---
title: "The QR code or the address is not accepted"
summary: "The app refuses the QR code or the organisation address, or the camera does not start. The messages and what to do."
url: "https://help.medisynchealth.ai/en/scribe/qr-code-or-address-not-accepted"
product: "MediSync Scribe"
platforms: ["ios","android"]
access: "public"
updated: "2026-11-11"
version: "Scribe 1.3"
---

# The QR code or the address is not accepted

The app refuses the QR code or the organisation address, or the camera does not start. The messages and what to do.

```text
Not a valid MediSync organization address. It must end in .medisync.me.
```

The app connects only to addresses that end in `.medisync.me`. The message appears when the address you entered does not. It also appears when you scan the QR code of another website.

## Enter the address correctly

- Enter the address where you open the Dashboard in the browser, for example `app.medisync.me`. A full address from the browser with `https://` works too.
- Do not start with `http://`. The app adds `https://` itself.
- The Dashboard shows the address under **Settings › MediSync Connect**, right next to the QR code.

![Connect the mobile app section in the Dashboard with a QR code, the practice name and below it the address app.medisync.me](https://help.medisynchealth.ai/media/public/scribe/dashboard-qr.en.webp)
_The right QR code and the address, here app.medisync.me._

## Other messages

| Message | Cause | What you do |
| --- | --- | --- |
| **QR code not recognized. Please try again.** | The scanned code contains no address. | Scan the code under **Settings › MediSync Connect** |
| **Camera access is required to scan the QR code.** | The app may not use the camera. | Tap **Allow camera**. If nothing happens, see below. |
| **QR scanning isn't available in this build. Please enter the address below.** | This app version cannot scan. | Enter the address or update the app |
| **Connection failed. Please try again.** | The app could not save the connection. | Try again, otherwise restart the app |

## Allow the camera in the settings

If you declined camera access once, the phone does not ask again. Allow it in the phone's settings instead:

**iPhone and iPad**

Open **Settings**, tap **MediSync** (on newer iOS versions under **Apps**) and turn on **Camera**.

**Android**

Open **Settings › Apps › MediSync › Permissions** and allow **Camera**.

Or tap **Enter address manually**. The app needs no camera for that.

## The scanner does not react

- Scan the code in the MediSync Scribe app, not with the phone's camera app.
- Hold the phone so that the whole QR code sits inside the frame.
- If the screen reflects, raise the brightness or zoom in on the page in the browser.

## The address is accepted but sign-in fails

When connecting, the app does not check that your Dashboard runs at the address. If sign-in fails afterwards, see [Sign-in in the app fails](https://help.medisynchealth.ai/en/scribe/sign-in-fails).

If none of this helps, contact [support](https://help.medisynchealth.ai/en/contact/contact-support). Include the address you entered and the exact message.