Troubleshooting

Find what you see below. If your problem is not here, ask your owner or general manager first, then contact us.

I forgot my password

Why: There is no "forgot password" button on the sign-in page. A reset link comes from an owner or general manager.

Try this:

1. Ask your owner or general manager to open the Scheduler and click Send reset link next to your name.
2. Open the email Set a new password and follow it. See Reset a password.

Still stuck? If you are the only owner, contact us.

It says "Invalid email or password"

Why: The email or password is wrong, or you have not finished joining. We show the same message for every cause, on purpose.

Try this:

1. Type your email again, with no spaces. Use the one the invite went to.
2. Tick Show password where it is offered, or type the password slowly.
3. Did you ever accept your invite? If not, open the invite email. See Accept an invite.
4. Was your account turned off? Ask your manager.

Still stuck? Ask for a reset link.

It says "Too many wrong passwords. Try again in ..."

Why: After four wrong passwords in a row, the page makes you wait, so nobody can keep guessing. The waits are 30 seconds, 1 minute, 5 minutes, 15 minutes and then 30 minutes. Even the right password is refused while you wait.

Try this:

1. Wait the time shown. Do not keep trying.
2. Then type your password carefully.
3. If you cannot remember it, ask for a reset link. A new password clears the wait.

It says "Too many wrong codes" or "That code didn't work"

Why: The six-digit code did not match. Codes change every 30 seconds, and a code works only once.

Try this:

1. Wait for the next code in your authenticator app, then type it.
2. Check that you are using the FSC account in the app.
3. Check that your phone's date and time are set to automatic.
4. If you were told to wait, wait the time shown first.

Still stuck? Use a recovery code instead.

I lost my phone, or got a new one

Why: Your codes come from an app on one phone.

Try this:

1. If you saved your recovery codes, sign in and type one in Code. See Recovery codes. Each works once.
2. If you have no recovery code, contact us. We check that it is you, then reset your two-step sign-in.
3. Sign in again. The page Set up two-step sign-in opens, and you set it up on your new phone. See Set up two-step sign-in.

We email you when two-step sign-in is reset or set up again. If you did not ask for it, tell your manager.

Not available yet

Moving your authenticator to a new phone, or getting new recovery codes, from your own account is not available yet.

My invite link does not work

Why: An invite link works once and lasts 24 hours. It also stops working if your account is turned off.

Try this:

1. Ask your manager to click Resend invite next to your name in the Scheduler. The new link replaces the old one.
2. Open the newest email only.
3. If the page says you already have an account, type the password you use. We never change it.

My reset link does not work

Why: A reset link works once and lasts one hour. A newer link replaces an older one.

Try this: Ask your manager to send another. Open the newest email only.

No email arrived

Try this:

1. Look in your spam or junk folder.
2. Ask your manager to check the email address in the Scheduler. A typo is the usual cause.
3. Ask them to send it again.

I do not see my business, or I see the wrong one

Why: You choose a business only if you belong to more than one. A business is missing if you were never invited to it or your access there was turned off.

Try this:

1. Sign out and sign in again. Pick the business on Choose a business. See Choose a business.
2. Ask the owner of the missing business to invite you.

The Scheduler says I do not have a staff profile

Why: You signed in with your FSC account, but your manager has not added you to the Scheduler yet.

Try this: Ask your manager to add you and send the invite from the Scheduler. See Invite people.

I was signed out everywhere

Why: We sign you out of every tool when your password is reset, when your account is turned off, or when you pick Yes, sign me out.

Try this: Sign in again with your email and password.

The kiosk is not recognised

Why: The kiosk is not registered, was removed, is on a different network than you gave, or its browser data was cleared.

Try this:

1. Ask an owner or general manager to open accounts.freddev.com/devices on the kiosk. See Register store devices.
2. Check that it shows in the list and not as Removed. Register it again if needed.
3. If the kiosk says its store is not set up in the Scheduler, an owner adds it under Admin, Settings, Sync stores.

I cannot open the Stores or Devices page

Why: Stores is for owners only. Devices is for owners and general managers. Both close after a few minutes.

Try this: Check your role with your owner. If the page says it has expired, open the address again and sign in.

The sign-in page has expired

Try this: Go back to the tool you were opening and sign in again. Do not use the browser's back button on the sign-in page.