Having trouble with your tenderID? Here are solutions to the most common issues.
The QR code won't scan
Clean the surface. Dust, grease, or smudges on the decal or card can interfere with scanning. Wipe it gently with a damp cloth.
Improve the lighting. QR codes scan best in good light. Try turning on the kitchen light or using the phone's flashlight.
Adjust the distance. Hold the phone 6–12 inches from the code. Too close or too far can prevent scanning.
Try a different scanner. Most phone cameras scan QR codes natively. If the camera isn't picking it up, try a dedicated QR scanner app.
Check for damage. If the code is scratched, faded, or torn, it may be unreadable. Contact us for a free replacement.
The QR code scans, but no information appears
The tenderID may not be activated. See Activating your tenderID.
The scan page may have expired. For security, each scan generates a fresh, time-limited link that expires after 24 hours. Scan the code again to generate a new page.
The vault may be empty. If you haven't added medications, allergies, or conditions to the vault, there's nothing to display. Log in and add the key information.
Check your internet connection. The scan page requires an internet connection to load.
The information shown is outdated
The tenderID pulls directly from the vault. If the scan shows old information:
Log in to tendercare.
Open the vault and update the outdated information.
Scan again to confirm. Updates appear immediately, with no need to reprint or reorder.
Emergency contacts didn't get the scan alert
Confirm the emergency contacts' phone numbers are correct in the vault.
Make sure the contacts haven't blocked text messages from unknown numbers.
Ask them to check their spam/filtered messages.
I never received my tenderID
Please allow 2–3 weeks for delivery. If it's been longer, email us at [email protected] with your name and shipping address, and we'll send a replacement.
Still stuck?
Contact us at [email protected]. Include a description of the issue and a photo of the QR code if relevant (the code itself is safe to photograph; it doesn't expose any information without scanning).