# Sign-in or sign-up fails: what each message means

In the Beta build, sign-in and sign-up give a short message with an NV-AUTH code; this guide matches each message to what to do, including the captcha message that is not your password.

*https://perpetualtechnologies.co.uk/support/sign-in-and-sign-up-messages-explained — last checked 2026-10-14*

## Steps

1. "That email address and password did not match an account." (NV-AUTH-001): check both and type them again. The message never says whether the address has an account. If you are not sure of the password, press "Forgot password".
2. "Check your email and click the confirmation link, then sign in. The link was sent when you created the account." (NV-AUTH-002): the account is not confirmed yet. Press "Send the confirmation email again", then use the newest email.
3. "Sign-in is temporarily unavailable: the account service is asking for a captcha and the desktop app has none to show. Your password is not the problem, so there is nothing to reset. Sign in on the website instead, or try again shortly." (NV-AUTH-003): do not reset your password. Try again shortly.
4. "The account service could not sign you in (error ...)" (NV-AUTH-004): the account service had a problem that is not about your details. Try again in a few minutes.
5. "That email address or password was not accepted." (NV-AUTH-005), or a short reason after it such as a password that is too short: change what you typed and try again.
6. A message saying it could not reach the account service: your connection is the problem. See the guide on network error messages.
7. "Your sign-in has expired" (NV-AUTH-008): sign in again from Settings, then Account, then Plan and sign-in.
8. "You are not signed in" (NV-AUTH-010): sign in from Settings, then try again.
9. "The sign-in could not be saved or removed" (NV-AUTH-007): NeuralVault could not use the Windows credential store on this computer. Check it is available and not blocked by security software, then try again.
10. For any message, press "Copy error details" and keep the code if you write to us.

## How to tell it worked

The app shows "Signed in as" followed by your email address.

## If it does not work

**The Sign in button is greyed out.**

It stays off until both the email box and the password box have something in them.

**The message mentions too many requests.**

See the guide on the hourly email limit.

**You keep getting the same message.**

Report it from the bug icon or Ctrl+Shift+B, and include the NV-AUTH code.

## Related guides

- [Sign in to NeuralVault](https://perpetualtechnologies.co.uk/support/sign-in-to-the-app)
- ["Too many ... requests right now" when you sign up or ask for an email](https://perpetualtechnologies.co.uk/support/too-many-email-requests)
- [Reset a forgotten password](https://perpetualtechnologies.co.uk/support/reset-your-password)

## Still stuck

Bug reports belong in the app, in Settings, About. Those carry no contact details, so they
get fixed rather than answered. To get a reply, email us instead: that route targets two
business days. https://perpetualtechnologies.co.uk/contact