Check the image before the result
If the capture is blank or shows the wrong area, inspect cursor/centre positioning and saved offsets. Check the game display mode and whether the issue happens only on the first scan of a session. A screenshot of the wrong area cannot reliably identify the target you intended.
Use trial mode while reproducing a capture problem. Note the screen resolution, monitor arrangement and configured capture mode. These details are more useful than describing the reward that you hoped would appear.
Separate an ineligible target from a service error
If the image is correct, ask whether the subject is a clear eligible target. A live enemy, decorative furniture and an already scanned scene are not interchangeable with a defeated creature or usable loot container.
A timeout or fulfillment error is different from a normal no-target result. If a charged scan returns an error, do not assume that retrying will recover its reward. Check inventory, your delivery email and transaction history, because an external delivery may not have finished when the window reports a problem.
Send evidence that can be traced
Record the approximate time and timezone, your account ID, game, trial/paid mode and selected cToken amount. Include the scan image and any reference shown in the error message. Explain whether the balance changed and whether an item or email appeared afterward.
Never send your password, refresh token or payment details in a public bug report. Support can compare the scan and ledger records using an account ID and timestamp. If a charge remains unresolved, stop paid retries while that specific transaction is checked.