> ## Documentation Index
> Fetch the complete documentation index at: https://docs.scanova.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Common problems and where to actually fix them — grounded in real gaps found while writing this documentation.

This page collects real issues found and verified while building this documentation — plan-quota gaps, UI bugs, and genuinely confusing flows — each pointing to the specific page that covers it. It isn't a generic troubleshooting checklist; every entry below was actually reproduced against the live app.

## Account & sign-in

<AccordionGroup>
  <Accordion title="I'm locked out — MFA is asking for a method I don't have access to">
    See [Multi-factor authentication](/authentication/multi-factor-authentication#saving-backup-codes) for how backup codes work, and save them the moment you enroll a method. If you've lost both your MFA method and your backup codes, this documentation project itself hit that exact wall on a shared test account partway through verification — there is no in-app self-recovery path once both are gone; contact [Support](/support/overview) directly.
  </Accordion>

  <Accordion title="I forgot my password">
    Use [Password reset](/authentication/password-reset) from the login screen. This is separate from MFA recovery codes — losing your password doesn't affect your MFA enrollment, and vice versa.
  </Accordion>

  <Accordion title="My organization uses SSO, but I don't see an MFA option">
    That's expected, not a bug — [Multi-factor authentication](/authentication/multi-factor-authentication) only applies to password-based sign-in. If your organization signs in through [SSO](/authentication/sso), your identity provider handles that layer instead, and Scanova doesn't manage it.
  </Accordion>
</AccordionGroup>

## QR codes and scanning

<AccordionGroup>
  <Accordion title="I can't tell why a QR code isn't behaving as expected">
    Open [QR Health Center](/qr-codes/manage/qr-health-center) (`/qr/health`) before checking codes one by one — it surfaces unpublished drafts, expired schedules, broken form links, and incomplete domain verification across your whole account in one place.
  </Accordion>

  <Accordion title="I created a Quick Code but can't add a landing page to it, or vice versa">
    This is a fundamental, upfront choice, not a setting you can change after creation for every type. See [Quick Code vs. full Page](/qr-codes/create/quick-code-vs-page) for exactly which types are "Dynamic" (editable after publish) versus "Static" (fixed at creation).
  </Accordion>

  <Accordion title="My GPS geofencing modal crashed or froze when I reopened it">
    A real bug was found during this documentation project: reopening the **Configure location** modal in [GPS geofencing](/qr-codes/manage/gps-geofencing) can crash in development due to a missing translation key. If you hit this, refresh the page — your saved location, range, and fallback settings are not lost; they're stored independently of the modal.
  </Accordion>
</AccordionGroup>

## Folders, tags, and team permissions

<AccordionGroup>
  <Accordion title="I don't see a Folders sidebar on the QR Codes page">
    This is very likely a plan-quota gap, not a bug on your end. [Folders, tags & bulk operations](/qr-codes/manage/folders-tags-bulk-operations#organize-with-folders) confirms the folder sidebar is plan-gated (`FOLDER_MANAGEMENT`) — and during this documentation project, that quota was found granted to exactly one plan in the entire database (an internal-only plan). If you're on a paid plan and expect folders, contact [Support](/support/overview) — you likely aren't the only one missing it.
  </Accordion>

  <Accordion title="I have the folder sidebar, but drag-and-drop and 'Move to Folder' are missing or don't work">
    Both require a separate permission grant (`FOLDER_CAN_CREATE_AND_MANAGE`) on top of the plan quota above. A shared user without that specific permission won't see those controls at all — ask your account owner to grant it. See [Folders, tags & bulk operations](/qr-codes/manage/folders-tags-bulk-operations).
  </Accordion>

  <Accordion title="I can't create a new Lead List">
    This isn't a bug — Lead Lists are a legacy feature. Scanova no longer exposes a way to create one from the app; new lead capture goes through [Forms](/forms/building-a-form) instead. See [Leads & lead lists](/leads/lead-lists) for what you can still do with existing lists (view, export).
  </Accordion>
</AccordionGroup>

## AI Studio and API access

<AccordionGroup>
  <Accordion title="AI Studio shows Upgrade even though I'm on the Pro plan">
    A real product gap, not a docs issue: verifying AI Studio during this project found that the canonical Pro plan doesn't actually grant the `AI_QR_TOKENS` quota the app checks — so a genuine, paying Pro customer can hit this paywall. See [AI QR / AI Studio](/qr-codes/create/ai-qr) for the exact wording shown. If this happens to you, check your plan's feature list or contact support rather than assuming your account is misconfigured.
  </Accordion>

  <Accordion title="I can't create a Management API key, or the 'upto N keys' limit feels low">
    Management API access is also plan-gated (`MANAGEMENT_API`), and — like the AI Studio and Folders gaps above — this quota was found missing from the canonical Pro plan during verification. See [Creating & managing API keys](/api-keys/creating-and-managing-keys) for where the limit is shown in the UI.
  </Accordion>

  <Accordion title="I can't find a usage dashboard for my API keys">
    There currently isn't one — this was confirmed live, not assumed. See [API usage dashboard](/api-keys/usage-dashboard) for exactly what was checked and which endpoints to call directly in the meantime.
  </Accordion>
</AccordionGroup>

## Switching between Classic and New Scanova

<AccordionGroup>
  <Accordion title="I switched to Classic and now can't edit a page I built in New Scanova">
    This is expected, one-way behavior, not a bug — see [Switching from Classic to New UI](/onboarding/classic-to-new-ui) for the corrected explanation. A page built in New Scanova keeps working live but becomes permanently read-only once viewed from Classic; there's no in-app undo.
  </Accordion>

  <Accordion title="I'm a shared user and my 'Switch to Classic' button is disabled">
    Also expected — switching platform is an account-wide decision only the account owner can make. Ask them to switch it from their own account.
  </Accordion>
</AccordionGroup>

## Related

* [FAQ](/resources/faq) — shorter, single-answer questions that didn't need a full walkthrough.
* [Support](/support/overview) — live chat, WhatsApp, and phone numbers if nothing above resolves it.