Here you can find our requirements and recommendations concerning your passwords for your account on our platform.

The password for your Qroriginator account must be at least eight characters long and contain

• one lowercase letter,
• one uppercase letter,
• one numerical character.

When changing your password, reuse of the last 3 passwords is prohibited.

Please create a strong and unique password for your admin and user accounts.

We recommend your passwords to be at least 12 characters long and include a mix of uppercase and lowercase letters, numerical characters, and symbols.

Easily guessed passwords such as “password”, “123456,” or personal information like birthdays should be avoided..

• Passwords should be updated regularly and changed immediately if there is any suspicion that they have been compromised.
• Passwords must not be shared with others or stored in an easily accessible location.
• We recommend to use reputable password manager solutions to generate and store strong passwords safely.
• Multi-Factor Authentication (2FA) should be enabled to add another layer of security.
• System Access will be locked for one minute after four failed login attempts within a period of ten seconds.

On the login page enter your e-mail address that you have used for your Facebook or LinkedIn account and click on 1-time Login instead to receive a login link.

We have disabled login via Facebook or LinkedIn. If you already have an account with us, please go back to the login page, enter your e-mail address that you have used for your Facebook or LinkedIn account and click on 1-time Login. We will send you an email with an access link.

We advise temporarily disabling all of your browser extensions in order to identify if any of them are causing the issue at hand

Some browser extensions, antivirus software and firewall policies can unintentionally disable certain functionalities of your account

What are browser extensions

Browser extensions are small software programs that add functionality to web browsers. They enhance browsing experiences by adding new features, modifying web page content, or providing tools for specific tasks, extending the capabilities of the browser. E.g. spellchecking, password management, an ad-blocking or developer tools.

However, extensions can also unintentionally disable certain functionalities of a website. This can occur when an extension does not load correctly, or when it conflicts with some code of a website.

Extension conflicts

If you are experiencing issues logging into your account, resetting your password, editing the content of your landing pages or accessing a specific section, a browser extension is probably the reason.

We advise temporarily disabling all of your browser extensions in order to identify if any of them are causing the issue at hand. Alternatively, we suggest accessing our platform through an another browser as a troubleshooting measure.

We will appreciate any feedback you provide, however once a user installs a 3rd party extension it is out of our scope.

Examples

Some users have reported different issues with the following browser extensions:

• Lastpass – Unwanted fields being autocompleted
• Facebook Container – This Firefox Browser Plugin causes problems when logging into a user account from the white label admin section
• AdBlocker – Any add blocker with JS applied will easily block some functionalities of your account, including the log in process.

Antivirus software and corporate firewalls  

In certain instances, certain functionalities and features may inadvertently be disabled due to your company’s policies or antivirus software settings. 

If this occurs, it is advisable to reach out to your IT team for assistance.

Use the forgot password function. Try to login from another browser or computer. You can choose a different internet connection and see if it works

Try the followings things

Did you use the correct user name?

Free accounts

Did you sign up with a different email?

Paid accounts

Make sure you enter the username and not your e-mail address as the username during login.

Did you use the forgot password function?

You can use the forgot password function in case you forgot your password by entering your username.

Can you login from another browser?

Maybe your browser is using plugins that blocks our JavaScript from executing. Please try from another browser or disable your browser plugins for our domain.

Can you login from another computer?

Maybe your computer is blocking our page due some firewall settings. Please try to login from your Smartphone or another computer.

Can you login from another internet connection?

Your company might use a global firewall across your intranet, which prevents you from accessing our site. Please switch to another internet connection and try again.

Troubleshooting

Open your inspector

If you still cannot login, please open the inspector of your browser, by right clicking on the page and click on Inspect in the context menu. The inspector should popup now.

Change to the console tab

If there are JavaScript errors showing, please send us a screenshot.

Change to the network tab

If there are requests that are being blocked, it might be that your firewall blocks some of our resources. Please talk to your system administrator.

Reach out to your colleague to change the e-mail. Otherwise contact your IT Team to gain access to the password recovery e-mail sent to your former colleague.

For security reasons we cannot update the e-mail from an account when this is requested by a non-authorized user.

You will need to contact your colleague and ask for the password or ask him/her to change the e-mail of the account to your e-mail address.

If you cannot reach your colleague, you will need to reset the password.

If you are using an e-mail under the same domain, please contact your IT Team or sysadmin to receive the password recovery e-mail. They will be able to access or redirect the contents of the orginal e-mail address.

Secure your account with a two-factor authentication using Google Authenticator following this tutorial.

Why 2FA?

