Help Center | CheckCheck

How do I get started with a business account or integration?

Contact us through our business inquiry form or email us directly with your company details. Our team will provide onboarding support and pricing options.

For Businesses & Sellers

Are you an official TikTok Shop partner?

Yes! CheckCheck is an official TikTok Shop Partner Authenticator. We offer seamless item verification for TikTok Shop sellers to increase buyer trust and reduce disputes.

For Businesses & Sellers

Do you offer bulk credit deals?

Yes! We offer bulk credit packages for users or businesses who need to submit a high volume of legit checks. Bulk deals include discounted pricing and are ideal for resellers, shops, or platforms that rely on frequent authentication.

For Businesses & Sellers

Why does the app keep crashing or restarting?

Crashes may occur if you’re using an outdated app version or there are device-specific issues. Please update the app to the latest version.

Disputes & Support

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I’m having trouble uploading photos — what should I do?

Ensure you're using the latest version of the app. If the issue continues, contact support — your credits will be refunded and you’ll be able to resubmit.

Disputes & Support

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What happens if I dispute a charge with my payment provider?

If a charge is disputed through your payment provider (e.g. a chargeback), your CheckCheck account will be automatically suspended while the dispute is under review. To restore access, the dispute must be resolved or withdrawn.

Disputes & Support

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What if I didn’t include my reference number when reaching out?

To help us find your submission, please include the reference number and the email associated with your account when contacting support.

Disputes & Support

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What if I submitted the same item twice?

Please contact us with both reference numbers. Once confirmed, we’ll refund the duplicate request.

Disputes & Support

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Can I cancel a request that I submitted by mistake?

Yes. If the authentication has not yet been completed, you can cancel through the app or by contacting our support team. Credits will be refunded.

Disputes & Support

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Cancel subscription

We kindly request that you cancel the subscription associated with your account on the app at your earliest convenience to prevent any further charges.

Payments & Credits

Trial charged early

Once 2 checks are completed, our system sees that you are actively using our app therefore the trial is forfeited early and the actual subscription begins.

Payments & Credits

Cancelling Subscription forfeits Bonus Checks

Please note that bonus checks are only available while your subscription is active. Once the subscription is cancelled, any unused bonus checks will be forfeited and removed from your account.

Payments & Credits

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Can I receive a refund for a manual cancellation?

Yes. If your request has not yet been reviewed, you can cancel it and receive your credits back.

Payments & Credits

How do I purchase more credits?

You can buy credits directly in the app. Discounted bundles are available depending on quantity.

Payments & Credits

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Do credits expire?

No. Once purchased, your credits do not expire and can be used at any time.

Payments & Credits

Can I get a refund if my item is too worn to be verified?

Yes. If wear prevents proper evaluation, your authentication is canceled and credits are returned to your account.

Payments & Credits

Unsupported Category for Authentication

If the category you're looking to submit is not listed under the brand in the app, we unfortunately do not offer authentication for that item at this time. We’re always working to expand our supported categories.

Authentication Results

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Can I get a refund if my authentication was not completed?

Yes. If your item receives an Unable to Verify result or cannot be reviewed due to missing photos, credits are automatically refunded.

Payments & Credits

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Why does the quality of authentic items vary?

Authentic products may have slight differences depending on production batch or factory location. Our reviewers are trained to distinguish acceptable variations from signs of counterfeit manufacturing.

Authentication Results

Why might stitching or tags cause a failed result?

Authentic items follow strict manufacturing standards. Irregular thread placement, incorrect font sizing, or alignment issues are strong signs of unauthentic production.

Authentication Results

Another platform gave me a different result. Why?

Authentication is a nuanced process, and differences can arise due to reviewer methodology, reference sources, or photo quality. We stand by our structured process and dual-review model.

Authentication Results

What are common reasons for a NOT PASS result?

Inconsistencies in the stitching pattern, logo spacing, font types, label shape, construction method, or packaging are the most frequent indicators.

Authentication Results

Why did my result change after a second review?

Our quality control process may trigger a second review if any doubts arise. If a PASS becomes Unable to Verify, or a NOT PASS is overturned, we’ll notify you and issue credits when appropriate.

Authentication Results

What does “Unable to Verify” mean in detail?

It means that, even after review, the available information wasn’t sufficient to confidently determine authenticity. This is not the same as marking an item as fake.

Authentication Results

Why was my item marked as Unable to Verify?

This result indicates that the authentication could not be completed — usually due to missing images, poor photo quality, or limited reference data. In these cases, credits are refunded automatically.

Authentication Results

Why was my item marked as NOT PASS (not authentic)?

One or more critical elements, such as logos, label formats, construction details, or materials, showed inconsistencies with known authentic examples.

Authentication Results

Why was my item marked as PASS (authentic)?

This means all reviewed details — such as stitching, labels, structure, and materials — aligned with verified authentic references for that model and brand.

Authentication Results

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What if the insole can't be removed?

Insole photos are essential for most categories. We recommend gently removing the insole before submitting. If it cannot be removed, the result may be limited or inconclusive.

Check Process

Can you authenticate an item without the original box?

In most cases, yes. However, for some models, the box label is a necessary reference point. If it's missing and critical to the review, we’ll notify you.

Check Process

Can you authenticate used or worn items?

Yes, as long as the item is not excessively worn. If the condition prevents accurate evaluation, the authentication cannot be completed and your credits will be refunded.

Check Process

What happens if I forget a required photo?

If any required image is missing or unclear, we’ll contact you and ask for a resubmission. Delays may occur while waiting for the missing images.

Check Process

Why is my authentication taking longer than expected?

Delays can happen when our team requests additional photos or during periods of high volume. Once additional photos are received, the review resumes based on your original turnaround selection.

Check Process

Do I need to upload additional photos?

Only if requested. Our team will notify you through the app if more images are needed to complete the authentication.

Check Process

Why was my result delivered late, even though it was completed?

Occasionally, system delays or reviewer availability can lead to results being issued after the estimated timeframe. If that happens, your credits may be refunded as a courtesy.

Check Process

How do I submit an item for authentication?

You can start a new authentication request directly in the CheckCheck app, available on the App Store and Google Play. Simply follow the guided steps and upload the required photos of your item.

Check Process

What happens if I upload more photos during the review?

When new photos are submitted, the review restarts. Your result will be delivered within the original turnaround option you selected.

Check Process