Use your existing sign-in method
Choose the method associated with your existing account and check the details before submitting them. Enter account credentials only in the app’s intended sign-in flow.
If you have changed phones, use the same account method you previously used. Creating another account is not an account recovery step.
If a verification code does not arrive
If the sign-in screen offers a verification code, check the destination displayed there. Confirm that the relevant phone number or email account can receive messages.
Follow any resend timer instead of requesting several codes in quick succession. Use the most recent code and enter it only in the sign-in screen that requested it.
Check the connection and app state
Check your connection
Confirm that your phone can reach another website. Reconnect to a stable network if needed.
Restart the app
Close it and reopen it once. Check whether the same message returns.
Review the time and update notice
Make sure the phone’s date and time are correct. Follow any update instructions shown in the app.
Recover access with support
Use the support or account recovery entry shown in the app. Keep your account identifier, the exact error and the time of the problem ready.
Never send a password, full payment-card number or one-time code in an email or public message. If you include a screenshot, hide information that is not needed to understand the problem.
Ready to open the app?
Start the download, then follow the steps on your Android device.
