SNEAKERSCAN
Help Centre/Troubleshooting

Recover quickly

Troubleshooting

Camera permission, poor OCR, API connection failure, Sentry/error reporting, and common recovery steps.

Camera does not open

Check that SneakerScan has camera permission:

  1. Open iPhone Settings.
  2. Find SneakerScan.
  3. Enable Camera.
  4. Return to SneakerScan and try again.

The scan misses fields

Retake the scan with:

  • One label in the frame.
  • Better lighting.
  • Less glare.
  • A steadier hand.
  • The full label visible.

If the style code or EU size is missing during stock scanning, SneakerScan will not increase an existing quantity. Retake the scan or add an incomplete row and edit it.

The colourway is misspelled

Colourways are often the hardest field to read from a label.

When a valid style code is available, SneakerScan can ask the SneakerScan API for a cleaner colourway. If that lookup is unavailable, OCR colour text may still be used as a fallback.

You can edit the colourway from the stock detail screen.

A size looks wrong

Open the stock detail screen and check the UK, EU, US men's, US women's, and US kids size fields. SneakerScan uses EU size for stock matching. The stock row shows UK size for quick operational use.

Rows or merges did not combine

Open the relevant rows and compare:

  • Style code
  • EU size
  • Whether one row is missing either field

Merge uses style code plus EU size. If two rows did not combine, one of those fields is probably missing or different.

CSV export does not show Google Drive

The iOS share sheet controls the available destinations.

Check that:

  • Google Drive is installed.
  • You are signed in to Google Drive.
  • Google Drive is enabled in the share sheet.

You can usually use Save to Files as a fallback.

API connection test fails

Open Settings and use Test Connection. If it fails:

  1. Check your internet connection.
  2. Try again on Wi-Fi or mobile data.
  3. Wait a few minutes and retry.
  4. Contact support if the problem continues.

Sentry and error reporting

If the app crashes or behaves unexpectedly, open Settings > Help and Support. Use Contact Support or Report Scanning Problem.

The support email can include diagnostics such as app version, build, iOS version, device model, and API host. Error reporting is used to understand crashes and technical failures, not to collect shoe-label details unnecessarily.

Useful error signals include:

  • OCR failed
  • Camera capture failed
  • API returned a status class such as 4xx or 5xx
  • CSV export failed
  • Stock merge failed