Sometimes scanning your pharmacy receipt doesn’t go smoothly. Don’t worry—it can happen, and we’ll show you what might be causing the issue and how to solve it.
You have three attempts
If your receipt can’t be processed, you’ll receive an error message. You then have up to three attempts to scan the receipt again. If it still doesn’t work after that, feel free to contact our Support team—we’ll find a solution together.
Possible reasons for scanning errors
There are various reasons why a receipt may not be accepted. Here are the most common ones:
- Information is illegible: If parts of the receipt aren’t clearly visible, our system can’t process the data. Make sure the entire receipt is photographed clearly and in full.
- Products can’t be identified: Sometimes the listed products can’t be identified clearly. This may be due to poor image quality or unusual product names.
- Pharmacy not recognized: The pharmacy on your receipt must be stored in our system. If it isn’t, unfortunately, we can’t assign the receipt.
- Suspected manipulation: Our system checks every receipt for signs of forgery or alteration. If something doesn’t look right, the receipt will be rejected.
- No BIOGENA products found: Only receipts containing BIOGENA products can be processed. If none of our products are listed, unfortunately, no loyalty points will be awarded.
- Too many requests: You can scan a maximum of 20 receipts per day. Once you’ve reached this limit, try again the next day.
- Receipt is too old: Receipts that are more than three months old are no longer accepted. Make sure to scan your purchases promptly.
Each receipt only counts once
A receipt can only be scanned and credited once—regardless of which user scans it. Once a receipt has been processed, it is locked in the system. This ensures that everything is fair and transparent.
If you have any questions or need assistance, we’re here for you. Together, we’ll make sure you receive your loyalty points—without any hassle.