Snap: Troubleshooting

Solutions to common issues you may encounter while using merchi.ai Snap.

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Sign-In Issues

Can’t sign in

Solutions:

1. Check your email address and password are correct
2. Use the Forgot Password link on the sign-in screen to reset your password
3. Ensure you have an active merchi.ai Enterprise account. Snap is not available on Free Trial, Basic, or Professional plans.
4. Check your internet connection
5. Force-quit the app and reopen it

SSO sign-in not working

Solutions:

1. Ensure your organisation’s SSO is configured correctly. Contact your IT administrator if it is not.
2. Make sure the browser redirect completed and returned you to the app
3. If the browser opened but the app didn’t resume, force-quit the app and try again
4. Contact support if the issue persists

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Camera Issues

Camera won’t open

Symptoms: Tapping Continue on the Identify step does nothing, or shows a permission error

Solutions:

1. Go to Settings → Privacy & Security → Camera (iOS) or Settings → Apps → merchi.ai Snap → Permissions → Camera (Android)
2. Enable camera access for merchi.ai Snap
3. Return to the app and try again

Barcode scanner not detecting codes

Solutions:

1. Ensure there is enough light on the barcode
2. Hold the camera steady and at a slight distance. Too close can make the scanner fail.
3. Try different angles if the barcode is curved or partially obscured
4. Enter the Product ID manually if the barcode is damaged

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Upload Issues

Upload fails

Symptoms: Error alert after tapping Submit, or the job immediately shows as Failed

Solutions:

1. Check your internet connection. Snap requires an active connection to upload.
2. Try switching from mobile data to Wi-Fi (or vice versa)
3. Force-quit the app, reopen it, and try submitting again
4. If the error message says Out of credits, your account has exhausted its credit allowance. Contact your account administrator or merchi.ai support.

Upload is very slow

Solutions:

1. Check your signal strength. Multiple high-resolution photos can be slow on a weak connection.
2. Move to a location with a stronger Wi-Fi or mobile signal
3. Reduce the number of photos if you have taken more than necessary

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Processing Issues

Job stuck on Processing

Symptoms: A job stays in Processing status for more than 5–10 minutes

Solutions:

1. Pull to refresh in the Queue tab to force an immediate status check
2. Close and reopen the app. The queue is restored from local storage and polling resumes.
3. Check the web app’s All Products View to see if the product appeared there despite the mobile status not updating
4. Contact support with the Product ID if the job appears genuinely stuck

Job failed

Symptoms: Red exclamation mark on a queue card, or “Processing failed” message

Solutions:

1. Open the product on the web app to see if any content was partially generated
2. Re-submit the product via the Capture tab with better-quality images
3. Ensure images are well-lit, in focus, and show the product clearly
4. Contact support with the Product ID if failures continue

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Studio Cutout Issues

Studio Cutout placeholder not resolving

Symptoms: A pulsing “Processing image…” tile stays in the carousel for a long time

Solutions:

1. Background removal runs after main content generation and can take a few minutes. Wait a little longer before refreshing.
2. Pull to refresh on the product detail screen to check for newly arrived images
3. If the tile is still there after 10 minutes, force a refresh by pulling down
4. Poor connectivity at the time of submission may have delayed the job. Contact support if it doesn’t resolve.

Studio Cutout quality is poor

Solutions:

1. Use a high-contrast background when photographing. A mid-grey or coloured background gives the AI clearer edges than a white or patterned surface.
2. Avoid shooting the product on a surface that matches its colour
3. Use the Edit Images screen on the product detail to delete the poor cutout and re-submit the product with better source photos

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Display Issues

Product list shows “Failed to load”

Solutions:

1. Check your internet connection
2. Pull to refresh
3. Force-quit and reopen the app
4. Sign out and back in if the issue persists

Products in “This Device” view are missing

Symptoms: Products you photographed don’t appear in the This Device filter

Solutions:

1. Switch to All Products to confirm the product exists
2. “This Device” only shows products submitted from the current physical device. It won’t show products captured on a different phone.
3. If you reinstalled the app, the local device product list was cleared. Use All Products view instead.

Images not loading

Solutions:

1. Check your internet connection. Images are loaded from the merchi.ai CDN.
2. Pull to refresh
3. If images consistently fail on a specific product, they may still be processing. Wait and try again.

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Account Issues

”No access” screen after signing in

Symptoms: After signing in, you see a “No access” or similar message

Solutions:

1. Your merchi.ai account may not have been provisioned for Snap access. Contact your account administrator or merchi.ai support.
2. Ensure you are signing in with the correct account. Snap requires an Enterprise plan.

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Getting More Help

If you can’t resolve your issue using this guide:

1. Email support: support@merchi.ai
2. Include the following in your message:
   • Your account email address
   • The Product ID you were working with (if applicable)
   • A description of what you were trying to do and what happened
   • Your device model and OS version
   • Screenshots if possible