Troubleshooting and Support

What do I do if the app does not open, scan, or load results?

Last updated September 23, 2026 3 min read
Fix
The short answer

Check permissions, connection, app version, and phone state when PriceGoose will not start, the camera stays black, or results never arrive.

Short answer

Most problems fall into three buckets: the app will not start, the camera will not see anything, or results never arrive. Start by fully closing and reopening the app, then work through the section that matches your symptom.

When to use this article

Use these steps when the app crashes or hangs on launch, the Scan tab shows a black or frozen viewfinder, or a scan spins without ever returning prices.

The app will not open or crashes on launch

  1. Fully close it. Swipe it away from the app switcher rather than just returning to the home screen, then reopen.
  2. Restart the phone. This clears a surprising share of one-off launch failures.
  3. Check for an update. Open the App Store or Google Play listing and select Update if it is offered.
  4. Check your OS version. A phone below the minimum version in the store listing may install the app but run it unreliably.
  5. Reinstall as a last step. Your account and scan history are on the server and come back when you sign in. Location and search radius settings are saved on the phone, so check them after reinstalling.

The camera is black, frozen, or will not scan

  1. Confirm camera permission is granted. On iPhone: Settings → PriceGoose → Camera. On Android: Settings → Apps → PriceGoose → Permissions → Camera. See What permissions does PriceGoose need?
  2. Close other camera apps. Only one app can hold the camera at a time.
  3. Clean the lens, and check nothing is covering it — a case lip is a common culprit.
  4. Check your framing and lighting. See How do I scan a product? for what actually decodes well.
  5. Reopen the app if the viewfinder froze after a call or notification interrupted it.

Results never arrive

  1. Check your connection. Prices are looked up over the network. A weak signal deep inside a store is very common — try near the entrance or on Wi-Fi.
  2. Wait a little longer. Stores are checked one at a time, so a full result takes a few seconds.
  3. Check whether you are signed in. If the app has returned you to the sign-in screen, the session expired. See Why can’t I sign in?
  4. Check your location settings. A wrong postal code or a small search radius produces short or empty results. See Why did no prices show up near me?
  5. Check for a scan limit message. Scans are capped per account each day and each month to control cost. Normal shopping will not reach it.

Common mistakes to avoid

  • Reinstalling before checking permissions, which is the more common cause
  • Assuming an empty result is a crash — see the results articles instead
  • Blaming the app for a weak in-store signal
  • Sending support a screenshot that exposes payment or account details

What to do next

If the problem continues, contact support@pricegoose.ca with your phone model, OS version, the app version from the Account tab, the approximate time it happened, and a cropped screenshot.

Getting Started What permissions does PriceGoose need, and are they optional? Scanning How do I scan a product? Account Access Why can't I sign in?