If barcodes aren’t scanning or products aren’t being found after a scan, here’s how to track down the cause.

The Camera Won’t Activate

The app needs permission to use your camera. If the camera icon doesn’t do anything:

Look for a camera or lock icon in the browser’s address bar, click it, and choose Allow
On iPhone/iPad: go to Settings → Safari → Camera and set it to Allow
On Android: go to Settings → Apps → your browser → Permissions → Camera and enable it
Try opening the app in Chrome or Safari — these have the most reliable camera support

After changing permissions, refresh the page and try again.

The Barcode Won’t Scan (Camera)

If the camera is working but barcodes won’t read:

Lighting — make sure the label is well lit; shadows and glare both cause problems
Distance — try holding the device 6–12 inches from the label and keep it steady
Label condition — faded, torn, or wrinkled labels often can’t be read; type the barcode manually instead
Camera permission — if the camera view shows but doesn’t scan anything, try closing and reopening the scan panel

If the barcode reads but the app says the product wasn’t found:

Check Shopify — go to the product in Shopify Admin, open the variant, and confirm the barcode field matches the label exactly (including any leading zeros)
Leading zeros — some scanners drop leading zeros; if your label says “012345678901” but Shopify shows “12345678901”, add the zero in Shopify
Try searching by SKU — if the barcode isn’t in Shopify, the SKU might be; use the search bar as a fallback
Location stock — for inventory counts, the product must have inventory tracked at the selected location in Shopify; if it isn’t stocked there, it won’t appear

If a Bluetooth or USB scanner isn’t being picked up by the app:

Bluetooth — check the scanner is paired and shows as connected in your device’s Bluetooth settings
USB — try a different USB port; some ports don’t supply enough power
Scanner mode — the scanner must be in Keyboard Wedge (or HID) mode; scan the mode barcode from your scanner’s manual if unsure
Test it — open any text field (like the browser address bar or Notes), place your cursor, and scan a barcode; if numbers appear, the scanner works and the issue is with the app connection
Restart — turn the scanner off and back on, or disconnect and reconnect it

If there’s a noticeable delay between scanning and the item appearing:

Network — a weak internet connection slows things down; move closer to your WiFi router or switch to a stronger connection
Session size — very large stock takes (thousands of items) can slow down over time; consider splitting into smaller sessions by category or shelf section