Help Center

This Help Center explains what consumers see on the verification page, what each result means, how to report a counterfeit, and how brands use Verifex day to day. It reflects the live product — including all current verification outcomes in the platform.

1. For consumers — verifying a product

1.1 How do I verify that my product is genuine?

1. Find the Verifex security label or QR code on the product packaging.
2. If there is a scratch panel, scratch gently to reveal the authentication code (some products use QR-only labels).
3. Scan the QR with your phone camera or a QR app, or open the brand’s verification page and type the code.
4. Confirm the page is on www.verifexglobal.com for the brand printed on the pack.
5. Allow location when asked (optional but recommended). Location helps the brand detect regional counterfeits; it is not used for advertising.
6. Read the result carefully. Genuine results show the product image; fake or blocked results do not.

Typical QR links look like: https://www.verifexglobal.com/{brand-slug}/verify/{token}

You can also open a brand’s scan page and enter a code manually if the label includes a typed authentication code.

1.2 What should I do based on the result?

2. Every verification result explained

The consumer page shows a clear status message. Behind the scenes, Verifex also stores a result type for brand analytics (for example genuine_first, suspicious_repeat, fake_not_found).

2.1 Clone detection vs simple duplicate

A duplicate means the unit was checked before. A clone / suspicious result means Verifex also saw inconsistent geography or visitor patterns (for example multiple countries, regions, networks, or devices). Refreshing the same browser session does not count as a new person. Brands can receive email/SMS alerts when clone rules fire.

3. How to report a counterfeit

The Report Counterfeit Product button appears when the result indicates fake, blocked, or clone-suspected activity.

1. Open the report form from the verification result page.
2. Provide what you can:
   • Email and phone (so the brand can follow up)
   • Where you bought it (store / market / location)
   • Purchase channel (offline, online marketplace, social, etc.)
   • Price paid
   • Photos of the product, packaging, and receipt
   • Comments / remarks
3. Complete the security check (Turnstile) and submit.

The report goes to the brand’s counterfeit reports inbox in Verifex (and can notify brand users). Keep the physical item and receipt if you plan to escalate with the retailer or authorities.

4. For brands — using Verifex

4.1 What Verifex provides

• Secure generation of unique verification codes and QR scan tokens per product unit
• Consumer verification on branded pages with clear genuine / duplicate / clone / fake / blocked outcomes
• Dashboards and Scan Explorer for investigation
• Clone and fake alerts (email/SMS depending on configuration)
• Consumer counterfeit reports with photos and purchase details
• Team access with roles and permissions; optional two-factor authentication

4.2 How onboarding works

1. Contact Verifex via the contact form or sales email.
2. Brand profile is created by the Verifex admin team (logo, colors, website, social links, admin login).
3. Products are added; products must be set to active for public genuine verification.
4. Codes / QR tokens are generated in batches and exported for printing.
5. Activate batches when goods ship so consumers can verify successfully.
6. Monitor scans, clone alerts, fake attempts, and consumer reports in the brand portal.

4.3 Brand portal — what you will use

• Dashboard / analytics — genuine first scans, suspicious repeats, fake attempts, geography
• Scan Explorer — investigate individual scans and export data
• Products & verification codes — catalog and code inventory (with admin support for generation/activation)
• Counterfeit / fake reports — review consumer submissions and evidence
• Team & settings — users, roles, security

4.4 Analytics result types brands see

• Genuine (first scan) — genuine_first
• Suspicious repeat / clone signal — suspicious_repeat
• Fake / not found — fake_not_found
• Other stored types may include wrong-brand samples, legacy repeats, and counterfeit-report stubs used in investigations

4.5 Enforcement support

Time-stamped scan histories, locations, clone triggers, and consumer reports with photos can be exported and shared with legal teams, regulators, or law enforcement. Verifex does not replace those authorities — it provides early warning and documented evidence.

5. Security and data protection

• Encrypted connections (HTTPS/TLS)
• Secure server-side code generation and storage
• Role-based access for admin and brand users
• Bot/abuse protection on public forms (including Turnstile on reports)
• Audit logging of sensitive admin actions

For each verification, Verifex may store:

• Code or token reference and outcome (genuine first, duplicate/clone, fake, blocked, etc.)
• Time and approximate location (IP and, if allowed, device GPS)
• Technical details such as browser/device signals used for fraud detection

Counterfeit reports also store the details and photos the consumer chooses to submit. See our Privacy Policy and Security page for more detail.

6. Troubleshooting

6.1 The QR code will not scan

• Improve lighting; clean the camera lens; hold steady.
• Try another QR scanner app if the camera app does not detect it.
• If the label includes a typed code, open the brand verification page and enter it manually.

6.2 Network or page error

• Check Wi‑Fi or mobile data, reload, or try another network.
• If it persists, note the brand name, time, and country and contact support.

6.3 “Already verified” but I never scanned it

• Check first query time and total queries on the page.
• If you also see Possible Counterfeit / Cloned QR, treat it as high risk and report.
• Keep packaging and receipt; contact the brand or retailer.

6.4 “Cannot be verified yet” or “product not available”

• The batch may not be activated yet, or the product is not set to active.
• Consumers: contact the brand. Brands: activate codes/batches and set the product status to active in admin.

6.5 Wrong brand message

Use the link on the result page to open the brand the code is registered to. If packaging shows a different brand name than the official Verifex URL, treat packaging as suspicious.

7. Contacting Verifex