Troubleshooting and support

Find ThingzSafe on Google Play

Open the Google Play link on the ThingzSafe website and install the app published by ThingzSafe.

The scanner cannot read a code

• Allow camera access in your phone's settings.
• Add more light and hold the code steady.
• Type the code instead. Include any separate first digit at the far left.
• If the product is not in the catalogue, type its name yourself.

A photo or document will not open

• Check that it has finished syncing. In a household, a new file may take a moment to arrive.
• Check that your phone has an app that can open that kind of file.
• Download the original file and try again.

Backup password rejected

• Check the spelling and the capital letters, and that you picked the right backup file.
• A forgotten backup password cannot be recovered.
• If your only copy is on this phone, do not uninstall the app.

The app closed by itself

Open it again. ThingzSafe may offer to send a report. Read it first, then tap Email report. Nothing is sent unless you send it. See Menu → App → App settings to switch error reports on or off.

Send useful details

1. Go to Menu → App → Report a bug or suggest a change, or use the Contact form on the website.
2. Tell us the app version, your phone or browser, what you were doing, and what happened.
3. Remove personal details from any screenshots.

AI recognition says the location needs syncing

That location has not finished syncing to the household cloud. Open Household sync, let it finish and then try recognition again. Check you are using the intended household and location. If sync itself is unavailable, your local changes stay on the phone; follow the sync message and try later.

If recognition or valuations reach a fair usage limit, follow the message. If it seems wrong, contact ThingzSafe Support with its support code. You can continue normal manual entry.