Trouble Signing In
The sign-in code isn't arriving, a link says it's expired, or Google/Apple sign-in fails - calm, step-by-step fixes to get you back in.
Updated
View as MarkdownFirst, a reassurance: sign-in trouble almost never means anything is wrong with your account. Your balance and history are safe - we just need to get you through the door. CallTuv sign-in is passwordless (an email code, a magic link, or Google/Apple - all explained in Ways to Sign In to CallTuv), and each method has one or two typical hiccups. Find yours below.
"The email with the code never arrives"
Work through these in order - one of them almost always does it:
- Look in the Spam or Junk folder of your email. Automated emails sometimes land there by mistake. If you find it, mark it "not spam" - future codes will then arrive normally.
- Check the address you typed. One wrong letter and the code went to a stranger's inbox (or nowhere). Type it again slowly and request a new code.
- Give it a minute, then request again. To protect accounts, CallTuv limits how many codes can be requested in quick succession - if you pressed the button several times fast, wait a couple of minutes and try once more.
- Work email address? Company mail systems sometimes quarantine automated mail before it reaches you. Check with whoever manages your email, or try a personal address you've used with CallTuv.
"We couldn't verify that code"
- Codes are single-use and short-lived. If you requested more than one, only the code in the newest email works - delete the older emails to avoid mixing them up.
- Type all 6 digits with no spaces, exactly as shown.
- If some time passed before you got to it, the code may simply have expired - request a fresh one and enter it promptly.
"This sign-in link is invalid or expired"
Magic links (the tap-to-sign-in links in the email) expire quickly and work exactly once - this message just means the link is stale, not that something's wrong.
- Request a new sign-in email and open the link soon after it arrives, on the device you want to use CallTuv on.
- Some email programs "preview" links in the background, which can use the link up before you tap it. If links keep failing for you, use the 6-digit code from the same email instead - it avoids the issue entirely.
Google or Apple sign-in fails
- Try once more - brief hiccups at Google or Apple happen and usually pass immediately.
- Make sure you're choosing the same Google/Apple account as last time. Picking a different one creates a different (empty) CallTuv account - which is the usual explanation when someone signs in and everything looks blank.
- If the provider keeps failing, sign in with the email code for that same address instead - it reaches exactly the same account.
"I'm in, but everything looks empty"
Take a breath - your things are almost certainly fine. Either you're viewing a different team (check the team switcher - see Creating and Switching Teams), or you've accidentally signed in with a different method or address and created a second account. Both situations, and their fixes, are explained gently in Where Did My Balance Go?
Still locked out?
We're happy to help personally. Email help@calltuv.com from the address on your account and describe what happens when you try - we'll get you back in.
Frequently asked questions
- The email with the sign-in code never arrived. What should I do?
- Look in the Spam or Junk folder first, because automated email often lands there, and mark it not spam so future codes arrive normally. Then check the address you typed, since one wrong letter sends the code somewhere else. If you pressed the button several times quickly, wait a couple of minutes before requesting another. Company mail systems sometimes quarantine automated mail, so a personal address is worth trying.
- How long is the sign-in code valid?
- 15 minutes, after which it stops working and you simply request a fresh one. Codes are single use, so if you asked for several, only the one in the newest email works - delete the older emails to avoid mixing them up.
- It says my sign-in link is invalid or expired. Is something wrong with my account?
- No, your account, balance and history are all safe. Magic links expire quickly and work only once, and some email programs quietly open links in the background, which can use the link up before you tap it. Request a new sign-in email and enter the 6-digit code from it instead, which avoids the problem entirely.
- Google or Apple sign-in keeps failing. What else can I try?
- Try once more, because brief hiccups at Google and Apple usually pass immediately. Make sure you are picking the same Google or Apple account you used before, since a different one signs you into a different and empty CallTuv account. You can also sign in with the email code for that same address, which reaches exactly the same account.
- I signed in but my balance and history look empty. Where did they go?
- They are almost certainly safe. Usually you are either looking at a different team, which the team switcher will fix, or you signed in with a different address or method and created a second, empty account. If neither explains it, email help@calltuv.com from the address on your account and we will get you back in.