All our paid plans allow you to add a second authentication step on another device to protect your account. Two-factor authentication is available for all plans as well as for all sub accounts attached to your main account.

We are aware that preventing an unauthorized access to your account is critical and this is one of the most important features in terms of security.

We encourage all our users to add this second layer of protection, not only on our service, but also in all your critical accounts like E-Mail, social media and other SaaS solutions.

How do I activate the 2FA in my account?

1. Download the Google Authenticator app from Google Play or App Store scanning the QR Code below

For this purpose, we recommend using Google Authenticator to manage and store your 2FA accounts. You can use any other 2FA App like Microsoft Authenticator or TOTP. In our opinion, Google Authenticator provides a perfect solution, user experience and helps you to take care of your backups easily.

2. Log into your account

Please log into your account on our QR Platform.

3. Go to your account settings and click on “Manage two-factor authentication” under your password dialog

If the Two-factor Authentication is not active yet it will show a red square icon. Please, enter your password and click on manage.

4. Turn on the two-factor authentication

From the two-factor dialog, switch on the two-factor and follow the instructions.

5. Launch the Google Authenticator on your smartphone

Make sure you have the App up to date and remember to keep regular backups.

6. In the app click in the (+) sign and scan the displayed QR Code to add your account. 

Scanning the QR Code is the fastest way to add service. Alternatively, you can manually enter the 32-character code.

7. Type the 6 digits number provided in the app on the website

You are set. From now on, when you access your account, you will be requested your login and password, as usual, but you will need to enter the 2FA Code too.

8. Copy or print your one-time recovery codes and keep them in a safe place.

In case you do not have access to your phone, you lost it, or you just want to give temporary access to someone these codes will be very helpful.

You can use the one-time recovery codes to access your account and authorize your device again if you have written them down and saved them in a safe place (step 7).

We really recommend you keep strict control on your two-factor authentication information for all your services. It requires some extra work on your end, but you are adding a very powerful layer of protection.

Use Facebook or LinkedIn or try a one-time login. If you have a paid account, use the Forgot Password function.

I have a Free account

Did you sign up using your Facebook account?

Facebook login has been deprecated.

If you already have an account with us, please go back to the login page, enter your e-mail address that you have used for your Facebook account and click on 1-time Login. We will send you an email with an access link.

Did you sign up using your LinkedIn account?

LinkedIn login has been deprecated.

If you already have an account with us, please go back to the login page, enter your e-mail address that you have used on LinkedIn account and click on 1-time Login. We will send you an email with an access link.

Did you forget your password?

If you forgot your password, just enter your username and click on 1-time-Login under the login form. You will receive an e-mail with a one-time-link to access your account.

Please also check your spam folder in case the e-mail has not been delivered to your inbox. If you do not receive an e-mail please check read more under Why do I not receive e-mails from you.

If you have used an e-mail address that no longer exists or we can not reach you, because your mailbox is either full or your mail server is blocking us, we reserve the right to disable your account.

I have a Personal, Basic, Regular Standard or Business plan account

Make sure you enter the username and not your e-mail as the username.

If you signed up for a paid account and you still cannot login, please click on Forgot Password. When you enter your username or e-mail address you will receive an e-mail to reset your password.

Your account get blocked when providing an invalid e-mail, the scan limit has been exceeded or fraudulent activity is detected.

You exceeded the 100 scans per day limit

If you use a free account, we rely on a fair use policy of 100 scans per day.

If this daily limit is exceeded once, you will receive an information e-mail from us, which notifies you that if the limit is exceeded again, the account and the QR Code or Landing Page will be blocked.

The redirection of the QR Code continues to work when the daily limit is exceeded for the first time.

However, if the scan limit is exceeded a second time on another day, you will receive an e-mail from us, that the QR Code has been temporarily deactivated until you upgrade to a paid plan.

Your e-mail is invalid

Our system scans detected, that you are using an invalid or expired e-mail address.

Please make sure that

• your inbox is not full and accepts new e-mails.
• your e-mail provider is not blocking our e-mails. Please add the domain qrplanet.com to your whitelist.
• your e-mail domain has set a correct DNS / SMTP entry. You can check if a DNS is missing for your e-mail domain here https://mxtoolbox.com/SuperTool.aspx

Once you have restored your mailbox, cleaned it up and white listed it for our domain, click on the ‘Resend Activation-E-Mail’ button after the failed login.

We detected fraudulent activity in your account

Your account might be blocked because fraudulent activity was detected.

This is the case if a phishing link has been created in your account or an account has been paid with a stolen credit card. You might investigate if your e-mail address has been hacked or abused. To secure your account you might also use our two-factor authentication.

