Help · Updated 22 October 2026

Troubleshooting

Most problems have one of six causes: a movement you have not looked at yet, a change that has not synced, a barcode that does not match the item, an email that has not arrived, an import row that cannot be read, or a plan state that has not updated. Each section below says what to check first and what to send support if it does not clear.

Work through the section that matches what you see. Each one starts with the cheapest check, because the cause is usually one step away and not five. If a section ends without a fix, it tells you what to send us.

A number looks wrong

In Mobile Inventory a stock number is not a value someone typed and saved. It is the sum of every movement recorded against that item — receipts, sales, waste, corrections and count results. So the question is never "why is this number wrong?" but "which movement made it this?"

Open the item and open its movement history.
Read backwards from the top. Each row names the actor, the device and the time, and the quantity it added or removed.
Look for the movement that does not belong: a receipt that was entered twice, a sale at the wrong quantity, a correction with a reason you do not recognise.
Compare with what you expect on the shelf. If the ledger is right and the shelf is wrong, the answer is a count, not an edit.

Two shapes of "wrong" are not errors. A line left empty during a count keeps its current stock and never becomes zero. And if stock changed while a count was running, the review says so and keeps that receipt in the ledger.

Because movements cannot be edited or deleted, you do not fix a wrong number by changing history. You record a correction with a reason, and the correction carries your name and the time.

Sync is stuck

Check the badge on the home screen first. N waiting to sync is the count of changes recorded on the device that the server has not accepted yet.

The badge is falling. It is working. Leave the app open on a good connection and let it finish.
The badge is not moving and the app is open. Switch airplane mode on and off, or move to a different network, then look again. Sending happens while the app runs.
The app names a refused change. That is a permanent rejection — a permission error, for example. It will not clear by waiting. Fix the cause, or ask a manager to make the change.

Do not re-enter a stuck change to push it through. Each queued change carries its own id and is sent once, so a retry cannot duplicate it — but a second entry by hand is a second movement, and it will land. Do not uninstall the app or clear its data while changes are waiting either: they have not reached the server yet.

A barcode will not scan

Scanning fails for four ordinary reasons, in rough order of frequency.

The label is not a code the app reads. The app reads EAN-13, EAN-8, UPC-A and Code 128. A QR code, ITF or Codabar label will not decode.
The barcode on the item does not match the label. The scan found the code but no item claims it, so you get the New item form. Open the item, check its barcode field, and correct it instead of creating a duplicate.
The scan is not reaching the app. With a Bluetooth or USB scanner the code is typed like a keyboard. If nothing appears, click into the right field first, and check the scanner is in keyboard (HID) mode and paired.
The label is unreadable. Glare, a crumple, a scuff or too little light will stop a camera scan. Tilt the item, change the light, flatten the label, or print a fresh Code128 label.

The web trial cannot use a phone camera as a scanner: scanning is a phone-app action.

You cannot sign in

Sign-in is email and password, and two different problems look alike here.

Wrong password. Use the reset link on the sign-in screen. The link goes to the address on the account; check the spelling before requesting a second one.
The reset email does not arrive. The hosted project's transactional email is not fully connected yet, so a reset link may not reach you. This is a known limitation, not something you did wrong. If you are still signed in on a device, change the password from inside the account settings — that works, and it is the reliable route today.

Check the spam folder before anything else, and give it a few minutes. If you are signed out everywhere and the reset link never arrives, email [email protected] from the address on the account and say that you are locked out.

An import rejected rows

The importer checks before it writes. Check file lists every row it cannot read with its line number, and nothing is written until the import runs — so a rejected row is a preview, not a half-finished import.

Required columns are missing. Every file needs name and sku.
A row is blank or malformed. An empty name, a duplicated SKU or a quantity that is not a number will be listed by line.

Fix the listed rows in the file and check again. Re-importing the same file updates items and does not add opening stock a second time, so a corrected second run is safe.

You paid but the shop is still read-only

Store billing is not open yet, so a payment through the app store is not something the product can complete today. When billing opens, a purchase is held by the store and the shop reads its plan from the store's subscription state. If the plan does not appear after a purchase, use the store's restore purchases action first, then reopen the app.

If the shop still shows read-only after that, email support with the store receipt reference and the email address on the account. Do not buy a second subscription to force the state through.

Before you email support

the shop name, and the email address on the account;
the item name and SKU, or the barcode, if the problem is about one item;
the date and rough time of the change, with the time zone if you are outside it;
the device and whether you were in the app or the web trial;
what you expected and what you saw, in one sentence each;
the exact wording of any error message, copied rather than summarised;
whether you were offline at the time, and whether the badge showed changes waiting.

Write to [email protected]. One email with those details is more useful than a thread of follow-ups.

What it does not do yet

No in-app support chat. Email is the channel.
No self-serve way to undo a movement, and no way for support to edit the ledger either — a correction is the only fix.
No automatic retry of a permanently rejected change.
No password reset by SMS or authenticator app.

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