A customer phones to say they cannot get into their account. Ask them to read you the exact words on the screen, then find it below.
What the message means
- Incorrect email or password. Either the password is wrong or they signed up another way. Passwords are at least 8 characters. Check for a different spelling of the email, and whether they usually use Continue with Google.
- Too many login attempts. Dogly allows 10 sign-in attempts every 15 minutes from one internet connection. A family on the same Wi-Fi shares that count. Wait about 15 minutes.
- That email already has an account. They are trying to sign up again. Use Log In instead, or Forgot password.
- That email already has a password-based account here. They pressed Continue with Google but originally signed up with an email and password. They should sign in with the password.
- Your session expired. The page was open too long, or their browser blocks cookies. Reload and try again.
- Please wait for the verification box to finish. The sign-up check was still running. Wait a moment and try again.
- Google sign-in was cancelled or failed, or That sign-in link expired. Try again from the start, or use email and password.
If they forgot their password
- On the sign-in page they press Forgot password? and type their email.
- They always see If that email has an account, we've sent a password reset link, whether or not the address is known. That keeps accounts private, so it does not prove an account exists.
- The link in the email works once and expires after 1 hour. They choose a new password of at least 8 characters.
A person can ask for 5 reset emails an hour from one connection. If the email does not arrive, check spam and that they typed the right address.
Customers you added or imported
These customers have no password yet. When they sign up with the same email, Dogly says it already has them on file and emails a Set your password link. That is how they claim their record.
Good to know
- You cannot see or set a customer's password. The reset link is the way.
- Customers stay signed in for up to 30 days if they do not visit, then have to sign in again.
Related: What your customers do to book, I forgot my password or lost my authenticator code.
Still stuck? Open More → Dogly Support and tell us the customer's email address and the exact words on the screen. A screenshot helps.