When clients can't log into the app, use these steps to help them get back in.
How Login Works
There is no password. The client enters their phone number or email (the one your firm invited), agrees to the terms, and taps Get code. A 6-digit verification code arrives by text or email, matching what they entered. Typing it in signs them in.
Most Common Issues
- The phone number or email doesn't match what the firm has on file
- The verification code didn't arrive or expired before they typed it
- The app is outdated
- Network connectivity problems
Walk Them Through a Clean Attempt
- Open the Quilia app
- Enter the exact phone number or email the firm invited
- Agree to the terms, tap Get code
- Type the 6-digit code from the text or email
- They're in — no password to create or remember
If the Code Doesn't Come
- Wait about thirty seconds, then tap Get code again
- Phone: confirm it's a text-capable mobile number, and try Call me instead for a voice call
- Email: check spam, and confirm the address matches the firm's records exactly
App Update Required
Old app versions may have login issues:
- iOS: Check App Store for updates
- Android: Check Google Play for updates
- Uninstall/reinstall if updates don't help
Still Can't Log In?
Collect this information for support:
- Device type and OS version
- App version number
- The phone number or email they're entering
- Error message shown
- Screenshot if possible