My scan isn’t showing up in my app.Updated 8 months ago

Most of the time, this happens when you didn’t trigger your first scan with your unique QR code (see photo at the bottom of the article). If you don’t use the QR code, ShapeScale won’t know that the scan is linked to your account and will therefore redirect your unassigned scan to the admin account (the account that was originally used to pair ShapeScale).

The admin will find your scan in their notifications tab, and they will need to assign it manually to your account by tapping “Assign” and typing in your email address. Once sent, you will then need to accept the scan assignment from your own notifications tab.

Sometimes, the scan might not appear because your scan failed to upload to the cloud. This can happen when your Wi-Fi signal is slow and unstable. Make sure to place ShapeScale close to your router, and test the speed of your Wi-Fi. We also recommend to avoid using public/guest networks, or data hotspots, as these usually have bandwith limitations.

In very rare cases, the scan will populate in your app but the 3D visual won’t appear. If this happens, please report the scan and alert our team at [email protected].