Sign-in problems

This article explains the messages you may see when creating an account, signing in, or confirming your password — and what to do about each one.

“Invalid email or password”

What it means: The email and password you entered do not match an account. For your security, Vav does not say which one is wrong.

What to do:

1. Check the email for typos. Extra spaces and capital letters do not matter — but a wrong letter does.
2. Use “Show password” to check what you typed.
3. If you are not sure of your password, tap “Forgot password?” and follow the steps in Reset your password.

“Too many failed attempts. Try again later.”

What it means: There were 10 failed sign-in attempts for this email within 15 minutes, so sign-in is paused for 15 minutes. This protects your account from password-guessing attacks.

What to do:

1. Wait 15 minutes, then try again.
2. If you do not remember the password, use “Forgot password?” instead of guessing.
3. If you did not try to sign in yourself, someone else may be trying your email. Reset your password once you are back in, and email support@vav.global.

“Your email is not verified yet. Enter the code we sent you.”

What it means: Your password was correct, but you have not confirmed your email yet. We automatically sent you a new 6-digit code.

What to do:

1. Open your email inbox and find the message with the subject “Your Vav verification code”.
2. Enter the 6-digit code. It expires in 10 minutes.
3. No email? Check spam, then tap “Didn’t get it? Resend code”. You can resend once every 60 seconds.

“Invalid or expired verification code”

What it means: The 6-digit code is wrong, older than 10 minutes, or was entered incorrectly 5 times (after 5 wrong tries a code stops working).

What to do:

1. Tap “Didn’t get it? Resend code” to get a fresh code.
2. Enter the newest code from your inbox — older emails contain codes that no longer work.
3. Type the code carefully. You only get 5 tries per code.

“Invalid or expired reset code”

What it means: The password-reset code is wrong, expired (codes last 10 minutes), or used up.

What to do:

1. Tap “Didn’t get it? Resend code” on the reset screen.
2. Use the code from the newest email with the subject “Your Vav password reset code”.
3. After setting a new password you will see “Password updated. Sign in with your new password.” — you are signed out of all devices and must sign in again.

“An account with this email already exists”

What it means: You tried to register with an email that already has a Vav account.

What to do:

1. Go back and choose “Sign in” instead.
2. If you do not remember the password, use “Forgot password?”.

“Account is not active”

What it means: This account was closed or suspended, so it can no longer sign in.

What to do:

1. If you deleted your account, this is expected — you can register again with the same email.
2. If you did not close your account, email support@vav.global from the account’s email address.

“Session expired” or being sent back to the sign-in screen

What it means: Your signed-in session ended. Sessions end after 30 days, when you change your password on another device, when someone signs the device out from “Signed-in devices”, or after a password reset.

What to do:

1. Sign in again with your email and password.
2. If this happens often and you did not sign out, reset your password and review your device list — see Manage your devices.

“Confirm your password to continue” / the “Confirm it’s you” window

What it means: You are doing something sensitive (showing card details, loading a card, sending money). Vav asks for your password again to make sure it is really you.

What to do:

1. Enter your account password and press “Confirm”. The confirmation stays valid for 5 minutes.
2. If you see “Password is incorrect.”, re-type it carefully.
3. If you see “Too many attempts — wait a moment and try again.”, pause for a minute before retrying.

“Current password is incorrect” (when changing your password)

What it means: The “Current password” field does not match your existing password.

What to do:

1. Re-enter your current password carefully.
2. If you cannot remember it, sign out and use “Forgot password?” on the sign-in screen instead.

Also note: “New passwords do not match” means the two new-password fields are different — retype them. Your new password must be at least 8 characters.

“Login failed — is the API reachable?” (app) or “Something went wrong” (web)

What it means: The app could not reach Vav at all — usually a connection problem.

What to do:

1. Check your internet connection and try again.
2. If it keeps happening, email support@vav.global with the exact message you see.

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