We have found that in some situations, some Gateways, particularly FreedomFi 5G Gateways, can get stuck trying to scan the QR code on the bottom of the Gateway.

Please try to capture a photo of the QR code on a separate device, and then scan the photo itself with a separate phone or tablet that has the Helium App installed on it.

If your mobile web browser, like Safari, doesn’t allow you to access the camera to capture the QR code, it may be that the browser permissions settings prevent it.

You can either change the permissions or try another browser, like Chrome or Firefox.

Please ensure you are scanning on a device that has the Helium app installed on it, otherwise, you will just end up stuck during the wallet ID step.

Please note that there is no safe or supported way to currently manually enter your serial number or wallet ID number. If you have successfully scanned the QR code on a device running the Helium App, these fields will be automatically filled out for you and you will be allowed to proceed to the next step.