Whisker App Onboarding: Unable to scan QR code

Download the Whisker app and follow the onboarding instructions.

Once you're in Setup Mode, the app will prompt you to scan the QR code. If you cannot scan the QR code or receive an error that the QR code is invalid, complete the following troubleshooting steps. Click here if the serial number is currently in use.

  • Make sure your camera is free of smudges and undamaged.
  • Improve lighting conditions and ensure the environment is brightly lit.
    • Turn on the lights in the room.
    • Turn on the flashlight on your phone.
    • Turn on the flash on your camera.
  • Scan all QR codes available.
    • The QR code can be found on the box it came in and on the exterior backside of the base, next to the power jack.
      • Litter-Robot 3 units purchased before Oct. 2017 have the serial number on the inside back wall of the base with the waste drawer removed.
      • Litter-Robot 4 units also have the serial number inside the base with the waste drawer removed and inside the base with the globe removed.
  • Make sure camera permissions are turned on for the Whisker app
    • On iOS:
      1. Open your device settings.
      2. Scroll down and tap Whisker.
      3. Toggle the Camera "ON."
    • On Android:
      1. Open your device settings.
      2. Scroll down and select "Apps."
      3. Tap "Whisker" → "Permissions" "Camera" "Allow"
    • OR
      1. Open your device settings.
      2. Scroll down and select “Privacy.”
      3. Tap "Permission Manager" "Camera" "Whisker" "Allow"
  • Onboard your unit using a different device.
    • Use another mobile phone or tablet to onboard, then log in to your account with your desired device after onboarding is successful.
  • Ensure your phone's OS is up to date.

Need technical support?

Our Troubleshooting Wizard will solve most issues and is the fastest way to get help.

Troubleshooting Wizard

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