Help with Scan & Go

 

This article contains troubleshooting for common errors that you may encounter when using the Sam's Club Scan & Go app. Included are login, scanning, membership-related and checkout errors as well as an FAQ section.

Download the app:

  

 

S&G Troubleshooting Table of Contents:

 
 

Troubleshooting Guide

 

Sign in

   

Sign in Flow:

  1. Tap the Scan & Go tab to sign into the Sam’s Club app

  2. Enter the email address associated with your membership and the password of your SamsClub.com account

  • SamsClub.com and the Sam's Club App use the same login credentials
  • New users are required to create an alpha-numeric password of 7 or more characters

  
 

  • If you forgot your credentials or do not remember the password, scan your membership card to sign in

  • Then tap Continue without signing in to either manually enter your membership number or scan your membership card

  • If you're inside a club, you should see a welcoming message saying, “Welcome to club” and a scanner button
  • If you aren't identified as being in the club, you will not see a scanner button and will see a message saying, “Scanning only works inside the club”
  • You can access all other features of the application while being out of club except for the scanning and buying feature
 

NOTE: Payment method can be added, and receipts can be accessed outside of the club.

 

Sign in Error

 

If you forget your credentials, you have 3 options:

  • Reset password
  • Scan your membership card to sign in
  • Enter your membership number
    • Your 101 or 690 membership# will work

  

Incorrect Sign in Information:

  • If you enter an invalid email address or password, you will see "Your email and password did not match"
  • After making three login attempts with invalid credentials, your account will be locked for security reasons for 15 minutes
  • However, if you choose to reset your password, you will be able to log in immediately
    • We recommend resetting your password for immediate access

Error Screen:

  • Error Message: "Please sign in again"

  • Error Description: The server is down, or login calls are timing out

  • Solutions:

    • Force quit and try to sign back in to the app
    • Delete the app and reinstall it (this ensures the most up to date version of the app is installed)

Guest Membership

  • Error Message: "Please use a register. Sorry, guest memberships can't use Sam’s Club Scan & Go"

  • Error Description: Guest memberships cannot use Scan & Go. Guest members can only place online orders and should not be prompted to purchase at a register

  • Solution: Purchase a membership to use Scan & Go

Lost or Stolen Membership Card:

  • Error Message: "Your membership card was recently reported lost or stolen. Please call (888) 746-7726 and let us help you"

  • Error Description: Your membership card was reported as lost or stolen which causes the membership to go to a locked status

  • Solution: Contact us or visit the Membership Desk in your local club

Membership Inactive:

  • Error Message: "Membership inactive. Your membership is inactive. Please ask for help at the Membership Services desk"

  • Error Description: The membership is in expired status

  • Solutions: 

    • Renew your membership or if not possible, create a new account
    • Create a Plus or Club Membership to use Scan & Go: www.samsclub.com/join
Outage:

  • Error Message: "Scan & Go is temporarily down at the moment. Please check out at a register today and try the app next time you come in."

  • Error Description: If Scan & Go server is temporarily down, the app will ask you to checkout at register

  • Solution: Checkout using a self-serve or manned register

 

Expired Membership:

  • Error Message: "It's that time, renew today. To keep using Scan & Go, renew your membership. You can renew in the app or at your club"

  • Error Description: The membership has expired. You cannot use Scan & Go if your membership is expired

  • Solutions: Renew your membership to continue using Scan & Go application

Update Screen:

  • Error Message: "Sorry, we don't support this version anymore. Try out the new one!"

  • Error Description: In some cases, we do a force update and encourage members to update their app to the latest version by displaying this screen

  • Solu tion: Delete the app and reinstall it (this ensures the most up to date version of the app is installed)

Still having trouble signing in?

