Reporting a scanning problem

If a code won't scan, is wrongly matched, or the scanner acts oddly, you can send a report to the platform team straight from the scanner. They get what the scanner saw, so you don't have to describe it.

Who can: Owner, Admin, Member, Inventory manager, Clinician

Where the button is

• On a phone, tap the help icon (Scanning help) at the top of the camera, then Report a scanning problem.
• On a larger screen, use Report a problem below the typing field.
• On the unknown-barcode sheet, use Report a problem under the code details.
• When something fails with a red error message, tap Report on the message. The report is set to App error and carries the error text and its reference number, which lets the platform team find what went wrong on the server. The message stays up for 10 seconds.

What you send

1. Under What's wrong? choose one: Won't scan, Not recognised, Wrong product or Something else.
2. Optionally add details, up to 2000 characters.
3. Check the photo. Tap Retake for a fresh one from the live camera.
4. Tap Send report. You need a connection to send.

Open What we'll send to see the list: the code, the barcode type, the mode, the product, your device and the camera resolution. A snapshot of the scanner's own diagnostics goes with it, such as the last code read and its result.

Who sees it

Reports go to the platform's global admins. They get an email and review each report on the Scan reports page (see Scan reports), where they can mark it resolved with a note. A report isn't a chat. If you need an answer quickly, tell your site admin as well.

Sending reports is limited, so very frequent reports may be refused with "Too many reports". Wait a moment and try again.