Frequently asked questions

Shogram is a service for checking information associated with a Shogram Code. A Result reports registration and use status; it is not a product safety or quality certificate. See How It Works and the Consumer Guide.

Yes. Sign in to a consumer account before scanning a product or entering its Shogram Code. Your verification checks are associated with your account. See the Consumer Guide.

A Shogram Code is an identifier that the Platform can check against its records. Other QR codes or barcodes are not automatically Shogram Codes. See Consumer Guide: scan a Code.

Look for the Shogram Code on the product packaging or Label. If you cannot find one, that alone does not establish whether the item is genuine or counterfeit. See Consumer Guide: before you scan.

Scan only when you are about to buy the item. The app asks you to confirm before opening the scanner because a successful Code check uses that Code once. See Consumer Terms and Consumer Guide.

Consumers can check products without a Company plan. A consumer account is required to scan a product or enter its Shogram Code. See Pricing.

The app has language preferences, but complete translations are still being prepared. If a translated page is not available, the interface may show English. See Help Centre when available.

It means the Platform has reviewed Company identity information for a particular Platform status. It does not mean that every Product has been inspected, tested or approved by a government authority. See How It Works and the Disclaimer.

Open the verification flow, confirm that you are about to buy, then scan or enter the Shogram Code using an available option. Wait for a completed response; an error or offline state is not a Result. See Consumer Guide: scanning.

A successful Code check uses the Code once. The confirmation helps you avoid using it accidentally while browsing or testing a product. See Consumer Terms.

The app returns you to the dashboard without opening the scanner. You can start again when you are ready to buy. See Consumer Guide: confirmation.

A cancelled, failed or interrupted attempt does not use the Code. A completed successful Verification marks it used. See Consumer Terms.

A Code can be successfully verified once. Later checks may show Already Used. If you made the earlier check, use the available history to reopen your own Result. See Consumer Guide: Already Used.

It means the Code is registered and passed the Platform’s checks at the time of the request. It does not certify the Product Unit’s safety, quality, effectiveness or legality. See the Disclaimer.

No. A Code or Label can be copied or placed on different packaging. Check the physical item and seller too, and report concerns through the available route. See Transparency.

The Code has already been successfully verified according to Platform records. It may have been checked earlier or copied; this result alone does not prove counterfeiting. See Consumer Guide: Already Used.

Use the account or device history option shown by the app to reopen your own Result where available. Do not scan the Code again just to test it. See Consumer Guide: scan history.

It means the Platform found a pattern or condition that needs caution under its current checks. It is not a final finding that the item is counterfeit. Check the packaging and seller and consider submitting a Report. See the Disclaimer.

The submitted Shogram Code could not be matched to an eligible record. That does not, by itself, prove the physical item is counterfeit. See Transparency.

The scanned item was not recognized as a Shogram Code. Shogram does not look up or store unrelated barcodes or QR codes. See Consumer Guide: unsupported codes.

No conclusion follows from a missing Shogram Code alone. The product or company may not participate, or the Code may not be visible. Ask the seller or manufacturer if you need more information. See Transparency.

It indicates that the applicable Platform record marks the Product or Batch as recalled. Read any notice shown and follow the manufacturer or relevant authority’s instructions. Shogram is not an emergency service. See Consumer Guide: recalled products.

It indicates that the Batch information associated with the Code shows an expiry date that has passed. Do not rely on the item; check its packaging and contact the seller or manufacturer as appropriate. See Consumer Guide: expired products.

No. The service needs to respond to complete a Verification. An offline attempt is not a Result and is not queued as a completed check. Reconnect and try again. See Troubleshooting: connection.

An error or incomplete request is not a completed successful Verification. The app should not present it as a Result. Retry only when your connection is working. See Troubleshooting.

Check lighting, camera permission, focus and whether the Code is damaged or covered. If the app offers manual entry, use that option. See Troubleshooting: camera.

Use manual entry only if the live screen offers it. Enter the Shogram Code carefully and do not share it publicly. See Consumer Guide: manual entry.

Do not post or send a Code publicly. Someone else may use it before the buyer, and a later check can then show Already Used. See Consumer Terms.

The Result uses records associated with the Code, and those records may be incomplete or incorrect. Do not assume the discrepancy proves a crime. Save relevant details and submit a Report if the app provides that option. See Consumer Guide: reporting.

No. Verification checks Code registration and use status. It is not laboratory testing or medical, safety or quality advice. See the Disclaimer.

A signed-in consumer account is required to scan a product, enter a Shogram Code and manage account-linked features. Registration does not by itself verify your identity. See Consumer Guide: accounts.

No. Account registration and identity verification are different. The audited app does not offer the identity-verified promotion status described in planning materials. See Privacy Policy.

The app processes account and security details such as your name, email, password hash, verification status and preferences. Scan history may be associated with an account or device. See the Privacy Policy.

