Pivot support

A pairing code is single use and short lived: about 10 minutes for the one displayed in your Shopify admin, 5 minutes for the one a Shopify sign-in returns. Reopen 3D Scans, click New capture, and scan the code shown at that moment. "Pairing token expired", "Pairing token already used" and "Invalid pairing token" all mean the same thing: fetch a fresh code. "QR code not recognized" means the code did not come from Pivot, or its address was not secure, which the app refuses before sending anything. If the camera route keeps failing, use Sign in with Shopify instead: no camera involved.

One surprise worth knowing: scanning another store's code while the iPhone is already paired does nothing at all. Sign out first, under Settings, then Sign out.

This device's access was revoked, which happens after an uninstall, a sign-out, or a change of permissions, and the app drops you back on the connection screen. Pair the iPhone again. If it says your store does not allow creating products yet, go to Settings, tap Sign out, then sign in again: reconnecting is what grants write access to your catalog.

If you see "Pivot doesn't have access to the camera", grant it in the iOS Settings app and come back; the button on that screen takes you straight there. "The camera couldn't start" usually means another app is holding it: close Pivot completely, reopen it, start the capture again. "Augmented reality isn't available here" means the device cannot run ARKit world tracking, which the guided capture requires.

One hint shows at a time, and speed always wins over light: "Slow down: the photos are blurry", "Not enough light: bring a lamp closer", "Too much light: move the source away". Blurry frames are discarded as you shoot, so moving slowly is what fills the counter. Daylight or two lamps on either side is the easy setup. Glossy, transparent, mirror-like and very dark objects are the hard cases: a matte backdrop and diffuse light are what make them work.

A capture needs 20 sharp photos before it can be finished, because that is the reconstruction service's minimum. Blurry frames do not count, so the counter can climb slower than the number of shots you think you took. Open the Photos kept row to watch it: it turns green at 20. If it will not climb at all, frames are being rejected for blur, so slow down and add light.

At the end of a capture, Pivot grades what you shot and may answer "A lot of blurry photos", "Incomplete coverage" or "One ring is too weak", and it names the ring to redo and how long that takes. Nothing is blocked: Send anyway is always there. It is usually cheaper to redo the named ring than to spend a scan on a capture the app already judged thin, because the warning describes the model you would get.

The message says which way to go. "Too few usable photos to rebuild": capture again, slower, all the way around. "The capture couldn't be rebuilt (often blurry, dark or incomplete)": add light and slow down. "The reconstruction service is temporarily overloaded", "refused the connection", "Reconstruction was interrupted" or "The capture couldn't be sent for reconstruction": nothing is wrong on your side, your capture is kept, relaunch it later. If it fails twice in a row on a capture you are happy with, write to us.

Uploads run in the background, so you can close the app: the transfer continues, retries on its own after a network drop, and resumes when you come back. On a metered connection the app offers Send later on Wi-Fi and releases the upload by itself once Wi-Fi returns. If a scan is marked "Interrupted upload", open it and tap Resume upload. One thing to avoid: starting a new capture while an interrupted one is still unresolved, because a new capture clears the temporary frames the old one may still need.

Open the scan and relaunch the reconstruction: it starts from the capture already uploaded, with nothing to send again, and it costs one reconstruction credit. It is offered on a failed or completed scan only, so "This action isn't possible in the scan's current state" means the scan is still in flight. If the app answers "The original capture is no longer available on the server", that capture has been removed from storage and the product has to be captured again.

A product holds 5 scans, and failed or cancelled ones still take a slot. Delete one from the scan's card in the app, or from the Pivot app in your Shopify admin, then capture again. The product picker warns you before you start, with "Delete a scan to rescan this product".

Three things to check, in order: the scan is published, not still processing or unpublished; the Pivot block is present and enabled in your theme editor on the product template; and the scan is attached to the product you are looking at. Storefront pages are cached, so reload with a hard refresh or open the page on another device. If all three are fine, send us the product URL.

Every viewer problem shows one sentence, "The 3D model couldn't load. Check your connection and try again", with a Retry button that reloads the scene. A model you have already opened is cached, so it reopens without a network. For "No internet connection" or "The server isn't responding" on a healthy network, a corporate Wi-Fi or a VPN is the usual culprit: try cellular data once to confirm, then tell us what you saw. "Unreadable server response" or "The server refused the request" means the app is behind the service: update it from the App Store.