Members can't sign in
A member signs in to the portal without a password: with a code, an email link or a passkey. This table covers the most common failures and the message they see.
What the member sees and what to do
| Symptom | Likely cause | What to do |
|---|---|---|
| The code doesn't arrive | The programme has no active channel (SMS, WhatsApp or email) for that member, or the message failed | Check Messaging and look for the send in Marketing › Messaging › Communication Errors (filter by Channel and Recipient) |
| "We couldn't send you a code right now. Please try again later or contact the programme." | No channel was able to deliver the code | Enable at least one channel that works. In the meantime, the member can request the email link |
| "Error sending the code. Please try again." | One-off failure when sending | Ask the member to retry with Resend code |
| "Incorrect or expired code." | It was mistyped, or a new code was requested afterwards | They should use the latest code received or request another with Resend code |
| Resend locked | They have requested the code several times in a row | They should wait a few minutes. You don't need to do anything |
| "This link has expired or was already used. Request a new link." | The magic link lasts 15 minutes and works only once | They should click Request a new link |
| "We couldn't verify your link right now. Check your connection and try again." | Connection failure when opening the link | They should click Try again |
| The email link doesn't arrive | The Check your email screen is always shown, whether or not the account exists | Check that the member has the same phone and a valid email in Members |
| Sign in with passkey (fingerprint / Face ID) doesn't appear | The browser or device doesn't support passkeys, or they haven't created one | They should sign in with a code and create it afterwards from their profile. There is nothing to enable in the panel |
| The passkey fails on confirmation | The browser dialog was cancelled or it is a different device | They should use the code. They can delete and recreate the passkey in Profile › Passkeys |
| I can't find my account | They are using a link that isn't the programme's, or haven't registered yet | They should open the brand's link or QR and register. See Member Registration |
Checks on the operator side
- Open Marketing › Channels › Channels and check that there is an active channel.
- Look for the failed send in Marketing › Messaging › Communication Errors.
- If WhatsApp fails, see Meta health.
- Check the member's phone and email on their record.
Demo mode
In demo environments the code may fill itself in (Demo mode — auto-signing you in). This is not production behaviour: don't expect to see it in your real account.