  • If using office networks proxied to foreign countries like the (UK), you will see a sign in error
  • If trying to access app from hosting servers, sign in is blocked
  • If using a VPN with out of country selected, sign in is blocked
 

 

 

Purchase Errors

     

Error While Scanning Items:

  • Error Message: "Item not added. Please scan again and if that doesn't work try scan barcode on price sign, check the pack (or multi-pack) for another barcode or purchase this item at a register"

  • Error Description: Scan & Go app could not read the barcode, incorrect barcode was scanned, or the item is not in the system

  • Solutions:

    • Try to scan the item again or scan a different barcode
    • Try scanning the barcode on the shelf or item sign
    • Try to type in the UPC via the "Item Lookup"
    • Scan the shelf code of the item

       

  • Error Message: "Try scanning the barcode on the shelf or item sign. We couldn't find this item. If you continue to see this message, please purchase this item at a register"

  • Error Description: This error is displayed only in case you are trying to scan the shelf code of the weighted item

  • Solution: Scan the barcode on the product’s packaging

  • Error Message: "Please use register. Sorry, some items need to be purchased at the register"

  • Error Description: This error is displayed only in case you are trying to scan a restricted item

  • Solution: Take the item to the register. Scan & Go cannot scan restricted items

Errors While Checking Out:

  • Error Message: "Sorry, we're having a little trouble. Please try again (code 504)"

  • Error Description: The server is not responding, or check calls are timing out

  • Solution: Nothing is wrong, please try again; this error is typically fixed by another attempt, or you can use a register to complete the transaction

  • Error Message: "Please use register. Sorry for the inconvenience (Code 01)"

  • Error Description: Our system encountered an error related to your payment method

  • Solution: Use another method of payment to complete the transaction

 
 

  • Error Message: "Sorry your payment was declined. Please try a different payment method"

  • Error Description: Card was declined by the ePay system

  • Solution: Try again or use another method of payment
 

  • Error Message: "Sorry, we're having a little trouble. Please try again (code 3013)"

  • Error Description: Checkout is in a terminal state after several failed attempts

  • Solution: Force quit and try to sign back in to the app
 

  • Error Message: "Sorry, we're having a little trouble. Please try again (code 403)"

  • Error Description: This is a general error message

  • Solution: Force quit and try to sign back in to the app
 

  • Error Message: "Sorry, we can't calculate your savings right now. Please try again or use a register"

  • Error Description: Tax calculation service is failing

  • Solution: Please try again or use a register
 

  • Error Message: "Please review marked items"

  • Error Description: Either the CVV wasn't entered or it was incorrect

  • Solution: Re-enter the CVV to make sure it's accurate
 

  • Error: App is scanning single items, multiple times or items that you weren’t trying to scan. (Android ONLY)

  • Error Description: The continuous scan feature allows you to finish scanning before going to the cart page is activated. If you keep the scanner on a product or near the barcode of another product for longer than required, it may scan the item and add it to your cart

  • Solutions:

  1. View/confirm the items and quantities before completing checkout
  2. Turn off the feature from the scan barcode screen. In the upper right corner, there is a Continuous ON setting that would need to be turned off

Transfer to POS Error:

  • Error Message: “Please checkout at a register"

  • Error Description: We can't process your payment in the app right now. But don't worry, we'll sort it out!

  • Solution: Go to register or self-checkout to complete transaction by following instructions on the app
 
 
 
 
                          QR code screen of checkout with regular items:
  • This QR code screen is shown when you do not have alcohol items in your cart.
  • If you have alcohol items in your physical cart and you see this screen, it may mean that you forgot to scan alcohol items and enter your age

 

 

Alcohol Purchase Flow

     
  • After scanning age restricted items to cart, you'll see a banner asking you to prepare your ID to be shown at the door
 

  • However, the transaction will not be processed until age is verified

  • Enter valid date of birth

    • Save DOB for next time

  • Tap "Continue"
 
  • "Show your ID to the associate" prompt should be shown on audit screen
  • As soon as age is approved, the app will show a spinner indicating that the age is being approved
  • Another spinner shows when the transaction is being processed after cart approval by the exit greeter
  
  • There is a time limit on purchasing alcohol which differs by club
  • Some clubs have purchase limit per volume
  
 
 
  • If you have an alcohol item included in the transaction, show exit greeter your audit screen QR code

*Please use standard checkout (staffed register or self-serve checkout) if troubleshooting isn't effective. 