Verification activity is associated with your account and may also use a device identifier for account continuity or security. A device identifier is not the same as your legal identity. See the Privacy Policy.

The audited verification API accepts scan coordinates only with location consent and rounds them before processing. A Report can also include optional location. Check the live screen before sharing. See the Privacy Policy.

Location is optional where the feature allows it. If you do not want to share it, decline the permission or leave the optional location field off. See Privacy Policy.

Company access depends on the information and permissions exposed by the live service. The exact Report, scan and identity visibility is under review; do not assume that every detail is hidden or shared. See the Privacy Policy.

Account settings provide a data export option where available. Sign in and follow the security checks shown. The export does not include secrets or another person’s private data. See Consumer Guide: data requests.

Use the account deletion option in settings where available. Some records may be retained or anonymized for security, legal or investigation needs; the exact schedule is still being finalized. See Data Retention Policy.

Use the preferences in account settings where available. Some translations and notification delivery options may not yet be active. See Consumer Guide: preferences.

The app uses session/security mechanisms and may remember browser preferences. The exact cookie names and durations are being audited. See the Cookie Policy.

A cookie preference centre has not been implemented in the audited app. Browser settings can clear or block storage, but this may affect sign-in and security. See Cookie Policy.

The complete retention schedule is not yet approved. The Data Retention Policy will list periods once they are verified; do not assume a specific deletion date.

Use [DPO EMAIL] or [PRIVACY REQUEST ROUTE] after those contact details are confirmed. The current draft privacy notice still contains placeholders. See Privacy Policy.

Use the Report option where available and describe what you saw. You may be able to include the seller, photos or approximate location. See Consumer Guide: Reports.

No. A Report is a user submission until it is reviewed. It may be incomplete, mistaken or disputed. See Complaints and Disputes Policy.

The audited report API accepts optional photo attachments subject to its validation limits. Include only images needed to explain the concern and avoid capturing unrelated people or private information. See the Privacy Policy.

The report flow supports optional location when you choose to include it. Check the consent control before submitting. See Privacy Policy.

The exact Company visibility rules need confirmation against the production permissions and APIs. Do not assume your identity is hidden or visible; the final Privacy Policy must explain this before publication. See Privacy Policy.

The app supports Report status for the relevant account or device where available. Sign in or return to the same device and use the report history shown. See Consumer Guide: report status.

The Platform records it for review and may route relevant details to the Company or authorized reviewer. No investigation outcome or response time is guaranteed by the current draft policy. See Complaints and Disputes Policy.

Use the existing Report reference or support route to add relevant information rather than submitting duplicates, when the interface allows it. Provide truthful details and avoid unnecessary personal data. See Acceptable Use Policy.

No. Ratings and Reviews are not currently implemented in the audited application. This may change only after the feature and its rules are published. See Ratings and Reviews Policy.

The Platform does not currently offer Ratings or Company replies. If introduced, the feature rules will explain replies and moderation. See Ratings and Reviews Policy.

No Platform Rating or reward feature is currently available. Any future incentive must follow separate published rules and must not depend on giving a positive score. See Ratings and Reviews Policy.

No. The audited app does not have an implemented Promotion feature. The draft rules do not create an active campaign or entry. See Promotions and Prize Rules.

No. A scan does not enter you into a contest or promise a Prize. Do not rely on campaign claims unless a specific Promotion is enabled and its rules are published. See Promotions and Prize Rules.

The Platform does not currently offer Promotion Points. Any future Points would be governed by the specific campaign rules and would not automatically be cash. See Promotions and Prize Rules.

There is no active Shogram Promotion or Prize. Future campaign rules must name the Company responsible for providing and delivering any Prize. See Promotions and Prize Rules.

No winner-selection feature is currently available. A future Promotion would need to publish its selection method, eligibility, tie-breaker and claim process before it starts. See Promotions and Prize Rules.

There is no active Promotion to join. Future eligibility requirements would be stated in the specific campaign rules. See Promotions and Prize Rules.

Use Company registration to submit the requested business and contact details and documents. The Company’s account status determines which features are available. See Company Guide.

Email verification helps confirm access to the address used for the Company account. Follow the current verification link or request a new one through the sign-in flow. See Company Guide: account setup.

KYC is the Platform’s review of business identity details and supporting documents. It is not Product safety testing, government endorsement or a guarantee of every business claim. See Company Guide: KYC.

The live registration checklist identifies required documents and optional supporting items. Requirements may depend on Company details and country. See Company Guide: document checklist.

The review time depends on the application and the team’s workload. A public response target has not been approved; check the status shown in your account or contact [SUPPORT EMAIL].

The reviewer may need clearer, current or matching information. Read the decision notes, replace only the requested documents and resubmit through the available workflow. See Company Guide: KYC status.

Access can depend on email verification, account setup, KYC status, permissions and plan. Follow the checklist and status message in the Company workspace. See Company Guide: access and status.

