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Troubleshooting

Most problems have a quick fix. Find what you or your customer are seeing below. For problems connecting a helpdesk, see the troubleshooting section of its guide.

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What your customer might see#

Why it happens

  • The link ran out, or a newer link was sent. Each new link replaces the one before it.

How to fix it

  1. Re-send from the ticket (Send Verification Link) or from the claim page (Re-send). The customer is told to reply in your conversation to ask for a new link.

"Please open this link on your phone"#

Why it happens

  • The customer opened the link on a computer. The steps need a phone's camera and motion sensors.

How to fix it

  1. Ask them to open your message on their phone and tap the link there.

"Open this link in your browser"#

Why it happens

  • The link was opened inside another app, such as Instagram, Facebook, TikTok or Gmail, where the camera steps often do not work.

How to fix it

  1. The customer taps Open in my browser, or Copy link and pastes it into Safari or Chrome.

"Please open this link in another browser"#

Why it happens

  • The browser cannot run the camera steps.

How to fix it

  1. On iPhone (iOS 15 or later): Safari, Chrome or Firefox. On Android (10 or later): Chrome or Samsung Internet.

"Camera access is off", "Your camera is in use" or "No camera found"#

Why it happens

  • Camera access was declined, another app is using the camera, or the device has none.

How to fix it

  1. In the browser's settings for this site, set Camera to Allow, then try again.
  2. Close other apps using the camera.
  3. Or open the link on another phone.

"Let's try that one again"#

Why it happens

  • A step could not see what it needed, for example a label too blurry to read.

How to fix it

  1. The screen gives a tip for the step, such as moving closer or holding still. After three tries the capture moves on, and the Result notes the step that was not finished.

The customer no longer has the label or the box#

How to fix it

  1. They tap I don't have the label or I don't have the box, say why, and carry on. You see that it was not available. Without the label the parcel cannot be matched to the order, so the best Result is Needs Review.

The customer stopped part-way#

How to fix it

  1. They open the same link again. Within 10 minutes they continue where they left off; after that, the steps start again and the link still works.
  2. Home lists customers who stopped part-way under Requires attention.

"This check is no longer needed"#

Why it happens

  • The claim was cancelled or closed.

How to fix it

  1. Send a new link if the customer still needs to do the check.

What you might see#

"No order matched this ticket"#

Why it happens

  • The ticket names no order number Verilo can read, and the customer's email has no orders in your store.

How to fix it

  1. Use Choose order or item in the helpdesk card, or add the order number to the ticket, such as "#1005".

New links are paused#

Why it happens

  • The Data Processing Agreement is not accepted: accept it in Settings → Data and privacy.
  • No plan is approved: choose one in Billing.
  • This month's verifications are used: change plan in Billing, or wait for the reset.
  • The trial's verifications are used (the 14-day free trial with 20 verifications): your plan starts when the trial ends, or click Start your plan now in Billing.

How to fix it

  1. Links already sent keep working while new links are paused.

Every Result is Needs Review#

Why it happens

  • The orders have no tracking number in Shopify, so the label cannot be matched.
  • The products have no image in Shopify.
  • The customer's phone could not use its light.

How to fix it

  1. Add tracking numbers and product images in Shopify. Open a claim's checks to see which applies.

A claim shows "Processing failed"#

Why it happens

  • The customer finished, but Verilo could not process the recording after three tries.

How to fix it

  1. Re-send to give the customer a new link. The Verilo team is alerted automatically.

"Ticket not updated" on a claim#

Why it happens

  • Verilo could not write a note or tag to the helpdesk ticket after retrying for several hours.

How to fix it

  1. Click Test connection on the helpdesk's card in Integrations, and reconnect if it fails. The claim itself is up to date in Verilo.

Evidence photos show "Photo unavailable"#

Why it happens

  • Raw recordings and photos are deleted after the media retention period (90 days unless you chose longer).

How to fix it

  1. Results, checks and fingerprints stay. To keep photos longer for future claims, choose a longer period in Settings → Data and privacy.

Still stuck?#