 

Alcohol Purchase Errors

Don't have your ID:

  • If you don't have a valid ID when prompted for ID from the QR code screen, the app will prompt you to remove any age-restricted items

 

  • Error Message: "At the exit, please show the associate:  ID and Credit/Debit Card"

    • If the app displays an additional box with credit card picture and last 4 digits, you will be required to provide the purchasing card to complete the transaction

  • Error Description:  There was a system error

  • Solutions:

    • Show the physical credit/debit card to the exit greeter to override this error

    • If you do not have the physical card, you will have to use a different card for the purchase

 Back to the Top

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Gift Card Purchase Errors

  • Error Message:  "Gift Card max is $500.00. You can only purchase up to $500.00 in gift cards. This card wasn't added to the cart"

  • Error Description: Scan & Go Restriction- you can only purchase up to $500 in gift cards per day

  • Solution: Purchase additional gift cards at a self-serve checkout or manned register

  • Error Message: "Item not added. Max 2 per order"

  • Error Description: Scan & Go Restriction - you can only purchase up to 2 gift cards of certain brands

  • Solutions: Purchase additional gift cards at a self-serve checkout or manned register

 

  • Error Message:  "Please remove these items from your cart. We'll update your order once the items are removed. 1 item failed to activate"

  • Error Description: Scan & Go Restriction - you can only purchase up to 2 gift cards of certain brands

  • Solutions: Purchase additional gift cards at a self-serve checkout or manned register

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Sam's Cash

Using Sam's Cash

  • Sam's Cash can be applied to a purchase and the remaining balance will be shown during checkout
  • If Sam's Cash is available, it will show as an available tender type. Use it to pay for all or a portion of the purchase, and pay the remaining balance using another accepted payment method
  • You can still use a manned register or a self-serve checkout to redeem more rewards
                                   
                                                                   

  • Occasionally, you will receive a prompt to verify your identity before proceeding with a purchase using Sam's Cash

  • Don't worry, this is just a security measure to protect your rewards
  • Check box to use "Sam's Cash" as payment and "Slide to pay"

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Fuel Purchase Flow 

 
  • You can buy fuel using Scan & Go

         
  • Scan QR code on the fuel pump screen

 
  • After scanning QR code, you'll be prompted to select a payment method

  • App will ask for card's security code - CVV
 
  • Tap "Confirm" button, the app will authorize payment and connect to the pump
  • Pump screen displays fuel being pumped after activation
    • Start fueling by lifting the nozzle and selecting fuel type
  • Once fueling is complete, the app will show a receipt
 

 

Fuel Purchase Errors

           
CVV 
  • You may have to enter your CVV due to an entry error or if required by your bank
  • Entering correct CVV should resolve the problem

Zip Code 

  • "Enter Zip Code" may prompt due to an entry error or if required by your bank

  • Entering the correct zip should resolve the problem

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Scan & Go Café
  • Tap "Café" tile on "Menu Screen" to begin new café mobile order
 
  • Select a category and pick an item to order
 

  • To add items to café cart, tap the "Add" button

  • You can also scan café grab & go items for your order
 

  • Tap "View Order" button

  • Go to "Checkout" screen
 

  • Slide to Pay

  • Café order is placed successfully, see "Order confirmation" screen
 

  • Go to Café pickup area and show order number

  • Menu Screen has "Pick up at the café" red text as a reminder
 
 
 
EBT Payment Flow
 
           
        

To Add an EBT

  • Select "Check out" to add your EBT card

  • Enter your EBT card details as seen on the screen
 

  • Select Add a payment card to add your EBT card to as mode of payment

  • Choose EBT card* on the "Add a payment card" prompt

  • Select "EBT card" as payment method before selecting "Slide to Pay"

*EBT must be selected for a transaction, or the default credit/debit card will be charged
 

  • Select "Continue" on the "Verify your PIN" prompt

  • Enter your four-digit pin on the "fiserv" prompt
  • Show the QR Code generated after your payment at the exit
 
 
 
Tax Exempt Flow
 
  • When each item is scanned, there will be an option to select if the item is tax exempt or not.
  • After the first item is selected as tax exempt, you are prompted to accept the tax exempt disclaimer.
  • Once accepted you will be able to check out using the normal process
 

 Back to the Top

 

 

