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

# Frequently Asked Questions

> Answers to common questions about CleanScan setup, tags, billing, staff management, troubleshooting, and how the platform works day to day.

Common questions about setting up and running CleanScan. If you don't find what you need here, email [support@cleanscan.io](mailto:support@cleanscan.io) or call [(703) 307-6345](tel:+17033076345). We typically respond within 24 hours.

***

## Getting started

<AccordionGroup>
  <Accordion title="How do I set up my first zone?">
    Go to **Zones** in your dashboard and click **Add zone**. Give the zone a name — "Men's Restroom", "Lobby", "Loading Dock" — and optionally add a description. Once created, assign a QR or NFC tag to that zone from the **Tags** page.

    See [Zones and tags](/concepts/zones-and-tags) for a full walkthrough.
  </Accordion>

  <Accordion title="How do I add staff members?">
    Go to the **Staff** or **People** page in your dashboard and click **Add member**. Enter their name and phone number. They'll receive an SMS with instructions to log in using a one-time password (OTP). Staff members can then receive notifications, log cleanings, and resolve issues.

    Staff log in with their phone number — not an email address or password.
  </Accordion>

  <Accordion title="How do I print QR codes?">
    Go to **Tags**, select the tags you want to print, and click **Generate PDF**. You can customize the template with your facility's branding before printing. For durability, print on weatherproof label stock. Standard paper works fine for testing or lower-traffic areas.
  </Accordion>

  <Accordion title="How does anonymous issue reporting work?">
    A visitor scans the QR code or taps the NFC tag in a zone. Their phone opens a short form where they describe the issue and optionally attach a photo. They submit — no app download, no login, no account required. The report arrives on your dashboard instantly and your team receives a notification.
  </Accordion>
</AccordionGroup>

***

## Tags & QR codes

<AccordionGroup>
  <Accordion title="What's the difference between QR and NFC tags?">
    **QR codes** are printed stickers readable by any smartphone camera from a distance. They work without any special phone hardware and are visible, so occupants know exactly where to scan.

    **NFC chips** require the user to tap their phone directly against the tag. The interaction is faster, more durable in wet environments, and harder to accidentally trigger. NFC requires an NFC-capable phone (iPhone 7 and later, most modern Android devices).

    Many facilities use both: QR codes on walls for general issue reporting, NFC chips on equipment for fixture-level tracking.
  </Accordion>

  <Accordion title="Do QR codes expire?">
    No. CleanScan QR codes don't expire as long as your account is active. If you delete a tag from your dashboard, its QR code stops working — but deactivating a tag (rather than deleting it) keeps the QR valid while preventing new scans from creating issues. We recommend deactivating unused tags, not deleting them.
  </Accordion>

  <Accordion title="Can I move a tag to a different zone?">
    Yes. Go to **Tags**, click the tag you want to move, select **Edit**, and choose a new zone from the dropdown. The change takes effect immediately. Remember to physically move the tag to its new location so it matches the zone assignment.
  </Accordion>

  <Accordion title="How do I replace a damaged tag?">
    Go to **Tags**, find the damaged tag, and click **Replace**. CleanScan generates a new tag with the same zone assignment and deactivates the old one. The zone's full history — all issues, scans, and logs — is preserved. Print or order the replacement tag and place it in the same spot as the original.
  </Accordion>

  <Accordion title="How do I order more tags?">
    Go to **Tags → Order tags** in your dashboard. Additional tags ship within 2–3 business days. Tags are available at cost (approximately $2–$3 per tag) beyond your plan's included allotment.
  </Accordion>
</AccordionGroup>

***

## Billing

<AccordionGroup>
  <Accordion title="How does zone-based pricing work?">
    You pay a base price plus \$2.50 per monitored zone per location, per month. There are no per-user or per-seat fees — adding team members doesn't change your bill.

    Formula: `base price + (locations × zones per location × $2.50)`

    The base price varies by plan; the \$2.50 per-zone rate is the same across all paid tiers. Visit [cleanscan.io/pricing](https://www.cleanscan.io/pricing) to configure your exact price based on your operation's size.
  </Accordion>

  <Accordion title="How do I upgrade or downgrade my plan?">
    Go to **Settings → Billing → Change plan**, select your new plan, and confirm.

