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Troubleshooting "Barcode Already Claimed" Issues

This guide outlines the possible reasons why a user may receive a "barcode already claimed" message and provides step-by-step instructions for resolving the issue.

Why a Barcode May Be Marked as "Already Claimed"

A user may encounter this error message for the following reasons:

  1. Another User Has Already Claimed the Barcode:

    • Barcodes can only be added to one profile. If another user added it first, it cannot be assigned to a second account.

  2. The User Has Already Added the Barcode But Doesn't See Their Ultrasound Yet:

    • In some cases, users may attempt to add the barcode again if they do not immediately see their ultrasound session, thinking they did not add it correctly the first time.
    • In the event that the barcode doesn't show their ultrasound session, please refer to the article here.

  3. An Incorrect Barcode Was Provided to the User:

    • The user may have received a barcode that was previously assigned to another client.

Steps to Troubleshoot and Resolve

  1. Log in to the Admin Portal

    • Navigate to the "Ultrasound Sessions" section.
    • Use the search function to locate the barcode.
    • (For more information on navigating the admin portal, click here.)

  2. Check if the Barcode is Associated with an Ultrasound Session:

    • If the barcode does not appear in the system with an ultrasound session, refer to this support article for further troubleshooting.

  3. Determine the Barcode's Status:

    • If the barcode appears as claimed, this means a user has already added it to their profile.
    • Review the ultrasound session under that barcode to verify if it belongs to the correct client.

  4. Resolving Claimed Barcode Issues:

    • If the barcode is claimed and the video is correct but the user cannot see it:
      • Another user may have mistakenly added the barcode to their account.
    • Contact Support:
      • Email us_help@momitalk.com for assistance.
      • Support can either:
        • Release the barcode so the correct user can add it.
        • Transfer the ultrasound session to a new barcode.

 

Tip: Managing Family Access to the Barcode

  • It is common for family members to get excited and want to participate in the pregnancy journey by adding the barcode to their own profile. Since each barcode can only be linked to one account, please inform them that the primary user (the person managing the pregnancy) should be the one to add the barcode.

     

  • To include family members, we recommend using the Family Invite Feature, which allows them to share access to the barcode without needing to add it to multiple profiles. Learn more about the Family Invite Feature here.

 

By following this guide, you can efficiently resolve barcode claim issues and ensure a seamless experience for users. If you need further assistance, contact support at us_help@momitalk.com.