Troubleshooting
Sign-in problems
Every sentence the sign-in screen can show, why it appears and how to get in.
Updated
Cloud's sign-in screen offers two buttons, Continue with GitHub and Continue with Google. Both go through your Cahaves account, and the first press creates that account. When a sign-in fails, you land back on the sign-in screen with one sentence in a red alert. Find that sentence below.
Cloud's own screen has no password field. If your Cahaves account signs in with a password, open Cloud from your Cahaves account screen instead: see Sign in and your Cahaves account.
Messages on the sign-in screen
| Message | Why you see it | What to do |
|---|---|---|
| That sign-in could not be completed. Start again. | Cloud refused the answer it received. The sign-in was started in another tab or browser, was replayed with the back button, or the account has been banned by Cahaves. Any reason Cloud does not recognise also reads this way. | Press Continue with GitHub or Continue with Google again, in the same tab, and finish at the provider without switching browsers. If the sentence returns every time, contact support. |
| Choose GitHub or Google to sign in. | The sign-in link named no provider, or one Cloud does not offer. This usually comes from an old or edited bookmark. | Press one of the two buttons on the screen. |
| Sign-in is unavailable right now. Try again in a minute. | Cloud could not reach the Cahaves account service to start the sign-in. | Wait a minute and press the button again. If it lasts, contact support. |
| That sign-in expired before it finished. Start again. | Your Cahaves account no longer held the sign-in request when the provider answered: it had expired, or it was finished in a different browser. | Start again from the sign-in screen and complete the provider's step in one go. |
| That sign-in option is not available right now. | Cahaves has switched that provider off. | Use the other button if that provider is already connected to your Cahaves account. Otherwise contact support. |
| The provider did not finish the sign-in. If you did not cancel it, try again in a minute. | You cancelled at GitHub or Google, or the provider could not be reached. | Press the button again. If you did not cancel, wait a minute first. |
| The provider has not verified your email address. Verify it there, then start again. | On GitHub, your primary email address is not verified. On Google, the address on the account is not verified. | Verify the address in your GitHub or Google settings, then sign in again. |
| The provider did not share an email address, and your account needs one. | This was a first sign-in, which creates a Cahaves account, and the provider returned no email address to create it with. | Sign in with the other provider, or with a provider account that has an email address. |
| An account already uses that email address. Sign in the way you did before, or connect this provider from your Cahaves account screen first. | A Cahaves account with the same address already exists, made with the other provider or with a password, and this provider is not connected to it. | Sign in with the button you used the first time. To use both, connect the second provider on your Cahaves account screen (Sign in and your Cahaves account). |
| That account cannot sign in. | Your Cahaves account is not active: Cahaves has suspended or closed it. | Contact support. |
| Cahaves is not taking new accounts right now. | This was a first sign-in, which creates an account, and Cahaves has paused new accounts. Existing accounts sign in as usual. | Try again later, or contact support. |
| Your Cahaves session has ended. Continue with GitHub or Google to sign in again. | You opened Cloud from your Cahaves account screen, and your session there had ended, so Cloud could not sign you in without asking. | Press Continue with GitHub or Continue with Google. |
Other messages
If none of these matches what you see, email support with the exact sentence and the time it happened: see Support.