Camera scanning doesn't work

The scan button uses the camera through the browser. If it fails, allow the camera, use Chrome on Android, cover other barcodes, or just type the number.

The scan button (the barcode icon) sits next to the IMEI field on the Receive page and next to the search box on the Sell item page, including when you take a trade-in. It reads barcodes with the camera and browser of the device you are using; there is no extra app to install. If scanning fails, typing or pasting the number works exactly the same, so you never have to stop.

It says this device can't scan with the camera

This device can't scan with the camera — type or paste the number instead means the browser you are using has no built-in barcode reader.

• Use Chrome on an Android phone, which supports camera scanning

• Many computers and some browsers do not support it yet; use a barcode scanner that types the number into the field instead

• Or type the number, or copy it and paste it into the field

It says camera permission was denied

Camera access was not allowed appears when the browser cannot open the camera.

• Tap the icon next to the web address and allow the site to use the camera

• Check the phone settings that allow the browser to use the camera

• Close other apps that are using the camera, such as video calls or the camera app

• If you opened the link inside a chat app, open it again in the phone's main browser; in-app browsers often block the camera

The camera opens but reads nothing

• Aim as the hint says: Point the camera at the IMEI barcode on the box or the *#06# screen

• Add light, hold still and fill the frame with the barcode, not too close and not too far

• Creased, dirty or shiny barcodes are hard to read; type the number instead

• Tap Close to leave the camera at any time

The scan gives a number that is not the IMEI

Phone boxes often carry several barcodes: IMEI 1, IMEI 2, the serial and a product barcode. The system takes the first barcode it can read and closes the camera straight away.

• Cover the other barcodes with your hand, or move close to the IMEI barcode only

• Check the number in the field after every scan; it must be the 15-digit number that matches the device

• If the IMEI is invalid or matches a device already in stock, the system warns you before saving; see Invalid IMEI or IMEI already in stock: what to do