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Van Line Pro

Login and account issues

Fixes for sign-in errors, the 6-digit code not arriving, password resets, and invalid company codes.

Almost every sign-in problem has a clear message that tells you both the cause and the fix. Here's each one, word for word, and what to do.

Can't sign in

"That email and password don't match. Check them and try again." — the email or password is wrong.

What to do: Re-type both carefully (watch for autocorrect on the email and caps on the password). If you still can't get in, reset your password (below). Remember you sign in with the email you created the account with. See Sign in and reset your password.

Creating an account fails

  • "An account with that email already exists. Try signing in instead." — that email is already registered. Go to sign-in and use it there, resetting the password if you don't remember it.
  • "Use at least 8 characters for your password." — your password is too short. Choose one with 8 or more characters.
  • "Couldn't create your account. Please try again." — something went wrong on the way. Check your connection and try once more.

The 6-digit code didn't arrive

After you sign up, the app shows "Confirm your email" and emails a 6-digit code. The same kind of code is used for password resets.

What to do, in order:

  1. Wait a moment, then check your inbox again.
  2. Check spam / junk, confirmation and reset emails sometimes land there.
  3. Confirm the address is right. On the confirm screen, tap Use a different email to go back and re-enter it (this returns you to sign-up).
  4. Send it again. Tap Resend code. The reset-code screen has a Resend code button too.

If a code is rejected: "That code isn't right or has expired. Check the latest email or send a new code." Use the newest code (older ones expire), or tap Resend code for a fresh one.

Resetting your password

  1. On the sign-in screen, start the reset flow. You'll see "Reset your password": "Enter your email and we'll send a 6-digit code to reset your password."
  2. Enter your email and tap Send reset code.
  3. On "Enter your code", type the 6-digit code and a new password (at least 8 characters), then tap Reset password. On success you're signed in.

Note: For your security, the reset request always succeeds, even for an address that has no account, so it can't be used to check whether an email is registered. If no code arrives, the address may simply not have an account.

See Sign in and reset your password.

Invalid company or crew code

When joining a company:

  • "That company code isn't valid. Ask your admin for the current code." — the crew code was entered wrong or has changed.

What to do: Ask your company admin for the current crew code. An admin can find and copy it in Settings › Workspace › Crew code. See Create or join a company and Team and roles.

If you try to join when you're already in a company, you'll see "You're already part of a company." You don't need to join again.

Still stuck?

If none of these fit, the app may show a specific message from the server. Note it down and contact support with your app version and what you were doing.

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