iPhone and Android connect in different ways. On an iPhone, open the camera and point it at the QR code. An iPhone will not connect by touch alone. On an Android phone you can tap the card or scan the QR code. If tapping does nothing, scan the code instead.

Open your camera in normal photo mode and hold the phone about a hand's width from the code. Keep it steady until a banner offers to join the network, then tap the banner. Light reflecting off the acrylic or the frame glass can hide the code, so tilt the phone slightly or move out of direct light.

Check that NFC is switched on by searching "NFC" in your phone's settings. Unlock the screen, then hold the middle of the back of the phone flat against the card for two or three seconds. A thick case, a metal plate or a card holder on the back can block the signal, so remove it and try again.

If your phone has joined this network before, it may look as though nothing has happened. Look for the Wi-Fi symbol at the top of your screen. To test properly, use a phone that has never joined the network, or choose "Forget this network" in your Wi-Fi settings and try again.

Your card holds the network name and password exactly as you gave them to us. If your phone says the password is incorrect or it cannot join, compare your order details with the label on your router, including capital letters and spaces. If the details have changed or there was a typing error, contact us for a replacement card.

Switch your phone's Wi-Fi off and on, then restart the phone and try once more, standing in the same room as the router. If you can, test with a second phone. If one phone connects and the other does not, the fault is with the handset. If neither connects, contact us.