Why can't I sign in to my ReceiptWave account?

If ReceiptWave says "We can't sign you in to this account", your email and password were right, but the account isn't available at the moment. We show the same message whatever the reason, so nobody can use the sign-in screen to find out about someone else's business. Email support@receiptwave.com and we'll tell you why and help sort it out.

1. Check your email. If we have suspended your account, we have emailed the contact address on the account with the reason and what to do next.
2. Closed the account yourself in the last 30 days? Sign in as the account owner — in the app, on the website, or with Square — and the account reopens. A staff sign-in or a staff invitation can't reopen a closed account.
3. Are you a staff member? If the account owner has removed you from their team, you can't sign in to that business any more, by any route. Ask the owner if you think it's a mistake; they can email support@receiptwave.com to have your access restored.
4. Otherwise, email support@receiptwave.com with your business name and ABN.

Signed out in the middle of using the app or the website?

When an account is suspended or closed, or when the owner removes a staff member, anyone it affects who is already signed in is signed out, usually within a minute, and the app takes you back to the welcome screen, which says "You've been signed out. Please sign in again." Sign in from there. (If you signed out of this phone from another phone, or changed your password, you see the same message: see "How do I stay signed in, and see where I'm signed in?".) If you sign in with Square, the welcome screen still shows your business under Welcome back, so signing in again is one tap. If signing in to the app then says "Couldn't sign you in" even though your email and password are right, sign in on the ReceiptWave website instead: if the account is unavailable, the website shows the message above, and you can follow the steps.

The app says "Couldn't sign you in"?

That is what the app says when it can't accept the email and password you typed: "Check your email and password, or reset your password." Tap Try again, check for a typing mistake and sign in again, or tap Forgot password? on the sign-in screen to set a new password. After 5 wrong passwords, the account waits 15 minutes before it will accept a password again, even the right one, and the app shows the same message. Wait 15 minutes, then try again, or tap Forgot password? and set a new password: that lifts the wait straight away.

Sign-in can also pause for everyone on the same internet connection, such as a shop's wifi or some mobile networks, after 20 wrong passwords from it in 15 minutes. If several people in one place can't sign in, wait 15 minutes and try again. If you're not sure of your password, use Forgot password? instead of guessing, so the wrong guesses don't add up.

A new password needs at least 12 characters, with a number, an uppercase letter and a lowercase letter. A password you set before this rule came in still works: you only need a longer one when you choose a new one.

The app says "Open this on the phone you asked from"?

For your security, the sign-in link and the 6-digit code in a sign-in email work only on the phone where you tapped Send sign-in link. If you open the email on another phone, the app says so. Nothing has been used up:

1. Open the same email on the phone where you asked, and tap the link — or type the code into the app there.
2. Or, to sign in on the phone you're holding, tap Ask for a new link here and use the newest email on this phone.

If the code box says "This code works only on the phone where you asked for it", the same applies. Staff invitations and the "verify your email" email aren't affected: they open on any device.

The app asks "Sign in with this link?"

We ask before using a sign-in link that this phone can't confirm it asked for — for example, one you asked for a while ago or from an older version of the app. If you did ask for it, tap Sign in with this link. If you didn't, tap Cancel: nothing changes. A link you asked for on this phone in the last 30 minutes signs you straight in. Signing in with Apple on an iPhone?

If the app says "We couldn't match this Apple ID to a ReceiptWave business login", Apple's email doesn't match a business login. Sign in with your usual email and password instead. See "Can I sign in to ReceiptWave for Business with Apple?". A suspended or closed account is refused with the "We can't sign you in" message above, just as with a password.