FAQ
Getting started
Section titled “Getting started”Do I need an account? Yes. You sign in with credentials provided by your organisation, through its single sign-on.
Can I use the app without internet? Yes. You can capture in offline mode and the app saves each session on the device. A result is only produced once the session uploads, which happens automatically when you are back online or when you sync it yourself. See Working offline.
What happens if I lose connection during a scan? The capture is saved rather than lost. It appears in Event History as pending and uploads when a connection returns, or when you sync it manually. The result then shows against the same capture.
Capturing
Section titled “Capturing”Why was my image rejected? The image quality was not good enough. Follow the on-screen guidance and the image guide, then try again. Contact support if it keeps happening.
Why does the app ask me to adjust lighting, angle, or distance? Those prompts help you capture a good-quality image so the platform can return a reliable result.
Why does it say “low light”? The scene is too dark. Move somewhere brighter or improve the lighting — capture is blocked until the light is sufficient.
Which phone should I use? Most modern Android phones work. A 12 MP or higher camera is recommended; see requirements.
Results
Section titled “Results”How long does a scan take? Usually a few seconds, depending on your connection.
What do “Uncertain” and “Error” mean? Uncertain means the platform was not confident enough — often because the image was not clear. Error means the check could not be completed. Retry with a careful capture; if it persists, reject the result with a comment or contact support with example images.
Why do I get different results for the same product? Results are normally stable but can vary when images are taken in poor conditions. Keep capture conditions consistent and report recurring cases with example scans.
What happens to the images I capture? They are securely uploaded to produce the result and may be used to improve the platform over time. Location, when permission is granted, is used for geographic reporting in the dashboard.
Feedback
Section titled “Feedback”When should I reject a result? Whenever you know the result does not match the actual product and can explain why. Add a comment so the reviewing team has your context.
What happens after I submit feedback? It is reviewed by your team — it helps investigate issues and improve the platform. Feedback does not change the result itself, and it is linked to your account rather than anonymous.
Dashboard and data
Section titled “Dashboard and data”What is the difference between Live Events and Analytics? Live Events shows activity as it happens; Analytics gives a processed, summarised view. Small differences between them are normal.
Can I export data? Yes, if your role allows it. If you do not see the option, contact your administrator. Exports typically include the result, date and time, product, location (if available), and the user.
Why do some events have no location? Location depends on the inspector’s device and permissions. If it was not available, it is not shown.
Why can’t I see all the data? Access depends on your role; some users have limited visibility by design. Data is also kept separate per organisation and is never shared across tenants.
What is the Review Center for? It is where analysts review inspector disagreements and cases the platform was unsure about, to identify patterns and resolve them.
Reliability and limitations
Section titled “Reliability and limitations”How accurate is the platform? It is designed to be highly reliable when used correctly. Results depend on image quality and how the product is captured.
Can it make mistakes? Yes. Like any automated system it is not perfect, which is why results should support decisions rather than replace them.
Does a result guarantee authenticity, or count as legal proof? No. The platform evaluates visual features to estimate authenticity; it cannot verify everything physically, and results are meant to support operational decisions, not serve as legal certification. The organisation using the platform is responsible for final decisions.
Does this replace QR codes or holograms? No. It works alongside your existing security features.
Support
Section titled “Support”How do I report an issue? Raise a support ticket from inside the product — Settings → Support ticket in the mobile app, or Support → New Ticket in the dashboard — with a short description, what you expected, and images if possible. You can follow the reply on the dashboard. See Getting support and Troubleshooting for what to collect first.