If there is any fraudulent activity going on, we cannot unlock your account. Thank you for understanding.

Links to Malicious Content

We use Google’s Web Risk API to report QR Codes that link to URLs containing malicious content. If Google is reporting an URL to be malicious, we block the account. All QR Codes and Landing Pages in that account will stop working.

You can use this link to find out whether a website has been classified as malicious by Google.

Credit card was stolen

If you pay by credit card with us, we use Stripe Radar to verify the credit card details. If the card has been reported stolen or fraudulent activity has been carried out with the card, your account will be blocked and if a charge has taken place, the amount will be refunded immediately.

Please check your spam folder, whitelist our domain, check your e-mail provider’s grey listing and avoid e-mail aliases.

Confirmation e-mail

For security reasons, if you register an account with us, you will receive a confirmation e-mail with an activation link from from [email protected]

You should receive this e-mail within minutes.

Please make sure that this address is not blocked by your e-mail provider or the message has been moved to the spam/junk folder.

E-mail went to spam folder

Please check if our e-mails are delivered to your inbox. If they end up in the spam or junk folder, please whitelist our e-mail address.

Our e-mail domain is greylisted

Some e-mail providers use Greylisting and don’t deliver our e-mails to the recipient after the first try. Our e-mail server is trying to send the e-mail again after some time. Only after a second deliver attempt, the e-mail is routed to the recipient. In the worst case this procedure can last up to one hour.

Forwarding problems

If your e-mail provider is checking the SPF-records you might not receive our e-mails when you forward them to another e-mail. Please read forwarded e-mails are not delivered.

For most e-mail providers, you can also add our sender address or domain to your whitelist to ensure safe delivery.

Other reasons

If you still do not receive an e-mail from us, you have the following options:

• Contact your system administrators. They can check why the e-Mail was not delivered
• Register with a different e-mail address
• Have you misspelled your e-mail address? Correct it here.

If you have misspelled or entered a wrong E-Mail during the registration process you can correct it here.

If you have misspelled or entered a wrong e-mail during the registration process you can correct it here:

Change my e-mail Address

The trial period for paid accounts is non-binding and the account will be automatically deactivated after 30 days if you do not sign up for a membership.

The trial period for paid accounts is non-binding and the account will be automatically deactivated after 30 days if you do not sign up for a membership.

You only need to enter your payment info if you have decided to continue using a paid plan after the trial period is over.

However, you can manually close the account yourself at any time in your account settings.

Ensure our e-mails are not blocked or end up in your spam folder. Do not use an e-mail address that forwards our mails.

Our e-mails are delivered to your spam or junk folder

Please check if our e-mails are delivered to your inbox. If they end up in the spam or junk folder, please whitelist our e-mail address.

Our e-mail domain is blocked by your e-mail provider

If you do not receive an e-mail in any of your inbox folders, please check if your mail provider has blocked our e-mail domain. If that is the case, ask to unblock our e-mail domain.

SPF Check fails because your mails are forwarded to another e-mail

When we send an e-mail, we use a Sender Policy Framework (SPF) that your e-mail server can check, if the IP of the server that has sent our e-mail is allowed to do so. If not your e-mail-provider can block our e-mails.

Since we do use a correct SPF-record that matches all IP-addresses of the mail servers we send e-mails from, there is another possible reason why our e-mails are not delivered to your inbox:

The mails we send you, are forwarded to another e-mail address of yours. Since the last e-mail server is seeing the IP address of the forwarding e-mail server and not the IP of our server, the receiving server refuses to deliver the email because the IP check for our SPF record fails.

There are 2 possibilities to overcome this issue:

• Use an e-mail address in your account that is not forwarding e-mails
• Disable the SPF-record check on the receiving e-mail-server for the domain @cbscluster.com

You cannot go back to a free plan after upgrading to a paid plan. However, it is possible to downgrade to paid plans under some conditions.

Can I downgrade from a paid plan to the free plan?

No, this is technically not possible. QR Codes from your paid plans contain your own domain which is different from the free domain.

Can I downgrade from Business plane to Standard plan?

Yes. Please go to your “Account settings” and click on “Change plan”. Please make sure that you have not more QR Codes that are allowed in the standard plan.

Notes for downgrading

• The next invoice will reflect the conditions of your new plan.
• Partial refunds cannot be offered when downgrading.
• You cannot have more QR Codes or Landing Pages than the ones on the new plan before downgrading.

