Troubleshooting

Most problems have a quick fix. The message the app shows usually says what’s wrong; find it below.

A phone won’t connect

Message	Fix
This QR code has expired or was already used	Codes are single use and expire. In Devices, click Connect device (or New code) and scan the fresh code
Device limit reached	Your plan’s connected phones are all in use. Disconnect one in Devices, or upgrade
This store has no active Rack Scanner plan	Choose a plan on Plans in the Shopify app
Your access to this store has been revoked by the merchant	A manager blocked this person. Restore access from Devices or Staff
Store not found or the app is no longer installed	Check you’re scanning the code from the right store, and that Rack Scanner is still installed
That isn’t a Rack Scanner connection code	Scan the QR code shown in Devices → Connect device, not another QR code

If the camera doesn’t open, check that Rack Scanner is allowed to use the camera in your phone’s settings. You can also tap Enter code manually and type the Store ID and token.

The phone was disconnected

Connections end after 24 hours, and a manager can disconnect, sign out or revoke a device at any time. The Connect Store screen shows the reason. Scan a new QR code to reconnect. See Devices and staff access.

“No product matches this barcode, UPC or SKU”

• Check that the product has this barcode or SKU in Shopify. The code must match the barcode, its UPC/EAN equivalent, or the SKU.
• If you just added the barcode in Shopify, try again; changes arrive within seconds. If it still isn’t found, open Settings in the Shopify app and click Sync now.
• Use the keyboard icon on the scan screen to search by product name instead.

See Barcodes and scanning tips.

A product was counted twice, or not at all

• Scanning the same barcode again adds one unit. If one label is read twice, increase Repeat-scan cooldown in Settings.
• If a second read is ignored when you scan the same item quickly, lower the cooldown.
• Fix any line with +, − or by tapping the number to type the quantity.

A count shows “Needs review”

Some products had conflicts — Shopify’s stock changed during the count — or failed. Open the count in the mobile app and choose Use new Shopify stock & resubmit or Overwrite with my counts. See Submit counts and resolve conflicts.

A scan mode or location is locked

• Not included in this store’s plan on a scan mode: Location Audit needs the Growth plan or higher.
• This location isn’t included in your plan: your plan covers a set number of locations, starting with your default location. Upgrade, or change the default location in Settings.

An order is missing from the To pack list

Only paid, unfulfilled orders that need shipping appear. An order is also hidden while it’s on another pick list, after it’s been packed, and when every item is fulfilled or doesn’t require shipping. Pull down to refresh the list, or check Orders → Pick lists to see whether it’s already on a list.

“Wrong item” while packing

The scanned product isn’t in the order you’re packing. Take it out of the box, then check the order’s lines on the screen. If the right product won’t scan, check its barcode in Shopify or tap the keyboard icon to type the code.

“Scan limit reached” or “Order limit reached”

You’ve used your plan’s barcode scans or packed orders for this billing period. Upgrade on Plans, or wait for the next period. See Plans, free trial and billing.

“No internet connection” or “Can’t reach Rack Scanner”

Rack Scanner needs internet to look up products and update Shopify. Your counted products and pending scans are saved on the phone, and the app reconnects on its own; tap Try again to check now. Can’t reach Rack Scanner means the phone is online but the Rack Scanner server isn’t responding.

“Update required”

This version of the app is no longer supported. Tap Update now, or update Rack Scanner from the App Store or Google Play.

Stock or orders look out of date in the Shopify app

Open Settings. Shopify sync shows when products, stock and orders last synced fully. Click Sync now to run a full sync.

Still stuck?

Email support with your store’s .myshopify.com address, the phone model and the exact message you see — see the support page.