Depending on your make and model of your phone, scanning behavior can be a bit different. Please try the following tips:

For iPhone, hold the top back part of the phone near, or against the sensor
For Android, hold the middle back part of the phone near, or against the sensor
Keep the phone in place for a couple of seconds
Make sure, NFC is turned on
Remove the cover of your phone, if applicable
Try scanning with less layers of clothing
Reboot your phone. Especially some Android phones can cause NFC-related problems after some time
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