Troubleshooting and support

Start with the symptom below. Keep an encrypted backup before replacing or reconnecting inventory.

Cannot find the Play listing

The public Play listing may not yet be available during internal testing. Use the tester invitation and eligible Google account supplied for your testing track. The public website links to the permanent com.thingzsafe listing.

Scanner cannot read a code

Allow camera access, improve light and hold the printed code steady. Manual entry is available; include any separated leading digit. Unknown codes may need manual naming.

A photo or document will not open

Check that the file has synced and that your device has a suitable viewer. Download the original and try again.

Backup password rejected

Check the selected backup and password case. The app cannot recover a forgotten backup password. Avoid uninstalling the app while your only copy is local.

Send useful details

Use Report a bug or suggest a change in Android or the portal, or use the Contact us page on this website. Include app version, device/browser, steps and what happened. Remove personal information from screenshots.

Still need help? Contact support.