How to Fix “AgeVisor 3 Will Not Scan IDs or Passports” | TokenWorks Support

AgeVisor 3 will not scan IDs or Passports

Problem: AgeVisor 3 will not scan IDs or Passports

Follow the troubleshooting instructions below if your AgeVisor 3 will not scan IDs and/or Passports.


Re-configuring the Barcode Scanner


Step 1: Tap on the gear symbol on the top left.

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Step 2: Tap on Help.

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Step 3: Tap on Scanning.

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Step 4: After 1-2 seconds on the About Scanning window, a pop up will appear showing “Configuring barcode scanner”.

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Step 5: Go back to the scanning screen and scan an ID again. The scanner should scan the ID and populate all information on the screen.

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If Above Troubleshooting Does Not Resolve Issue

Power Cycle Device


  1. Hold down the power button on the right side of the AgeVisor 3.




  1. Tap on Power Off.


  1. Once powered off, remove the charging block from the outlet.
  2. Keep the device fully powered off for 15 minutes.
  3. After 15 minutes power the device back on and try scanning an ID again.
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