# 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.

**TL;DR:** Check the spam folder, re-check the typed email address, wait a minute between code requests, and always use the newest code. For Google/Apple, pick the exact same account as before - or fall back to the email code.

First, 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](/help/7391824-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:

1. **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.
2. **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.
3. **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.
4. **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](/help/1573940-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?](/help/6350924-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.