Troubleshooting

"We couldn't verify this code"

Check, in this order:

1. Logged in with the right account? SKU and barcode must be on one of that customer's own orders in your store. An order placed as a guest or with another e-mail doesn't count.
2. Units left? Each unit of an order line registers once. Check Registrations for the order.
3. Which rule? Settings → Rules → Test a product shows whether the product asks for a SKU, a barcode or a serial number.
4. Serial number: does it match the format, is it on your imported list (Settings → Serial numbers → Look up a serial number), is it already registered?
5. Too many tries? After 20 failed checks in a day the customer has to wait until tomorrow.

Cancelled orders, refunded lines and deleted products can't be registered.

The product isn't under "Products from your orders"

It's only listed while it has units left to register, and only for orders of the logged-in customer. The app looks at the customer's 100 most recent orders, and the list can take up to two minutes to show a new order.

The form or block is missing

Shopify doesn't add app blocks by itself. Add Product registration in the theme editor (Add section → Apps); after switching themes, add it again. /apps/warranty works without the block.

Warranties don't show in the customer account

Add the Product warranties block to the Profile page (Settings → Customer accounts → Customize). It needs the new customer accounts. The summary updates after each registration or claim change.

"Scan barcode" doesn't work

• The button needs a camera and a secure (https) page; on a computer without a camera it isn't shown.
• If the customer refused camera access, the form asks them to type the code. They can allow the camera again in the browser's site settings.
• Poor light or a curved label can make a barcode hard to read. Typing the code always works.

E-mails don't arrive

Check that Settings → General → Email customers about registrations and claims is on. Ask the customer to check spam for notify@mail.lilya.work.

Still stuck?

Write to support@lilya.work with your store's myshopify.com address and the claim or registration number.