There is a possibility that you have configured the receipts printing in such a way that ut gives you the Punchh Barcode and your QR code for survey or any other info very close to each other.
This generally results in an error as the device will end up scanning the QR code instead of the Barcode and display the error message.
To prevent this issue, please be advised to either print a smaller QR or add a receipt message above the QR to clarify it's for a survey and not for check-in. This will allow getting appropriate space for scanning the barcode and also avoid any confusion caused for the guest due to multiple scanning options available as Barcode and QR code together.
In an effort to supply information as quickly as possible, this article has been published prior to a formal technical review, and is subject to factual, grammatical, and various structural errors. Data may be incomplete, misordered, or incorrect.
This additional disclaimer will be removed upon formal review of this article. The standard Punchh Inc. KB Disclaimer still applies, and can be found at: https://support.punchh.com/hc/en-us/articles/360040100273-Punchh-Inc-Knowledge-Base-Disclaimer
If further assistance is required, submit a ticket to Punchh Support. (For help submitting a ticket, click here)