Since 2009
TELCOMA Global / Tallyo / Support
Supported by the people who built it.
One address, one promise: a reply within one business day. Replies come from the engineers who build the app.
What to include
Five things, and we can usually answer from them alone.
- Your store's .myshopify.com domain.
- The name of the count and its location, or the page URL copied from the app.
- What you scanned or typed, what you expected, and what the app showed. The exact text of any banner helps most.
- When it happened, with your time zone.
- For scanning problems: the scanner model, whether it is Bluetooth, USB or the camera in the Shopify mobile app, and the barcode or SKU you scanned.
A screenshot is welcome. We never need your Shopify password or a code from your authenticator app. If we need to look at your store, we will ask for collaborator access through Shopify, which you grant yourself and can revoke at any time. If anyone claiming to represent us asks for a password, it is not us.
Contact
support@telcomaglobal.com
- Support and security reports
- support@telcomaglobal.com
- Hours
- Monday to Friday, 09:00–18:00 IST (UTC+5:30)
- Response time
- Within one business day
- Language
- English
- Merchant guide
- How counting, review, apply and rollback work
- Privacy
- What the app stores, and what it never stores
Quick answers
The messages merchants write to us about most.
Each of these is the app behaving as designed. The merchant guide has the full explanation.
"No item with barcode or SKU …"
The code is not in this count. The item is untracked in Shopify, not stocked at the location being counted, or outside the product filter. Use Find an item on the counting screen to check, and the Set count field to record it by name.
An item shows "Changed in Shopify"
Its on-hand quantity moved after the count started (a sale, a transfer or a manual edit). The app skips it when applying rather than overwrite the new value. Click Refresh changed items, recount the shelf if it may have changed too, and apply again.
The scanner types the code but nothing is recorded
Keep the cursor in the Barcode or SKU box, and make sure the scanner sends Enter after each code (most call this a "suffix" or "terminator" in their setup guide). Pressing the Add button records the code that is in the box.
"Choose a plan to keep counting"
Starting a new count and applying changes need an active plan or trial. Existing counts stay readable, and Roll back always works. Click See plans to pick one; the trial is 14 days.
"An apply or rollback is still running for this count"
Only one apply or rollback can run at a time. Wait for it to finish. If a browser tab was closed mid-way, the lock clears itself after ten minutes and the next apply picks up exactly where the last one stopped without writing anything twice.
The camera button says the scan was cancelled or the camera is unavailable
Camera scanning uses the barcode scanner built into the Shopify mobile app (iOS and Android). In a desktop browser, use a Bluetooth or USB scanner, or type the code and press Enter.
"A previous apply did not finish"
An apply was interrupted before its result was recorded. Open the review page and press Apply: the app settles the interrupted batch first (within a day it re-sends it with the same key, so nothing is written twice; later it checks Shopify's current quantities) and then continues. Until then the count cannot be reopened or cancelled.
Known limits
Known limits
Each of these is a deliberate choice or follows from what Shopify exposes to apps. None of them is a defect, and none can be switched off.
An item nobody scanned keeps its quantity in Shopify exactly as it was. Treating "not counted" as "zero" is the classic way to wipe a store's inventory by accident, so the app does not offer it.
A count covers one location. Run one count per location. Standard covers one location, the first you start a count at; if you cancel every count there, the next count can pick another. Plus covers any number of locations.
Variants without "Track quantity" in Shopify, and variants not stocked at the chosen location, are not in the count and cannot be scanned into it.
The Shopify mobile app's scanner reads one barcode per tap of Scan with camera. For continuous scanning use a Bluetooth or USB scanner.
The app runs in the Shopify admin on desktop and in the Shopify mobile app. It does not add a tile to Shopify POS, and it does not need POS Pro.
Quantities are whole numbers, matching Shopify's on-hand quantity. Items sold by weight or length cannot be counted in fractions.
Starting a count reads every tracked item at the location from Shopify in pages, at the rate Shopify allows, which depends on your Shopify plan. A few thousand items take a minute or two; tens of thousands can take from a few minutes on Shopify Plus to the better part of an hour on Basic. Scanning starts when loading finishes.
Service status
The app runs on Fly.io and inside the Shopify admin. If either is degraded the app is affected: see shopifystatus.com and status.flyio.net. Nothing in Shopify is changed by an outage; a count that was open simply waits.
Billing
Plans are billed by Shopify on your Shopify bill, after a 14-day free trial. Uninstalling the app ends the subscription. For a billing question or a refund request, email us with your store domain.
Feature requests
Tell us what would make counting faster or safer for your store. Requests that come with the reason behind them get built first.
Privacy
What the app reads, stores and never does, in plain terms: the privacy policy.