Changing Payment Method
Adding or Changing Credit Cards

  • During "Checkout", go to "Payment Method" section and tap "Change" button

  • Select another saved card

  • OR

  • Add a new method of payment

  • Select "Add a payment method" button

  • A pop-up will allow you to add a credit/debit card

  • Select "Credit and debit cards" button

  • App will display the "Add a payment form" option

  • You MUST fill out all required fields and select "Done" to add card

  • To make card the default, turn the "Save as default payment" toggle to "ON"

  • To confirm the new card was saved as default, open the "Checkout" screen

 

 

Deleting Payment Method
  • With saved cards, you can easily add or delete any payment

  • Select the "Change" button in the "Payment Method" section during "Checkout"
  • To DELETE, select "Edit" button next to the card you want to delete

  • The "Edit Payment" screen appears

  • Select "Remove card" button at the bottom

  • Confirm by selecting "Delete"

    • Selecting "Cancel" dismisses the request
  • Your account will no longer show the card that just deleted
 
 

 

 

 

 

Membership Renewal
 
  • Sign in using expired membership account inside the club

  • "Menu Screen" will show with a renew membership button

  • Tap "Renew Today" button and a membership renewal is added to your cart

  • Clicking "Auto renew" sets up automatic membership renewal for next year
 

  • "Checkout" with membership renewal item in cart

  • Slide to Pay

  • On your screen, you will see confirmation of a successful membership renewal

  • Confirmation will be sent to your email

 

 

Sam's Cash Bonus Offer Program (BOP)

  • Tap "More" at the bottom of screen

  • Select Bonus Offers

 

 
 

Scan & Go Multi-Transact
 

Place order using Scan & Go

  • If you forgot to buy an item, you can make another purchase before exiting with QR code

  • You can initiate the second transaction on QR code screen by tapping "Purchase More Items" button

  • You will see a pop-up message: 

"Before you purchase more items"

  • Please use a register if you'll be spending more than $1,500.00
  • The items will be added on another receipt

  • Tap "Start scanning"
 

  • You should be redirected to scan items for second order

  • The cart screen confirms how many items were paid in first transaction

  • Selecting "Cancel order" will show confirmation message "Are you sure?"

  • To cancel 2nd order, select "Yes, empty cart"

  • Select "No, keep items" to add items

  • Select "Checkout" and then "Slide to pay"

  • After completing 2nd order, you should land on QR code audit screen without "Purchase More Items" button

  • Swipe up, receipt will have 2 orders and 2 TC numbers
 
 

Scan & Go FAQ 

Will Sam's Cash work with Scan & Go?

Yes, you are able to make purchases with Sam's Cash.

 

Can EBT be used to make a purchase using Scan & Go?

Yes. Sam's Club currently accepts SNAP, also called EBT cards at all club locations but not for any SamsClub.com purchases.

 

Can Gift cards be used to make a purchase in the app?

Yes! You can pay with gift cards in the app.

 

Will non-members have to pay a surcharge/up-charge?

Non-members cannot use this service.

 

Is there a minimum/max order size?
Yes, there is a maximum order size of $1,000 per day, but there is no minimum order total required.
 
Will my login information and credit card information save?
Yes, you will only need to log in once. Credit card information is also saved, and you can choose between multiple cards on file. However, we do not save your credit card information if you made a transaction using membership login by scanning your membership card and not signing in to your account.
 
How do I change the Membership number in my app?
Delete the app and reinstall it with the new or updated Membership information.
 
What is the lane for Scan & Go with illuminated arrows on the floor?
To make it easier for Scan & Go shoppers to bypass the registers and find the exit. It is especially useful during busy times. The arrows on the floor are projected, but you absolutely do not have to exit through here though.
 
How do I return items using Sam’s Club Scan & Go app?
Receipts are stored in the app. Bring merchandise and digital receipt to an associate to conduct a return via Express Returns.

 

Can I print my receipts?
Navigate to the receipts. Click on the receipt needed and there is an export button on the top right. Once exported, the receipt can be printed out.

 

Is this available for Microsoft phones?
No, but we are working towards it.

 

Is Scan & Go available for tablets or foldable phones?
It is not available on tablets (any device with screen dimensions exceeding 600dp).
S&G isn't available for foldable phones in tablet mode. Phone mode is required to use the app.
 
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