Can't sign in

The number is refused before a code is sent

Maliru checks the number before it sends a text. If there's a problem you'll see one of these:

• "Enter your phone number."
• "That number is too short for {country} — a mobile number there has {length} after the country code." (or "…too long for…"): check the digits, and check that the country picker matches the number.
• "That doesn't look like a {country} mobile number. The code is sent by text, so it needs a mobile." A landline can't receive the code.
• "That phone number doesn't look right. Check the number and the country code, then try again." The text service rejected the number.

The picker lists the United Kingdom and Ireland, the countries Maliru has launched in. For any other country, type the whole number starting with + and it's used as typed. The number that last signed in on this device is filled in with its country, so if you're signing in with a different number, type over it.

The code never arrives

1. Check the number. The Enter code screen shows the number we texted. If it's wrong, tap Use a different number.
2. Check your connection. "No internet connection. Check your connection and try again." means the request never left your device.
3. Wait a minute, then ask again. Texts can lag. If you've asked for several codes quickly, you'll see "Too many attempts. Wait a minute, then request a new code." Wait, then tap Send code once.
4. "We couldn't send the code just now. Try again in a moment." means the text service couldn't deliver it right then. Nothing you did caused it.
5. "This number isn't registered with Maliru. Check the number, or ask your workspace owner to add you." Your admin needs to add you, or give you an invite code or join link.
6. "Maliru can't text sign-in codes to numbers in this country yet. Ask your admin which number to use." Codes are only texted to mobiles in the countries Maliru has launched in. Your admin can see this on your record, and can move your invite to a number that works.

The code doesn't work

A wrong or expired code takes you back to the Welcome screen with one of these:

• "That code has expired. Request a new one."
• "That code isn't right. Check the SMS and try again, or request a new one."
• "That code didn't work. Request a new one and try again."

Tap Send code again and use the newest text, because an older code stops working once a new one is sent. The code is the 6 digits in the message.

If verification fails some other way, you'll see "Could not verify the code. Try again." Try again.

The invite never arrived

Maliru texts the invite code to the number your admin entered, and emails it if they added your email address. On a UK number the text comes from Maliru rather than a phone number. If nothing arrives:

• Ask your admin to check the number on your record. When they send an invite, Maliru tells them what reached you.
• Texts only go to UK and Irish mobile numbers. For any other number, your admin gives you the code directly: read out, as a QR code or on a printed invite slip.
• Your admin can send a fresh one: New code on your record, then Text & email code. An invite can be sent at most three times in 15 minutes.

You don't need the message itself. Sign in with your number and type the code, however you got it.

My invite code is refused

After your phone is verified, Maliru says which refusal it is. If it can't find an invite for your number:

"We could not find a workspace invite for this phone number. If you were invited, ask your workspace admin to resend the invite. If you are setting up Maliru for your company, create a company instead."

In the iPhone and Android apps it reads: "We could not find a workspace invite for this phone number. Ask your workspace admin to add you, or to resend your invite." A new company is set up on the web, not in the apps.

Check the code, then ask your admin to check the number on your record: a code only works with the exact phone number they entered. The other two say what they are, and your admin can fix both:

• "This invite code has expired. Ask your admin for a new one." Invite codes last 14 days. Your admin can issue a fresh one with New code on your user record.
• "This invite code has already been used. If you have signed in before, sign in with your number as usual. Otherwise ask your admin for a new code." Codes work once. If you've signed in before, sign in normally, and the invite step won't appear again.

Already in another company? If you use Maliru for one other company, signing in opens that one and the invite step never appears. Open Switch company (the account menu, or Me › Settings on the phone), then tap Join beside the company that invited you, or choose Join with an invite code. If you're in two or more companies, Choose a company appears straight after your code instead. It can't be closed: tap the company to open, choose Join with an invite code, or choose Sign out to go back to your number. Either way, you may see:

• "That code doesn't match an invite for your number. Check it, or ask the company for a new one."
• "You already have an account in this company. Switch to it from the list instead." You're in already: pick it in the list.

"Your sign-in session expired. Try again." at this step means the sign-in lapsed partway through. Start again from your phone number. It's quicker the second time.

"Your access is switched off"

If an admin has switched off your access to every company you belong to, you'll see Your access is switched off, "An admin has switched off your access. Ask them to switch it back on. If they gave you a new invite code, enter it below." Only an admin can switch you back on. Maliru support can't do it for them.

"You've been signed out"

If your session ends while you're working, Maliru first tries to renew it quietly, including across several browser tabs. If it can't, a full screen appears: You've been signed out, "Your session has ended. Sign in again to continue." Tap Sign in again and sign in with your phone as usual.

This happens after a long time away, after signing out in another tab, or after the browser's site data is cleared. An admin, or Maliru support, can also sign one of your devices out, for example a lost or stolen phone: that device shows this screen, and your other devices carry on. Anything already saved is kept. Captures waiting on a phone stay there and send once you're signed back in to the same workspace.

"Update Maliru"

If the app shows Update Maliru, "This version of Maliru is out of date. Update the app to continue.", install the latest version. Use Open the store where it's offered, or your usual app store or managed distribution. Then reopen the app. Update in place, and don't uninstall the app or clear its storage while captures are waiting. See Updating Maliru and finding your app version.

A new phone number

If you can still sign in with your old number, move it yourself: Me › Settings › Sign-in number, type the new number and enter the code texted to it. Every company you belong to moves with you, unless somebody there already has that number.

If you can't sign in any more, ask your admin to move the number on your record. They're given an invite code for you, and can text it to your new number: sign in with the new number and type it, and you're back in your own record, with your time, pay, leave and credentials. Please don't ask to be set up as a new person, which would split your history in two. A workspace owner with nobody else to ask can contact Maliru support.

Still stuck?

If you can get into any Maliru workspace on another device, open Marie and choose Talk to a person from her menu (⋮). Tell us the exact message you see, the last four digits of the phone number you're trying, and the Version line from the account menu if you can reach it. Maliru support can see which refusal you hit and when, but never your code.