Troubleshooting
Sign-in problems
The code that never arrives, the code that is refused, being sent to the waitlist, and a browser that signs you out on every reload.
On this page
Nemi has no password, so almost every sign-in problem is one of four things: the code did not reach you, the code is stale, the browser is throwing away the session, or the account exists but is not approved yet. Work down them in that order.
The code did not arrive#
- 1
Look in spam and in any filtered inbox
The mail comes from Nemi and contains a six digit code. Business mail filters are the most common reason it is not in front of you.
- 2
Check the address you typed
A code goes to exactly the address on the form. A typo produces a screen asking for a code that was sent to nobody.
- 3
Send it again
Pressing send from the code screen issues a new code and says so. Use the newest email: the older codes still work until they expire, which is exactly how people end up typing one that has been superseded.
- 4
Try Google or a passkey instead
If you have ever signed in with Google on that address, that route does not depend on mail being delivered at all.
What each message means#
| What you see | What it means | What to do |
|---|---|---|
| That code is not correct | A digit is wrong, or it came from an older email. | Type the code from the newest email, or resend. |
| That code has expired | More than ten minutes passed. | Resend and use the fresh one. |
| Too many attempts | Five wrong codes in a row. | Resend the code and use the new one. Nothing is locked permanently. |
| Too many codes requested | Too many sends from one place in a short window. | Wait a few minutes, then try once. |
| We could not find an account with that username | You signed in with a username that does not exist. | Check the spelling, or use your email address. |
| That email already has a Nemi account created another way | The address is already a Nemi account made with an email code or a passkey, and Google is not connected to it. | Sign in the way you did before, then connect Google under Settings, Security. |
| This device was signed out from another device | Somebody signed this browser out from the device list. | Sign in again. If that was not you, add a passkey. |
| This browser does not support passkeys | An old browser, or an app that opens pages in a stripped-down web view. | Open Nemi in a normal browser window, or use an email code. |
You are signed out on every reload#
This is nearly always the browser rather than your account. Nemi keeps your session in browser storage, and a few common setups throw that away between page loads.
- A private or incognito window discards everything when it closes, and some are stricter than that.
- Strict tracking protection, or a hard privacy extension, can block the storage Nemi keeps a session in. Allow nemilab.com and reload.
- "Clear cookies on quit" in the browser settings does exactly what it says.
- System time that is badly wrong makes a valid session look expired. Set the clock to update automatically.
Settings, Security lists every device your account is currently signed in on, with the browser and when it was last used, and lets you sign any of them out. Check it if you suspect somebody else got in; sign the device out and add a passkey, which cannot be phished the way a code can.
You land on the waitlist instead of the app#
Your account exists and your sign-in worked. Nemi is opening in stages, and an account that has not been approved yet is sent to the waitlist page rather than into the workspace. Nothing you do in the browser changes that, so there is no point signing in again.
I signed in, but everything I made is missing.
You are almost certainly in a different account, or a different workspace. Check the address in Settings, and check the workspace switcher at the top of the sidebar. If you have two addresses, add the second one to the one account under Settings, Security, Connected emails rather than keeping two accounts.
My passkey is not offered on this device.
A passkey created on one laptop and not synced through iCloud Keychain or a password manager exists only there. Sign in with an email code on the new device and add a second passkey to it.
The Google button takes me back to the sign-in page with no message.
The Google window was closed or permission was declined. Try again and complete the Google screen, or use an email code instead.
A colleague invited me and the invite does nothing.
Invites are matched on the email address they were sent to. Sign in with that address and the invite appears under your notifications.
Still stuck? Email support@nemilab.com from the address you are trying to sign in with, and say which method you tried and what the screen said. See Contacting support.
Related
Still stuck? Email support@nemilab.com and tell us what you were trying to do.