Support
Email support@packfresh.com — a person reads it.
Email us
support@packfresh.com — for anything at all. A person reads it. If you are reporting a problem with the app, saying which screen you were on and what you had just done is usually enough to find it.
Delete your account
In the app: You → Delete account. Or email us from the address on the account and we will do it.
Deleting removes your sign-in and profile, plus your watches, alerts, notification tokens and saved search area. What you shared with others — Rover reports and their photos, comments, trades and orders — and your collection records stay under an anonymous name like USER-1a2b3c, because other people rely on them; paid orders keep the name and address on them, which we must keep by law. The privacy page has the details, including when a deletion has to wait.
Is Scout even running?
The extension polls on a timer whether or not a window is open, so quiet is normal — most watches sit out of stock for days. The honest check is your dashboard: it shows when each listing was last looked at. A listing checked minutes ago is working; one last checked hours ago is not.
Relay, if you installed it, shows every check as it happens. That is most of what it is for.
Scout says a newer version is available
Install it. The extension loads from a folder on your machine, so Chrome cannot update it and never will — the notice is the only thing that will ever tell you.
This matters more than it sounds. On 21 August a fix for a carting bug was written at 08:33 and the drop that needed it ran at 09:14 against the previous build. The code existed and was not being run. Download from the install page, unzip over the same folder, and press reload on chrome://extensions. Your watches, ceilings and settings live on your account, not in the folder, so nothing is lost.
I got a restock alert but nothing was carted
Carting is armed per product and off until you turn it on. If the dropdown for that row says “Watch and alert me”, an alert is all it was ever going to do.
If it wasarmed, the usual reasons are: the price was above the ceiling you set, the shop is one Scout cannot cart at (it buys only at Target and Walmart), or the retailer refused the request. Scout sends a second alert saying which — the restock alert and the “could not add to cart” alert are different messages on purpose.
A retailer stopped being checked
Retailers refuse automated traffic when they think there is too much of it, and when that happens Scout stops rather than pushing — for everyone, not just the machine that noticed. Continuing to knock is what turns a refusal into a block on your own browsing of that site.
It lifts on its own after a couple of hours and polling resumes. Nothing is lost; the watches are untouched. If a shop is quiet for longer than that, email us.
I run Scout on two machines
That is supported and useful — a second machine is a second chance to be awake at 3am. They share one watch list, so they do not both check the same listing, and only one of them will attempt a cart on a given product at a time.
Both need to be signed in and both need a working retailer session for a cart to succeed on that machine. Two machines do not double what Scout can see; they make it more likely one of them is running.
A shop I am standing in says it is miles away
Rover reads your location twice — once to work out which shop you are at, and again when you press send, because that second reading is the evidence the photograph was taken where it says. Indoors, the first can be minutes stale.
The shop is shown with its distance and a Change control for exactly this. Pick the right one; the report is filed against what you chose, not what the phone guessed.
My report has not appeared
Every report is invisible to everyone else until a person has looked at it. That is deliberate and it is the whole of how photographs are kept safe to publish — nothing goes up because software decided it was fine.
You can always see your own, whatever state it is in, under Your reportson the Rover tab. “Waiting for review” means exactly that.
A photo would not upload
Shop connections are the worst ones your phone ever sees. A photo that fails to upload is kept on your phone — the tile shows it, and tapping it retries. Pressing send retries anything still waiting, so walking to the car park and sending again usually works.
Nothing you photographed is discarded because an upload failed.
The shop I am at is not in the list
Scout knows a shop only if somebody has put it in the directory. If you are somewhere we do not cover — an independent game shop, a chain we have not added — email us the name and address and it can be added, usually the same day.
There is no way to create a shop from the app yet. That is a real gap and it is known.