Support
Get help with Serial Xtractor
One address, read by a person who works on the product. No ticket numbers, no bots.
Email us
Write to [email protected]. A person who works on the product reads it — there is no queue and no ticket number.
Tell us what you were doing and what happened. If it is a scanning problem, the make and model of the device you were scanning helps more than anything else.
Or write to [email protected] directly.
Before you write
The app will not read a label.
Hold the device still and fill the frame with the label rather than the whole drive. If the label is worn, scratched or partly covered, the app holds it for you to confirm rather than guessing — that is a failsafe, not a fault. Type the serial in and carry on.
Does scanning work without a signal?
Yes. Scanning does not need a connection. Exporting a manifest does, because the record is held in the service behind the app. Scan on the floor, export when you are back in signal.
I cannot sign in.
Use the password reset on the sign-in screen first. If the reset email does not arrive, check the spam folder, then write to us with the address you signed up with and we will sort it out.
How do I add someone from my team?
Invite them from Settings, then Organization. They will get an email with a link. Anyone in your organization sees the same sessions and the same records.
A serial was recorded wrongly. Can I fix it?
You can correct it, and the correction is a new entry rather than an edit — the original stays visible with the correction beside it. That is what makes the record worth anything to an auditor.
How do I change or cancel billing?
Billing is handled in Settings, then Billing. Cancel there and you keep access until the end of the period you have paid for. Write to us if you would rather we did it.
How do I delete my account and my data?
Settings, then Account, then Delete account. Everything tied to your organization goes within 30 days. The full detail is on our account deletion page, and you can email us instead if you prefer.
Still stuck?
Write to us. A person reads it, and we would rather hear about a problem than have you work around it.