Help and support
How can we help?
Emergency guidance
If someone is hurt, has swallowed something harmful or has a severe reaction, call 112 or go to the nearest hospital now. Keep the product and its packaging.
Frequently asked questions
Do I need an account to check a product?
No. Checking a code, reading alerts and reporting a concern all work without an account.
Does “record matched” mean my product is genuine?
No. It means the code belongs to a published PIVERS record. Codes can be copied, so compare the item with the approved description and image in the result.
The code was not found. Is the product fake?
Not necessarily. The product may not be enrolled in PIVERS, or the code may have been typed incorrectly. If you are worried, report a concern.
Why does a warning appear on a matching code?
A recall, expiry or other notice can apply to a real product. PIVERS always shows the most serious condition first.
What happens after I report a concern?
A case officer reviews it, may contact the responsible business or authority, and records the outcome. Use your follow-up code to see updates.
Is PIVERS AI available?
Not yet. PIVERS AI is in development. Every check and form works without it, and AI will never change a result.
Understanding results
PIVERS checks the code against its records and applies the same rules every time. If more than one condition applies, the most serious is shown first and all the others are listed underneath.
- Recall or safety notice: a published notice covers this product, batch or item. Follow its instructions.
- Expired or withdrawn: the batch is past its expiry date, or the product or batch record was withdrawn.
- Code not active: the code was never activated, or was suspended, revoked or retired. This is not by itself proof the item is fake.
- Attention required: reviewers recorded a specific caution, such as lapsed evidence or a suspended organisation.
- Record matched: the code belongs to a published record. Compare the item with the description and image. Codes can be copied, so a match does not prove the item is genuine or safe.
- No matching record: no record uses this code. The product may not be enrolled. It does not mean the product is counterfeit.
- Unable to check: PIVERS could not get current information. Try again later; do not treat it as a match.
Product-level codes identify a product; batch-level codes identify a production batch; unit-level codes identify one serialised item.
Reporting a concern
You can report a concern with or without a code, and without an account. Anonymous reports get a private follow-up code; keep it safe, because PIVERS cannot show it again. Follow up a report.
Install the web app
Open Check a product in your phone browser, then choose “Add to Home screen” (Android) or Share, then “Add to Home Screen” (iPhone). Native Android and iOS apps are planned; official store links will appear on the PIVERS App page once approved.
Contact and service hours
Monday to Friday, 08:00 to 18:00 WAT Write to us through the contact form or at admindigital@piacan.org.
For medicines, food, cosmetics and chemicals, NAFDAC is the regulator (report via the NAFDAC Med Safety app or 0800-162-3322). For electrical and other standards, contact the Standards Organisation of Nigeria (SON). For unfair trading, contact the FCCPC.
Privacy
Checking a code needs no account. PIVERS counts results for service monitoring but does not store the codes you check, your location or your device. Your recent checks are saved only on your device and you can clear them in My Activity.
Concern reports are seen only by authorised case officers. Your identity is not shared with a business or authority unless needed and lawful, and is never published. Read the full privacy notice and PIACAN privacy.
Accessibility
PIVERS aims to meet WCAG 2.2 AA. Scanning and typing a code are equally available, results never rely on colour alone, and the app works with screen readers, keyboards and zoom up to 400%. Accessibility statement.