Troubleshooting

Symptoms, causes and resolutions, grouped by where the problem appears.

Signing in and accounts

Symptom	Likely cause	Resolution
Invalid email or password	Wrong credentials, or the address is not registered.	Re-type carefully. Use Forgot password, or sign in with an email code instead.
Account is not active	The account has been archived by an administrator.	Contact your administrator; only they can restore it (Archiving an account).
No code arrives	Wrong address, spam filtering, or the address is not registered.	Check spam. Confirm the address. For a sign-in code, remember the request always reports success even for unknown addresses.
Invalid or expired code	More than 10 minutes elapsed, five wrong attempts, or an older code was used.	Request a fresh code and use the newest email.
Challenge verification failed	The page has been open too long.	Reload and retry.
Signed out unexpectedly	Someone performed a password reset on the account.	Sign in again. If you did not request it, tell your administrator immediately.

Scanning and verification

Symptom	Likely cause	Resolution
You are not allowed to verify this code type	The active profile does not match the code’s tier.	Switch profile (Switching the active profile). The item is not necessarily suspect.
Select a verifier first	No profile is active on the device.	Open Verifiers and select one.
Camera shows nothing, or is refused	Camera permission denied, or another app holds the camera.	Grant camera access in the device settings; close other camera apps; use manual entry meanwhile.
The QR will not read	Print too small, poor contrast, glare, or a damaged label.	Improve lighting, hold steady at 10–15 cm, or type the printed code instead.
Stuck on Enable location	The profile requires a position and none is available.	Enable location, allow the permission, and move where the sky is visible (When location is required).
Everything times out	No connectivity, or the device cannot reach the server.	Verification always needs a connection. Check the network; on a private installation confirm the device is on the right one.
Verdict says withdrawn for stock you believe is fine	The brand, product, batch, issuance or the owner’s account has been archived.	Ask the brand — the withdrawal is deliberate (Archiving — nothing is ever deleted).

Dashboard

Symptom	Likely cause	Resolution
Records are missing	The status filter is on Active, or (administrators) the owner filter is on the wrong owner.	Switch the status filter to see archived records; check the owner selector (The owner filter).
Times look wrong	No timezone set on your profile.	Set it in Profile (Name and timezone).
Quantity must be between 1 and 1000	Too many codes requested at once.	Split the run into several issuances.
Please upload an image file / attachments must be images or PDFs	Unsupported file type.	Convert to PNG, JPEG or PDF, under 8 MB.
Upload fails silently on a large file	The file exceeds 8 MB.	Compress or resize it.
No print template available	No label template is configured on the platform.	Ask an administrator (Platform configuration).
Object storage is not configured	Server-side storage is unavailable, so files and documents cannot be saved.	This is an installation problem — contact whoever operates your AuthPlus server.
The map is empty	No operations match the filters, or none carry a position.	Widen the date range and clear filters; remember approximate locations depend on the network.
A page briefly shows a generic error	Transient server or connectivity problem.	Use the retry action. If it persists, note the time and contact support.

Tip · Before contacting support

Note the exact message, the time, the code or record involved, the account you were using, and the version shown at the bottom of the sidebar. That is almost always enough to diagnose an issue without a second exchange.