on the device: Settings → your name → Subscriptions. Subscriptions renew automatically unless cancelled at least 24 hours before the period ends. We cannot cancel or refund from our side — Apple handles both.
Do I have to subscribe at all?
No. Five scans a day stay free permanently, and Pro is also available as a single one-time purchase rather than a subscription.
Ban list, history and statistics
Will the ban list follow me to a new phone?
No. The list is stored as an irreversible code derived from a key created on that install, so it exists only on the phone that made it. That is the same property that keeps a guest's licence number out of it — the two cannot be separated.
Can I get a guest's details out of the history?
Only what is on screen. History is off unless you turn it on, and it deletes itself after 24 hours, 7 days or 30 days depending on the retention you choose. Statistics keep counts only — there are no names or licence numbers in them to export.
Why does a banned guest still count as admitted in the statistics?
Because the statistics record what the document said, while the ban is your venue's own decision on top of it. Keeping them separate means the pass rate still describes the IDs you saw, not your door policy.
Still stuck
Email support@idscanner.slumbiapp.com with your iPhone model, iOS version, and what happened. If it is a scanning problem, say which document type — US licence, Canadian licence, passport, or national ID card.