Troubleshooting

Try restarting the app, restarting your device, and checking the App Store or Google Play for updates. Before deleting or reinstalling the app, contact Support from within Nokoris. If the app will not open, email support@altive.co.jp.

Check camera permission, use enough light, focus on the barcode, and keep the camera steady. If scanning still fails, enter the barcode number or product name manually.

• If the camera is unavailable on Android
  • In-app barcode scanning and taking photos require camera permission. Allow it in Settings, or choose Google's scanner or manual entry. Selecting an existing photo does not require camera permission.
  • Google's scanner reads one item at a time and may need an internet connection for its initial setup.
  • The regular in-app scanner can read barcodes offline from the first use, but retrieving product details requires an internet connection.
• If product information does not appear
  • Product details cannot be filled automatically if that product is not in the catalog, even when the barcode scans successfully
  • Use "Add with photo" or "Enter manually" instead

First, check whether the preview appears in your device's Camera app. If the Camera app is also black, restart your device. If that does not help, contact your device manufacturer's support. If the Camera app works but only Nokoris is black, allow Nokoris to access the camera in your device settings, close other apps using the camera, then fully close and reopen Nokoris. Install the latest update if one is available in the App Store or Google Play. If the issue remains, choose an image from your photo library or files. Please also tell Support which screen had the issue, such as Add with photo, stock image, profile image, group image, or timeline, and whether the Camera app can take photos.

First update Nokoris, fully close it, and reopen it. Then check that you signed in with the same Google or Apple account, selected the previous group, and cleared any search or filter conditions. Saved content may still exist even when it is not displayed. Registering it again or deleting the app can make investigation harder, so contact Support from within Nokoris if the issue remains.

If an error appears while creating or editing a stock item, check the following:

1. Check your connection. In the Web version, confirm that you are back online. On iOS and Android, keep the editor open and try saving again after the connection returns.
2. Do not press Save repeatedly. Before trying again, check whether the item already appears in the stock list. If it does, do not start a new registration for the same item; for an edit, check whether the changes were applied.
3. If the issue remains, open "Support & Contact" in the app or Web version and send the support code (if shown), what you were doing, and when it happened. When sent from the app, the app version, device, and OS are attached automatically. Stock creation and editing in the Web version cannot be completed offline, and cloud saving in the apps also requires a connection. If a save error occurs while the connection is unstable, treat it as not saved, keep your input, and save again after reconnecting. Do not delete the app or submit the same stock repeatedly.

If checkout does not open after you select Subscribe on Web, check the reason shown on screen. If new Web subscriptions are paused, try again when they reopen. If you have an existing subscription or a checkout in progress, check your subscription status without making another purchase. If no reason appears, tell Support when it happened and what the screen showed. Open Settings > Recommended > Plans and purchases to review your subscription whether or not you currently subscribe. Your current plan and billing period cannot be selected again, while another plan or monthly or annual billing can be selected from this screen. When a change takes effect depends on the billing provider and the type of change. Check the guidance in Nokoris and on the purchase confirmation screen. If your subscription was purchased through another provider (Web, App Store or Google Play), do not purchase it again. Use the displayed provider's subscription management page to change or cancel it. If a purchase is not reflected, make sure you are signed in to the same Nokoris account used for the purchase through Web, App Store, or Google Play. For App Store or Google Play purchases, check your purchase history and use "Restore purchases". A Web purchase may still be processing, so check the billing screen again without repurchasing. If "Purchased — syncing to group" appears, the purchase is complete; do not purchase again and wait for syncing to finish. Cancel App Store or Google Play subscriptions from the relevant store's subscription management screen. For a Web subscription, open subscription management from the Web billing screen. You can continue using the plan until the end of the current subscription period after cancellation. After paid access ends, timeline items older than 90 days become unavailable, but the history is not deleted because of the plan change or the passage of 90 days. If you resubscribe, saved history becomes available again. For App Store or Google Play purchases, follow the relevant store's refund process. For a Web purchase, check subscription management on the Web billing screen and, if necessary, contact Support while signed in to the Nokoris account used for the purchase. Refunds are not normally prorated and are assessed under the provider's terms, the purchase conditions shown, and applicable law. Monthly and annual plans are available. When a plan change takes effect depends on the billing provider and the type of change, so check the billing-screen guidance and the store's purchase confirmation screen.

Open "Support & Contact" from the app menu or profile, or from the Web app menu, choose a topic, and send your message. You can read replies under "Contact history" and attach additional details or images to a reply. A support code shown on an error screen identifies the type of problem. Include the code, what you were doing, and when it happened. The app version, device, and OS are attached automatically, so you do not need to look up a user ID. For billing questions, include the billing provider, approximate date and time, amount and currency, plan, and the status shown on screen. Never send a card number, security code, password, PIN, or authentication code. If the app will not open, email support@altive.co.jp.

Add stock from the add button on Home. Edit, delete, or duplicate existing stock from the menu on the stock details screen. To register the same product with a different expiration date, use "Duplicate" to carry over its details. If you still cannot perform an action or find a button, update Nokoris and contact in-app Support. Device and app information is attached automatically.