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I can’t sign in, or my company is paused
By the end of this article you’ll know why the app is keeping you out and the shortest way back to your jobs — and that in every case your work on the phone is still there.
Symptoms
- Sign in failed. Check your email and password. under the form, however many times you try.
- The app opened on the sign-in screen when you were signed in yesterday.
- A banner above the form: Your session ended. Please sign in again., This device was offline too long, so its downloaded data was cleared for security. Sign in to download it again., or Your fingerprint, face or screen-lock settings changed, so your saved sign-in was cleared for security. Sign in again to continue.
- After signing in: No company yet, Your company is paused, or Couldn’t load your companies.
- While working: This company is paused, This company is suspended, or You can’t reach this company.
Likely causes
- No signal. Signing in always needs a connection, and a sign-in that can’t reach the office shows the same Sign in failed. Check your email and password. line as a wrong password. Check the bar at the top of the phone before anything else.
- A wrong password, or too many tries. The phone uses the same email and password as the back office. After several wrong passwords the account is locked for 15 minutes; the message doesn’t change, and trying during the lock changes nothing.
- The app was closed with no signal. When the phone opens the app cold — you swiped it away, or the phone freed the memory — it checks in with the office. With no signal that check fails and you land on the sign-in screen with no banner. Nothing was cleared: your jobs and any unsent work are still on the phone.
- A day away. You’re signed out after a full day of not using the app, and when the office removes this phone under Your Devices.
- A week with no connection. The phone clears its downloaded data after seven days without reaching the office. Whatever hadn’t been sent is gone.
- You’re not on the team yet, or not any more. No company yet: your manager hasn’t added you, or switched you off.
- The company is paused. Nobody at the company has signed in for a long time. Nothing was deleted.
- The company is suspended. Wax Stak has stopped the account; someone at your company needs to sort it out with us.
What to do
- Get a signal. Wi-Fi is fine. Then tap Sign In again.
- Retype your password — the field hides it, so a wrong character is easy. Still failing after a couple of careful tries? Wait 15 minutes and try once more.
- Forgotten it? The phone can’t reset a password. Open the back office in a browser and use Forgot Password? on its sign-in page; the email link works for an hour. See I can’t sign in for that side.
- No company yet: ask your manager to add you from Team in the back office (or to switch you back on). Sign in again once they have.
- Your company is paused or This company is paused: an owner or manager brings it back from the back office — they sign in there and follow the email that arrives. Then tap Try again on the phone. Your work on this device is safe.
- This company is suspended: nothing on the phone fixes this. Tell an owner; they write to support@waxstak.com.
- Couldn’t load your companies: no signal after signing in. Get one and tap Try again.
- Signed in again with the same email? Everything is where you left it, and unsent work goes on the next sync.
Good to know
- There’s no sign-up in the app. A manager invites you; the invite email is where you set your password.
- Which company? appears only when your email works for more than one business. Pick the one you’re working for; change it later under You → Company.
- On the lock screen, Sign in with your password instead is a full sign-out, not a way around a forgotten passcode — it clears the phone’s downloaded data, unsent work included. Unlock with the phone’s own passcode instead. See Lock screen: passcode and biometrics.
- Can’t sign in at all and need support? Write from any address and say so.