Troubleshooting & FAQ
Frequently asked questions
Quick answers about Rack Scanner — scanners, barcodes, connecting phones, counts, conflicts, pick & pack, locations, offline use, staff access and billing.
Do I need a barcode scanner?
No. Rack Scanner uses the camera on any modern Android phone or iPhone. It reads EAN, UPC, Code 128, Code 39, Code 93, ITF-14, QR and Data Matrix codes. See Barcodes and scanning tips.
How does pick & pack work?
Staff open Orders in the app and see only paid orders waiting to ship. They pack one order at a time, or batch-pick many orders from one combined list, then scan every item into the box. Wrong items are flagged before the parcel is sealed, and the packing slip prints from the phone. See Pick and pack orders.
What if my products don’t have barcodes?
Rack Scanner also matches SKUs, and staff can search by product name. For the fastest counting, add barcodes in Shopify — Rack Scanner picks them up automatically.
How does a phone connect to my store?
In your Shopify admin, open Rack Scanner → Devices and click Connect device. Staff scan the QR code in the app. Each connection lasts 24 hours for security; after that, they scan a fresh code. See Install Rack Scanner and connect a phone.
What happens when I submit a count?
Rack Scanner sets Shopify’s available quantity at that location to the number you counted, and records it as a cycle count in Shopify’s inventory history.
What if stock changes while we’re counting?
If an order or another update changes stock during the count, Rack Scanner flags the product as a conflict instead of overwriting it. You can resubmit against the new Shopify stock or overwrite deliberately. See Submit counts and resolve conflicts.
Does Rack Scanner fulfill orders in Shopify?
No. Rack Scanner marks orders as packed and keeps a record of who packed what. You keep fulfilling and buying labels in Shopify, or in your shipping app, as usual.
Can I scan an order barcode?
Yes. Every packing slip printed from Rack Scanner has an order barcode. Scan it in Orders to open that order, or to resume the pick list it’s on. You can also type the order number. See Packing slips and order barcodes.
What counts toward my order limit?
An order counts once it’s fully packed and marked done in the app. Picking, skipping or canceling a pick list doesn’t use your allowance.
Does it work with multiple locations?
Yes. Pick the location before counting, and set a default location for your team in Settings. Your plan sets how many locations you can count.
Can I count shelf by shelf?
Yes. Location Audit mode (Growth plan and up) lets staff set a shelf or bin label before scanning. Products on several shelves are added together. See Count shelf by shelf.
What happens if the Wi-Fi drops?
Counts are saved on the phone and sync when the connection returns. The app shows an internet status screen until it reconnects.
Can I remove a staff member’s access?
Yes. Disconnect a device, force a logout, or revoke a person’s access to your store entirely from Devices or Staff. See Devices and staff access.
Does one plan cover several stores?
No. Each plan covers one Shopify store. Install Rack Scanner on each store you want to count.
Is there a free trial?
Yes. Every plan starts with a 7-day free trial, and you’re billed through Shopify after it ends. The trial applies to your store’s first subscription. See Plans, free trial and billing.