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Troubleshooting

Common problems, and what to do.

A code expired

VanZen’s codes are short-lived on purpose. Get a new one and try again:

  • Sync code (Mac or browser): it works for a few minutes. If you see That code expired, show a new code and scan it with VanZen on your phone.
  • Password reset code: it works for 15 minutes, and stops after five wrong tries. Click Email me a code again.
  • Invite code: it works for 14 days. If it has run out, write to us for a new one.
  • Mac sign-in: the link works for one minute. If you see That sign-in expired. Try again., click Sign in again in the app.
  • Use this plan on the web: if the phone says the code expired, the website shows a new one. Scan that.

Can’t sign in

  • On iPhone there is nothing to sign in to. If the app won’t start, update it in TestFlight.
  • On the web, check your username and password, or use Forgot password?
  • If That code is wrong or has expired. appears, ask for a new code.
  • If a passkey fails with That passkey could not be checked. Try again., try again, or sign in with your password.
  • On a Mac, if it says Can’t reach VanZen., check your connection and try again.

The Mac app won’t open

  • Check your Mac runs macOS 13.3 or later (Apple menu → About This Mac).
  • Make sure you dragged VanZen into Applications, and open it from there, not from the disk image.
  • If macOS says the app is damaged or can’t be checked, delete it and download it again. Only use the download from vanzen.ai.
  • If VanZen asks you to update, click Download the update.

Still stuck? Write to us with your macOS version and what the message says.

Sync problems

  • That’s not a VanZen link code.: scan the code from Sync chats on the Mac or browser, with the scanner in VanZen.
  • You can link one phone and three other devices.: remove one in Linked devices first.
  • This browser can’t lock synced chats with a passkey.: use a current Safari, Chrome, or Edge.
  • Add a passkey first.: see Passkeys.
  • Sync couldn’t reach VanZen.: check the connection. It will try again.

More in Sync and linking.

An answer looks wrong

VanZen is AI and can be wrong. Use Report a problem on the reply. It opens an email to us with the app facts and nothing from your chat; paste in the part you want us to see.