Sign-In Problems: Codes, Limits and Errors

• On the sign-in page, choose your country and enter your WhatsApp number, then press Send code on WhatsApp.
• SmartEngage sends a six-digit code to that number as a WhatsApp message.
• Enter the code on the Enter your code screen. It checks automatically once all six digits are in, or you can press Verify & continue.

Each code is valid for five minutes. You can request a new one with Resend code, which appears 45 seconds after the last code was sent.

Messages: Enter your WhatsApp number, or Enter a valid number, digits only, without the country code.

Cause: the field is empty, or the number includes the country code, letters or too few or too many digits.

Fix: pick your country from the list, then type the rest of the number as digits only. Spaces and brackets are fine; a leading country code is not, because the country list already adds it.

Message: You need an account first, saying there is no account for the number you entered.

Cause: no SmartEngage account uses that exact number. Usually the country is wrong or a digit is mistyped. Sometimes the account was created with a different number.

Fix: press Use a different number and check the number carefully. If you have never signed up, press Create an account. Your number is carried over, so you do not have to type it again.

Signing up for the first time? Follow How to Create Your SmartEngage Account.

Message: We could not confirm you are human just now. Refresh the page and try again.

Cause: every code request includes an automatic check that a person, not a script, is asking. Content blockers and some privacy extensions stop that check from running.

Fix: refresh the page and try again. If it keeps happening, turn off any content blocker for this site.

There is no error message here: SmartEngage moved you to the code screen, but nothing has appeared on your phone.

Things to check:

• Look in WhatsApp, not your text messages. The code is sent as a WhatsApp message.
• Make sure the phone is online. WhatsApp can only deliver the code once the phone has a connection.
• Check the number shown under We sent a 6-digit code on WhatsApp to. If it is wrong, press Use a different number.
• The number must be active on WhatsApp. A number that is not registered on WhatsApp cannot receive the code.

If it still has not arrived after the countdown, press Resend code. Only the most recent code works, so if two arrive, use the newer one.

Message: We could not send the code just now. Please try again.

Cause: SmartEngage could not hand the code to WhatsApp at that moment, for example because WhatsApp's service was briefly unavailable. When that happens the code is discarded, so there is no hidden code waiting for you.

Fix: wait a moment and press Send code on WhatsApp again.

Message on the number screen: Too many attempts. Wait a few minutes before trying again.

Cause: to protect your account, each number can request up to five codes an hour. Resends count towards that limit.

Fix: stop requesting codes and wait. The limit is counted over an hour from your first request, so if a few minutes is not enough, give it up to an hour. Requesting again while you are blocked does not help.

Message on the code screen: Too many attempts. Request a new code in a few minutes. This means too many verification attempts arrived in a short time. Wait a few minutes, then request a fresh code.

Message: That code is not correct or has expired. Check it and try again.

SmartEngage shows the same message for several causes, deliberately, so it cannot be used to test guesses:

• A digit is mistyped
• You entered an older code after requesting a new one. Only the latest code works.
• More than five minutes have passed since the code was sent
• The code has had five wrong attempts. After the fifth, it stops working even if you then type it correctly.

Fix: if you are sure the digits are right, request a new code with Resend code and use it straight away.

Message: We could not reach the server. Check your connection and try again.

Cause: your browser could not reach SmartEngage at all. This is about the connection, not your number or your code. Common causes are a dropped internet connection, a network that blocks the site, or a brief outage.

Fix: check that other websites load, then try again. If you are on a company network or VPN, try another connection. Your code stays valid for its five minutes, so you can enter it once you are back online.

If a dialog titled Your Account Is Deactivated appears, the code is not the problem. The account behind that number has been switched off, and signing in will not work until it is restored. Contact your admin or the SmartEngage support team.

If you sign in successfully but a colleague, or your other computer, is signed out at the same moment, that is your device allowance at work. Each active sign-in counts as one device. When every device on your plan is in use, a new sign-in ends the oldest one rather than being refused. Add devices to your plan if your team needs more people signed in at once.

For a refresher on how sign-in works, read How to Sign In With Your WhatsApp Number.

To see who is signed in and free up a device, see How to Manage Devices and Sessions.

If none of this helps, contact our support teamand tell them the exact message you see.