Possible causes
The verification code never arrives
After you click Continue, the Enter verification code screen always appears, whether or not your access is active. This protects accounts. However, PlanOps does not send a code in the following cases:
- the email address or phone number you entered does not match the one in your employee profile;
- your employee profile has been disabled;
- your profile has no role (No access).
Solution: Check the address you entered. You can also try Connect by phone instead with the cell phone number in your employee profile. After 30 seconds, click Resend code. If you still don't receive anything, ask an administrator at your company to check your profile:
- In the menu, click Employees, then click the Disabled tab.
- If the employee is listed there, click the restore icon at the end of their row, then click Yes, restore them.
- Open the employee's profile. Under Application Access, choose a role instead of No access.
- Click Save.
Tip: If a message says that no license is available, see Fix the "Not enough licenses" error.
The code is rejected
The message Wrong code — 2 tries left. (the number varies) or That code is used up. Request a new one to continue. appears.
Solution: Always use the most recent code you received. If the code is used up, click Resend code.
The "Too many attempts" message appears
After too many attempts, the device is locked out for a while. The You can try again in message shows how much time is left.
Solution: Leave the page open and wait for the countdown to end.
Important: Trying again before the wait is over makes it longer. If the wait is long, contact PlanOps support, who can lift the lockout.
The "Already signed in on 2 devices" message appears
PlanOps stays connected on two devices at a time, typically a phone and a computer. The screen lists the connected devices. Sign out this device appears under the name of each one.
Solution: Find the device you no longer use. Click the trash icon at the end of its row. Sign-in then continues. To return to the sign-in screen without signing out a device, click Cancel.
A message appears after you sign in
- Your account has been deactivated. The company's subscription is no longer active. An administrator at the company must renew it.
- Your trial has expired: an administrator must choose a plan.
- Payment Failed or Your subscription has expired: an administrator can click Update my card or Choose a Plan.
- Your account has been archived and is set for deletion. If you think this is a mistake, contact PlanOps support.
Your access changed while you were signed in
When an administrator changes or removes your role, the change takes effect immediately. The app reloads, or returns you to the sign-in screen if it can't renew your session. If your access was removed by mistake, ask an administrator to give you a role again, as described above.
What's next
If the subscription payment failed, see Update the subscription credit card.
