Sign-in troubleshooting

The code email didn't arriveCopy Anchor Link

• Cause: it's in spam or promotions, or the email address has a typo.
• Fix: search your inbox for "Your Plya sign-in code". Check the address with Use a different email, then Send a new code.

"That code didn't work. Check it or send a new one."Copy Anchor Link

• Cause: the code was mistyped (codes are 8 digits), already used, older than 60 minutes, or replaced by a newer code.
• Fix: enter all 8 digits from the newest email, or click Send a new code.

"That link has expired. Send a new code."Copy Anchor Link

• Cause: sign-in links work once and expire after an hour.
• Fix: go to plya.app/login and ask for a new code.

"Too many attempts. Wait a minute and try again."Copy Anchor Link

• Cause: too many codes or tries in a short time.
• Fix: wait a minute. You can ask for one code a minute.

"We couldn't send the email. Try again in a moment."Copy Anchor Link

• Cause: a problem sending the email.
• Fix: wait a moment and try again. If it keeps happening, write to support@plya.app.

I don't see the passkey optionCopy Anchor Link

• Cause: passkeys work on plya.app only, and the button shows on devices that have used a passkey before.
• Fix: sign in with a code on plya.app, then save a passkey.

I clicked "Not now" and want a passkey after allCopy Anchor Link

• Cause: after you sign up or log in with a code, Plya offers a passkey once on each device. Not now stops the offer on that device.
• Fix: add one in Settings → Account → Passkeys.

"That passkey didn't work. Try again or use a code."Copy Anchor Link

• Cause: the passkey was canceled, removed, or saved on another device.
• Fix: sign in with a code, then add a passkey on this device in Settings → Account.

Is there a password or Google sign-in?Copy Anchor Link

• Plya uses email codes and passkeys. There are no passwords.

I need to change my emailCopy Anchor Link

• Go to Settings → Account and click Change next to your email. See Change your email.

An email change code didn't arriveCopy Anchor Link

• Cause: one of the two emails is in spam or promotions, or the new address has a typo.
• Fix: search both inboxes for "Your Plya email change code". To fix a typo, click Use a different email. Otherwise click Send new codes, which sends a fresh code to both addresses.

"That code doesn't match. Check the email and try again."Copy Anchor Link

• Cause: the code was mistyped, or it's from an older email. Each address has its own code, and sending new codes replaces both.
• Fix: enter the code from the newest email at each address, in the field with that address.

"These codes have expired. Send new ones to try again."Copy Anchor Link

• Cause: email change codes expire after an hour.
• Fix: click Send new codes.

"Another Plya account uses this email."Copy Anchor Link

• Cause: the new address already signs in to a different Plya account.
• Fix: use a different address, or delete the other account first.

I lost access to my old emailCopy Anchor Link

• Cause: the change needs a code from your current address.
• Fix: write to support@plya.app from the new address, and we'll help you prove the account is yours.

A code for an address you send from didn't arriveCopy Anchor Link

• Cause: it's in spam or promotions, or the address has a typo. This is the code that confirms another address you send from, for logging emails.
• Fix: search that inbox for "Your Plya code for email forwarding", then click Send again beside the address. To fix a typo, remove the address with the trash icon and add it again.

"That code isn't right." or "This code has expired."Copy Anchor Link

• Cause: the code for an address you send from was mistyped, is older than an hour, or was replaced by a newer one. After 5 wrong tries the code stops working ("Too many tries").
• Fix: click Send again and enter the code from the newest email. You can send one a minute.

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