# Fix common SmartPOS Shopper problems > Troubleshooting for SmartPOS Shopper - sign-in codes, store codes, approval, scanning, store card, cart, checkout, payments, notifications and chat. Source: https://shopper.smartposhub.com/help/troubleshooting/ Last updated: 2026-10-30 Something not working in SmartPOS Shopper? This troubleshooting page lists the common problems shoppers run into — sign-in codes, joining stores, scanning, the store card, cart and checkout, payments, notifications and chat — with the reason and the fix for each. Find your problem in the tables below. ## Signing in | Problem | Why it happens | Fix | | -------------------------------------- | ---------------------------------------------------------------- | -------------------------------------------------------------------------------- | | No code in my e-mail | It’s in spam, the address has a typo, or it’s still on its way. | Check spam/junk, check the address, wait for the timer, tap **Send a new code**. | | “That code isn’t right or has expired” | Typo, or more than 10 minutes passed, or you used an older code. | Use the newest code from the last e-mail, or ask for a new one. | | “Too many tries. Please wait … min” | Too many wrong codes in a row. | Wait the minutes shown, then ask for a new code. | | “You were signed out on this phone” | Your sign-in expired or was ended. | Sign in again — nothing is lost. See [sign in](https://shopper.smartposhub.com/start/sign-in-with-email-code/). | ## Joining and finding stores | Problem | Why | Fix | | ------------------------------------------------- | ----------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------ | | “We couldn’t find a store with that code” | Typo, or the store made a new code (old posters stop working). | Type the 6 characters again, or scan the current poster. See [join a store](https://shopper.smartposhub.com/stores/join-a-store/). | | Stuck on **Waiting for approval** | The store approves members first. | Show your [store card](https://shopper.smartposhub.com/store-card/my-store-card/) at the counter — the cashier can approve you there. | | “This store didn’t approve your membership” | The store declined. | Ask the store. | | A store isn’t in Find stores | Many stores are private and don’t list themselves, or your country filter hides it. | Clear filters, pick **All countries**, or ask at the counter for the QR poster. See [find stores](https://shopper.smartposhub.com/stores/find-stores/). | | **Near me** does nothing | Location is off or not allowed for the app. | Turn on location and allow it for SmartPOS Shopper, then tap **Near me** again. | | “This store isn’t available in the app right now” | The store switched the app off for now. | Shop at the counter or call the store. | ## Scanning and prices | Problem | Why | Fix | | ------------------------------------------- | -------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------- | | Camera doesn’t open | Camera permission is off. | Allow the camera for SmartPOS Shopper in your phone settings. | | “Not found in this store” | Product isn’t in this store’s app catalogue, or you’re in the wrong store. | Check the store name; use **Type a code**; ask staff. See [price check](https://shopper.smartposhub.com/scan-and-go/price-check/). | | “Out of stock here. Ask a member of staff.” | The location shows no stock. | Ask staff — the shelf may have more. | | Price differs at the counter | App prices are estimates; the till decides (offers, weight, tax). | Check the receipt; ask the cashier. | | “Scan & Go isn’t available in this store.” | The store offers price check only. | Pay at the counter as usual. | ## Store card and cart code | Problem | Why | Fix | | -------------------------------------------- | --------------------------------------------- | --------------------------------------------------------------------------------------- | | “This card has expired” | Each card works for 3 minutes, once. | Tap **Show a new card**. See [why the code changes](https://shopper.smartposhub.com/store-card/why-the-code-changes/). | | “You need internet to show your store card” | A new card needs a connection. | Connect, tap **Try again** — or give the cashier your phone number. | | “This store doesn’t accept your membership.” | The store rejected or blocked the membership. | Talk to the store. | | Cart code expired | Cart codes are time-limited. | Tap **Get a new code**. See [pay at the counter](https://shopper.smartposhub.com/scan-and-go/pay-at-the-counter/). | ## Cart, checkout and payments | Problem | Why | Fix | | ---------------------------------------------------------- | ------------------------------------------------------------ | -------------------------------------------------------------------------------------------------- | | “Some items aren’t sold here in the app and were removed.” | Items aren’t sold in the app at this store/location. | Add other items or buy them at the counter. | | “Some items are out of stock or no longer sold here…” | Stock changed. | Remove the marked items to continue. See [your cart](https://shopper.smartposhub.com/shopping/your-cart/). | | “Prices or charges changed. Please check the new total.” | Prices, delivery or discounts changed while you checked out. | Check the new total and place the order again. | | “No payment option is available for this order.” | The store offers no payment for this pickup/delivery choice. | Try another way to get your order, or contact the store. | | Payment page closed / order still **Waiting for payment** | The online payment didn’t finish. | Open the order → **Pay now**. Check your bank before paying twice. | | “The store did not approve your receipt” | Wrong amount, unreadable photo or missing reference. | Read the reason, then **Upload a new receipt**. See [payment methods](https://shopper.smartposhub.com/shopping/payment-methods/). | ## Notifications and chat | Problem | Why | Fix | | -------------------------------------- | ---------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | No notifications | Phone permission off, battery saver, or the store is muted. | **Account › Notification settings** → turn on / **Open phone settings**; turn off battery saving for the app; check the store isn’t **Muted**. See [notifications](https://shopper.smartposhub.com/notifications/notifications-inbox/). | | “Instant alerts are not on yet…” | Instant alerts aren’t available yet; the app checks every few minutes. | Keep the app signed in; alerts still arrive. | | **Not sent · tap to retry** | No connection when sending. | Tap the message to retry. | | “Join this store to send it messages.” | Chat needs a membership. | Tap **Join**. See [message a store](https://shopper.smartposhub.com/chat/message-a-store/). | ## Still not fixed? [Contact support](https://shopper.smartposhub.com/help/contact-support/)When to ask the store and when to ask SmartPOS support. [FAQ](https://shopper.smartposhub.com/help/faq/)Common questions about the app. ## Frequently asked questions **The sign-in code never arrived. What can I check?** Check your spam or junk folder first and make sure you typed your e-mail correctly. The code can take a minute to arrive. If it still doesn't come, wait for the timer and tap Send a new code. Each code is valid for 10 minutes. **The app says too many tries. How long do I wait?** The app shows the number of minutes to wait. After that, ask for a new code and type it carefully. The lock protects your account from people guessing codes. **Why is my store's barcode not found when I scan?** The product isn't in that store's app catalogue, or you are looking at a different store. Check the store name at the top of the screen, try Type a code with the number under the barcode, or ask a member of staff. **My cart had items removed. Why?** The store no longer sells them in the app at this location, or they are out of stock. The app removes items that aren't sold here and marks out-of-stock items so you can remove them before checkout. **I paid online but the order still says Waiting for payment.** The payment page may not have finished or you closed it early. Open the order and tap Pay now to open the payment page again. If your bank shows the money was taken, message the store with the order number before paying again. **Why did the app sign me out?** Sign-ins on a phone expire after a long time without use, or when you signed out or deleted the account on another device. Sign in again with your e-mail code; your stores, receipts and orders come back.