    * **Upgrades** take effect immediately with prorated charges for the remainder of your billing period.
    * **Downgrades** take effect at the end of your current billing period. You keep your current plan's features until then.
  </Accordion>

  <Accordion title="What payment methods are accepted?">
    CleanScan accepts Visa, Mastercard, American Express, and Discover credit cards, as well as ACH bank transfers. Annual Enterprise contracts can be invoiced. All payments are processed securely through Stripe.
  </Accordion>

  <Accordion title="How do I cancel my subscription?">
    Go to **Settings → Billing → Cancel subscription**. Your account stays active until the end of your current billing period. You can export your data before canceling — go to **Settings → Export** to download your zones, issues, and logs.

    We don't offer refunds for partial months.
  </Accordion>

  <Accordion title="Can I get an invoice?">
    Yes. Invoices are automatically generated for each payment and emailed to your billing address. You can also download past invoices at any time from **Settings → Billing → Invoice history**.
  </Accordion>
</AccordionGroup>

***

## Troubleshooting

<AccordionGroup>
  <Accordion title="A QR code won't scan">
    Try these steps in order:

    1. Make sure the code is clean and undamaged — smudges and scratches can prevent a read.
    2. Adjust your distance. Most phone cameras work best 6–12 inches from the code.
    3. Check the lighting. Low light and harsh glare both affect readability.
    4. If the code is still unreadable, go to **Tags**, find the tag, and generate a replacement. The old code is deactivated and a new one issued with the same zone assignment.
  </Accordion>

  <Accordion title="I'm not receiving SMS notifications">
    Work through this checklist:

    1. Go to **Settings → Teams** and confirm the phone number on file is correct, including country code.
    2. Check whether your carrier is blocking short-code SMS. Contact your carrier or check your phone's message filtering settings.
    3. Go to **Settings → Billing** and check your SMS usage for the affected facility — you may have reached the monthly limit for your plan.
    4. Check whether quiet hours are active in **Settings → Notifications**. Non-critical alerts are held during quiet windows.

    If none of these resolve the issue, contact [support@cleanscan.io](mailto:support@cleanscan.io).
  </Accordion>

  <Accordion title="A staff member can't log in">
    Staff members log in using their phone number and a one-time password (OTP) sent by SMS — not an email address or password.

    If they're having trouble:

    * Make sure the phone number in **Settings → Staff** matches the phone they're logging in from, including country code.
    * OTPs expire after 10 minutes. If the code expired, they can request a new one from the login screen.
    * Confirm their carrier isn't blocking short-code SMS (the same issue that affects notification delivery).
  </Accordion>

  <Accordion title="The dashboard isn't showing new issues">
    Refresh the page or clear your browser cache. New issues should appear within seconds of being submitted. If you're using filters, check that they're not hiding the issue by status, zone, or date range.

    If the problem continues after refreshing, contact support.
  </Accordion>

  <Accordion title="An issue I reported isn't showing up">
    After submitting an issue, you should see a confirmation screen. If you didn't see one, check your internet connection and resubmit. Issues should appear in the dashboard within seconds.

    If the problem persists for a specific tag, the tag may need to be reconfigured. Go to **Tags**, find the tag, and check whether it's assigned to the correct zone and is in an active state.
  </Accordion>
</AccordionGroup>

***

## Contact

Still need help?

* **Email:** [support@cleanscan.io](mailto:support@cleanscan.io)
* **Phone:** [(703) 307-6345](tel:+17033076345)
* **Response time:** typically within 24 hours

***

<CardGroup cols={2}>
  <Card title="Plans and pricing" icon="credit-card" href="/account/plans-and-pricing">
    Full breakdown of contractor and facility plans, zone-based pricing, and billing details.
  </Card>

  <Card title="Tags and hardware" icon="tag" href="/account/tags-and-hardware">
    What's included with your plan, ordering more tags, and placement guidance.
  </Card>

  <Card title="Notifications" icon="bell" href="/account/notifications">
    Configure SMS and email alerts, quiet hours, and digest cadence.
  </Card>

  <Card title="Zones and tags (concepts)" icon="lightbulb" href="/concepts/zones-and-tags">
    Understand how zones and tags work together as the foundation of CleanScan.
  </Card>
</CardGroup>