No. KYC reviews Company identity information for Platform access. The Company remains responsible for its Products, claims and regulatory approvals. See Company Terms.

The Company registration screen currently asks for acknowledgement of a Code of Practice version marked draft. That draft is not yet an effective legal agreement. See Company Code of Practice.

Staff access depends on the roles and permissions available to the Company. Owners should grant only the access each person needs and remove access when it is no longer required. See Company Guide: staff and roles.

Register only Products your Company makes, owns or is authorized to represent. Product information must match the item and the Company’s lawful claims. See Company Code of Practice.

The Platform’s product model supports Codes associated with Product and Batch records. The enabled generation workflow and exact unit-level association should be confirmed in your account. Do not reuse a Code on another item. See Company Guide: Codes.

The Company API returns a per-Code SVG, and a separate workflow exports batches of Label files. The SVG route must be checked against the approved-Label and no-bare-Code rules before this FAQ can say that only approved, watermarked output is available. Do not copy, share or misuse Codes. See Company Terms.

A Label may be returned if the Code area is too small, unclear or obstructed under the checks shown by the Platform. Follow the on-screen guidance and resubmit. An automated check does not guarantee every physical print will scan. See Company Guide: Labels.

The audited application materials do not confirm a live feature by this name. Use the Label guidance actually shown in your account; do not rely on a mockup or preview as a production validation. See Company Guide: label checks.

Use an upload option only if it is enabled in your Company account. Follow the stated file types, size limits and Code-area requirements. See Company Guide: upload a Label.

The intended rule is that previously printed Codes continue to verify after a plan ends, subject to Code status, Company status and service availability. Confirm the effective plan terms and account notice. See Billing Policy.

Contact [SECURITY CONTACT] promptly and identify the affected files or Batches without sending Codes through an insecure channel. A proposed 24-hour Company notice is still subject to approval in the Code of Practice. See Security Policy and Company Code of Practice.

Only if your agreement and the enabled Platform workflow authorize that partner. The Company remains responsible for secure handling and access. See Print Partner Guide when available.

A Print Job is a managed print workflow where that feature is available. Some screens may be previews; check the production account for the actual steps and controls. See Company Guide: printing.

Label export requests and downloads are audited, and the archive download route limits downloads and sets an expiry. The audit did not confirm a watermark in every output format or route. The production owner must verify watermarking and access controls before promising them. See Company Guide: downloads.

Prices, currency and plan terms depend on the active plan configuration. Review the exact checkout details before paying. See Pricing and Billing Policy.

Available providers depend on the checkout configuration for your account. The checkout page shows the provider options available at that time. See Billing Policy.

The start, duration and any renewal terms must be shown for the selected plan. Automatic renewal and billing periods are not established by this FAQ. See the checkout terms and Billing Policy.

Check your provider’s status and the payment message in the Company workspace. Grace periods, retries and access changes depend on published plan terms; contact [SUPPORT EMAIL] if the status appears wrong.

Refund rights depend on applicable law and the terms shown for the plan. The Platform’s refund policy is still a draft; contact [SUPPORT EMAIL] with your payment reference. See Billing Policy.

Workspace access and retention depend on the plan and approved retention rules. Do not assume that expiry immediately deletes or preserves every record. See Data Retention Policy.

Use a unique password, keep MFA factors private where MFA is enabled, and remove access for staff who no longer need it. Report suspected account compromise through [SECURITY CONTACT]. See Security Policy.

Use [SECURITY EMAIL] only after the address is verified and published. Do not test against other users’ data or disrupt the service. The responsible disclosure policy is still a draft. See Security Policy.

No. It is a submission for review, and the Company or another reviewer may dispute it. See Complaints and Disputes Policy.

Information may be disclosed only where permitted or required by law and after the request is reviewed. The final process and notice rules depend on [COUNTRY/LAW]. See Law-Enforcement and Regulator Requests Policy.

Do not assume that a Company or Product Result is a government approval. Any formal Platform authorization would need to be stated with verified evidence. See Transparency.

Check that your browser or device allows camera access, reload the page and try again. If manual entry is available, you can use it. See Troubleshooting: camera.

First check your internet connection and wait for the service to respond. A failed attempt is not a Result. See Troubleshooting: connection.

An offline or failed attempt does not complete a Verification. Reconnect before trying again; do not treat the pending screen as a Result. See Consumer Guide: offline checks.

Return to the sign-in or registration page and use its resend option if shown. If no option is available, contact [SUPPORT EMAIL]. See Troubleshooting: email.

Check the accepted file type, size limit and whether the image or PDF is readable. Do not email sensitive documents unless support provides an approved secure method. See Company Guide: KYC uploads.

The feature may depend on KYC status, role, plan, country or production availability. Check the account status and ask the Company Owner or support if the reason is unclear. See Company Guide.

Contact [SUPPORT EMAIL] or use [SUPPORT ROUTE — pending]. Include the page and a reference number, but never send a password, MFA code or full payment credentials.