Potential issues and troubleshooting steps
Barcode not scanning
If individual product barcodes are not scanning, check that said product has a barcode set against it within the product itself in Veeqo.
Barcodes not scanning when picking or finding your products? Check this guide
Not seeing any picking batches?
Check to see if you have your picking processes correctly set up with this guide.
If an update is showing as available go ahead and approve the update.
1. Slide the top notification bar down
2. Click on the Veeqo App update notification
3. Approve the update
4. When the app update is complete sign in.
5. Press the Scan button to see if the laser works after doing this.
Try resetting the Veeqo App
1. Exit the Veeqo app by pressing the recent-apps key
2. Swipe the Veeqo app up to the top to close it
3. Press the Home Button
4. Open the Veeqo app by clicking on the icon
3. Press the scan key
Attempt a factory reset.
1. Go to Apps and choose Settings
2. Select Backup & Reset
3. Click Factory Data Reset
4. Reconnect to your Wifi
5. Re-download the Veeqo app
Note: Does the laser light up when pressing the Scan Key? If no then please contact supplier directly by visiting these pages
If you’re based in the USA please click here.
If you’re based in the UK please click here.
The Veeqo Gun Handle
If you have purchased the separate Gun Handle for The Veeqo Scanner and it is not triggering a scan but the scan button at the either side of The Veeqo Scanner is triggering, then please follow steps to contact the supplier for your relevant region.
If you’re based in the USA please click here.
If you’re based in the UK please click here.
The Veeqo Scanner Single-Slot Charging Cradle
If you have purchased the separate charging cradle for the The Veeqo Scanner and it is not charging the scanner but the included USB-C cable is, then please follow steps to contact the supplier for your relevant region.
If you’re based in the USA please click here.
If you’re based in the UK please click here.
Unable to log in
Check your internet connection by running a speed test
Open the internet browser
Search 'speed test'
Click on Run Speed Test
Note: Did the test complete successfully? If the test did not complete successfully this could be an issue with your internet connection.
5. Try Logging in to the web-app
6. If you are unable to login to the main web-app, you can try resetting your password.
App fails to update
Check to see if the device has the latest version of Veeqo installed
Go to Settings and choose Apps
Click on Veeqo
Under the app name you will see version followed by the numbers.
If your App version number is lower than the version number in the guide, uninstall your current version of the app and download the APK file by copying the URL
Device won’t switch on
Check that the battery is charged on the device
Note: If the battery is dead you will need to allow the battery to charge before use
2. If the device is in a charging dock remove it and attempt to charge with the power cable.
3. Using the original charging plug that was supplied, plug it into the mains and the scanners USB-C port.
Note: Does a red LED turn on when the charging cable is plugged in? This means the device is charging
4. Press and hold the power button for 10 seconds.
5. If the device still doesn’t turn on, please contact supplier on one of these links -
If you’re based in the USA please click here.
If you’re based in the UK please click here.
Error messages
Login Error: (257:Chain validation failed)
This can be caused by the date and time of the device being set incorrectly. To resolve the issue ensure the date and time on the scanner are correct
Device resets
If at any point your device has been reset/factory formatted for any reason, your barcode scanning ability will be turned off by default.
To switch this functionality back on you can follow these steps -
Select the EmKit app in your homescreen or app drawer.
Touch EmKit and then ScanSetting to switch ON.
Returns
If you have a faulty scanner and have been through the above troubleshooting steps, you can arrange a warranty return by following instruction in the following links -
Software Issues
If you're having software issues when using our scanner, please contact our support team, for hardware issues, please see below.
Hardware Returns
US Returns
We offer a 1 year warranty which covers basic manufacturer defects.
If you have gone through our troubleshooting steps, please email our partners at Janam via janamcare@janam.com where they can take your details and assist in returning your device under warranty.
A 30 day return policy* is also offered. you can query this via the email address above.
*Units must be un-used and in all original packaging
UK Returns
We offer a 1 year warranty which covers basic manufacturer defects.
If you have gone through our troubleshooting steps, please email our partners at Symec via customer.care@symec.co.uk where they can take your details and assist in returning your device under warranty.
A 30 day return policy* is also offered. you can query this via the email address above.
*Units must be un-used and in all original packaging
1 Year Warranty
Point Mobile’s comprehensive warranty does not cover damages caused by/from:
operation outside the usage parameters: IP rating, drop range, temperature range, etc.
usage that is not in accordance with product instructions;
modification or service by anyone other than Point Mobile or a Point Mobile authorized service provider;
loss or damage in transit;
improper site preparation, maintenance, or environmental conditions that do not conform to Point Mobile’s site specifications;
As a result of misuse, abuse, contamination, improper or inadequate maintenance, calibration, or storage, problems with electrical power, or other external causes; -using accessories, parts, or components not supplied by Point Mobile;
virus, infection, worm, or similar malicious code not introduced by Point Mobile;
force applied only to a certain part of products;
using cleaning chemicals or other active ingredients that are not recommended by Device Cleaning and Disinfection guidelines;
unsolicited testing, application programming, or system integration performed by individuals not contracted or approved by Point Mobile;
acts of God events such as earthquake, fire, flood, and lighting; or
man-made disasters such as larceny and war.
In addition, Point Mobile’s comprehensive warranty does not cover the following:
Repairs that require replacements of housings, screens, or other components to resolve cosmetic imperfections (scratches, dents, dings, etc.) that do not affect the functionality of products; -Severe damages that require replacements of housings;
Accessories including batteries (only 6-month warranty);
Products with original serial numbers removed, obliterated, or altered; or
Repairs that require components that are no longer available for purchase on a commercially reasonable basis.