Paid accounts are independent of the free accounts. Once you have subscribed to a paid plan, you can import your QR Codes and Landing Pages as well as the statistics that you created in your free account.

Before you start

Note that the scan limit for QR codes from the free account will not be removed until you have subscribed and imported the QR codes to the paid account.

Subscribe to a paid plan and pay the first invoice

The import of QR codes from the free account only works if you have subscribed to a paid account and you have paid your first invoice.

Note that an import cannot be undone

Once you moved your QR Codes from your free account to your paid account the QR Codes cannot be moved back to your free account.

No import of QR Code design templates

Please be aware that QR Code design templates you saved in your free account cannot be moved into your the new paid account; You will have to recreate them.

How do I import my free QR Codes and Landing Pages to a paid plan?

1. Login to your account

Please log into your account on our QR Platform.

2. Go to the import section

The import process from a free to a paid account will transfer dynamic QR Codes, landing pages, current stats and the media section.

3. Enter the credentials of your free account

Use the credentials of your free account and click Import or click the Facebook button if you registered this way to import the QR Codes.

Done! You should now see the QR Codes of your free account in your current paid plan

What can I do if I get the error message: Wrong username/password combination?

Make sure you’re using the password from the free account and not your paid account. If you have forgotten your password, log in to your free account once with the 1-time login and change the password of your free account.

Will my printed QR Codes continue to work after the import?

Yes. The QR Codes continue to redirect to the target URL once imported. You will see the statistics in your paid account from now on and you can edit the target URL anytime.

Why do I still see the free domain after the import?

QR Codes that are already printed will show the original shortened URL, since this URL is encoded in the QR Code and therefore cannot be changed after printing.

Yes. No matter to which plan you upgrade, the QR Codes will continue to work.

Yes. All QR Codes, landing pages and statistics that you created during your trial will show up in your account once you reactivate your account.

Go to your account settings and click on Terminate Account at the bottom. Please enter your current password and click on Complete Termination.

You can cancel the subscription in your Account tab anytime by clicking on Terminate Account.

If you canceled your subscription, we will not debit from your credit card or send you invoices again after the end of the billing cycle stated on your last invoice.

Delete your account from the account settings

Go to your account settings and click on Terminate Account at the bottom. Please enter your current password and click on Complete Termination to finalize the termination. After closing your account, you will receive an e-mail confirming you, that your account has been deleted.

Options for paid plans

When terminating the account, you will be given the option to:

• Close the account immediately
• Leave the account active until the end of the billing period

You also have the option to keep your QR Codes active even after termination when all open invoices are paid and you have been a customer for at least a year.

Here you can find our requirements and recommendations concerning your passwords for your account on our platform.

Having a secure password is one of the cornerstones for reliability and security of any service in the Internet. Here you can find our requirements and recommendations concerning your passwords for your account on our platform.

Hard Password Requirements

The password for your QR Planet account must be at least eight characters long and contain

• one lowercase letter,
• one uppercase letter,
• one numerical character.

When changing your password, reuse of the last 3 passwords is prohibited.

Our Recommendations

Password Complexity

• Please create a strong and unique password for your admin and user accounts.
• We recommend your passwords to be at least 12 characters long and include a mix of uppercase and lowercase letters, numerical characters, and symbols.
• Easily guessed passwords such as “password”, “123456,” or personal information like birthdays should be avoided.

We urge you to report any suspicious activity or security incident via one of QR Planet’s multipe support channels.

Keeping your Password and Account safe

• Passwords should be updated regularly and changed immediately if there is any suspicion that they have been compromised.
• Passwords must not be shared with others or stored in an easily accessible location.
• We recommend to use reputable password manager solutions to generate and store strong passwords safely.
• Multi-Factor Authentication (2FA) should be enabled to add another layer of security.
• System Access will be locked for one minute after four failed login attempts within a period of ten seconds.

Go to your Account settings and click on ‘Change Plan’. You can upgrade to a higher plan anytime. Downgrading is possible too under some limitations.

You only need to go to your Account settings and click on Change Plan.

You can upgrade to a higher plan anytime. We will issue a 1-time invoice with the difference for the current billing cycle and the next renewal invoice will reflect the conditions of your new plan.

If you upgrade from our free plan to a paid account, you first need to subscribe to the paid account before you can import the QR Codes from the free to the paid plan.

Downgrading is possible too under some limitations. If you want to downgrade please read Can I downgrade from my existing plan to another.

The webspace is the maximum total size of all files that you can store in your media section and depends on the plan you have subscribed.

The webspace is the maximum total size of all files that you can store in your media section. In your Media section you can host the following file types: