Troubleshooting

Try restarting the app, restarting your device, checking the App Store or Google Play for updates, or reinstalling the app and signing in again.

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.

Check your internet connection, confirm app permissions, and run manual sync from settings. Wait until syncing finishes before closing the app.

Open Settings > About this app > Subscription 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.

If the issue is not solved, first review in-app Help and the support pages on the official website. When contacting Support at support@altive.co.jp, 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, PIN, or authentication code. You can also review questions and answers from other users on the community forum and look for solutions to similar issues.