Trouble signing in

Most sign-in problems have a quick fix. Find what you’re seeing below. For the usual steps, see Sign in with a code.

If something goes wrong

• No code arrived. Wait a minute, then tap Resend code. You can ask for a new one once a minute. Check that the number or email shown is right; if not, tap Use a different address. Email codes sometimes land in the spam or junk folder.
• “We could not send a code.” Check your number or email address and try again in a little while. Numbers outside the US need the country code. If it keeps happening, contact your church office.
• “That code could not be verified.” Check the digits and try again, or tap Resend code for a new one.
• I signed in with email, but last time I used my phone (or the other way round). These count as two different sign-ins. Use the one you used before. To use both, sign in the usual way and add an email under My family & account → Me → Your sign-in.
• “Awaiting approval” or “Church approval is needed…” Your sign-in worked, but the office hasn’t let you in yet. This happens when your number or email doesn’t match the church directory, or your last name was typed differently. Contact your church office and ask them to approve your account.
• “Before continuing, please tell us your name.” Type your first and last name and tap Save and continue. Use the name the church directory has.
• “Your member access is currently disabled.” Your access has been turned off. Contact your church office.
• “A verified email address or mobile number is required.” Contact your church office for help.
• I see the wrong family. Your login is linked to the wrong person in the directory. Ask the church office to fix the link. Office staff do this in People & access with Change directory person; see Approve new sign-ins.
• I see no family at all. Your login isn’t linked to the directory yet. Ask the office to link it rather than setting up a new family, so you aren’t listed twice.
• I’m a teen and I’m still waiting. A parent approves teen logins from their own account. See Your family and teen logins.
• I forgot to sign out on a shared computer. Go back to that computer and tap Sign out at the top of the member area. If you can’t get to it, tell your church office. They can turn off your access for a while in People & access; nothing is deleted, and they can approve you again afterward.
• I keep getting signed out. Private or incognito windows, and browsers that clear their data when closed, forget your sign-in. Use a normal window, or put the app on your phone.
• “We could not restore your sign-in.” Refresh the page. If that doesn’t work, sign in again with a new code.
• The sound booth or check-in computer shows a different page. Those are shared computers and never open the member area. See Shared computers.