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Start by identifying the surface, organization, record, and last action that failed. This keeps retries safe and gives support enough context to help quickly.

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First checks

  1. Confirm you are signed in to the intended organization.
  2. Confirm your connection, then refresh the page or mobile screen.
  3. Open the record from its main list to verify that it is active and visible.
  4. Check whether the relevant feature is on in Settings > Features.
  5. Ask an administrator to verify your organization role, work-order visibility, team membership, or Ask Canary tool access.
  6. Retry once after reviewing the current record state.
Repeated writes can create duplicate intent in some workflows. Review the list, history, or latest state before submitting the same action again.

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Common issue types

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Preserve the current state

Keep form values, screenshots, record URLs, and displayed error details. For a concurrency or conflict message, reload the latest record and reapply only the intended change.

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Contact support

Email support@oncanary.com with:
  • Organization name
  • Record type, name, and URL or ID
  • Web, iOS, Android, or public API
  • Local time and timezone of the problem
  • Exact steps and displayed error
  • Screenshot with secrets and sensitive information removed
  • API request_id or X-Request-ID header when relevant
Never send an API secret, password, session token, or full authentication header.

QR and barcode scan issues

Fix camera, label, identifier assignment, and record-resolution problems.

API errors

Diagnose public API authentication, scope, validation, conflict, and rate-limit responses.