When something goes wrong

This is the most common problem, and on Microsoft email it is usually not your fault. Outlook and Microsoft 365 check links in email by opening them first, to see whether they are safe. The code and the link in our email are one sign-in, and it works once. If the checker opens the link, both are used up before you ever get to them, and you see “That code didn't work.” or “That link has expired or was already used. Ask for a new code below.”

What to do, in this order:

1. If there is a Microsoft button on the sign-in page, use that instead of the email. It does not go through email at all, so nothing can eat it.
2. If there is no button, ask for a new code and type it straight away. The code works wherever you type it. If you use the link instead, press it in the same browser where you asked: the link only works there, so forwarding the email to your phone and pressing it there will not work.
3. If it keeps happening, tell Benicio it is Safe Links. Your company's email settings can be told to leave our address alone.

• “That account can't sign in to Nirvaana.” — this account was taken off Nirvaana. If you think that is a mistake, write to hello@nirvaana.ai.
• “That sign-in didn't go through. Try again, or use an emailed code instead.” — the Google, Microsoft or GitHub round trip failed. Often a work account that is not allowed to approve new apps. Use the emailed code instead.
• “That code didn't work.” — a typo, a code from an older email, or one already used. Each code works once, for 15 minutes, and only the newest one you were sent. Check it against the newest email from Nirvaana, or send a new one.
• “That's a few in a row. Try again in 42 s.” — you asked for several codes quickly. A new code for the same address can be asked for once a minute, and five times an hour. The page counts down to the second. If a code went out in the last 15 minutes, the code box stays up: use the newest email.
• “That's a few in a row. Give it a minute, then try again.” — you typed several wrong codes, or pressed a sign-in button several times, quickly. Wait a minute.
• “Something went wrong signing you in. Please try again.” — our side. Try once more, then tell Benicio.
• “That email didn't go out, so nothing is on its way.” — the email was not sent, so there is nothing to wait for. Use one of the buttons above it, or ask for a code again in a few minutes.

After you press Send, the page says “We emailed you@company.com a 6-digit code, or a link if you're new here.” A new address gets a link to confirm it; an address with an account gets the code.

• “That code didn't match.” — the code changes every 30 seconds. Type the one on screen now, not one you read a moment ago. If it keeps happening, check your phone sets its clock automatically; a clock a minute out makes every code wrong.
• You have a new phone. Most authenticator apps can move their codes to it. If yours can't, use a recovery code, below, and set up the new phone.
• You lost your phone. On the “One more step” page, press “Lost your phone? Use a recovery code” and type one of the codes you kept. It takes the old phone off your account, then you set up the new one on the same page. Settings can make you a new set of codes afterwards.
• You lost your phone and your recovery codes. Write to hello@nirvaana.ai from the address you sign in with. A person checks it is really you, by more than the email alone, then takes the old phone off. The next time you sign in, you set up the new one.

• No email yet? Wait a minute and look in spam, then press “send a new code”. Only the newest code works.
• “That code has run out or been used.” — each code works once, for 10 minutes, and five wrong tries use it up. Send a new one.
• You can't get into your email any more. Write to hello@nirvaana.ai. A person checks it is really you, then helps you in.

Press the date at the top left; over it, it says “Back to today”. Your own world, in the middle of the row of worlds, goes back to the day too. Nothing you were doing is lost.

• “I couldn't answer that just now. Your message is saved.” — something failed mid-answer. Your message is kept. Say go on or ask again.
• “Nirvaana is unavailable for a moment. Your message is saved, and I'll pick it up from there.” — the model is busy or unavailable. Wait a little and ask again.
• “I'm still on your last message.” — one answer at a time. Let it finish.
• “Nirvaana is paused right now.” in the box where you type, and you cannot type — everything is paused. It is not your account. Come back later.

The two rings are how Nirvaana shows it is working or speaking. They are meant to finish a full turn once they start, so a very quick answer still shows a moment of them. That extra moment is deliberate, not a hang.

If they turn for more than a couple of minutes with nothing appearing, the answer is not coming. Reload the page. Your message is saved and the conversation will still be there.

“What waits for your approval didn't load just now. It will on the next visit.” at the top of the day means that list failed to read. It is saying so rather than showing you an empty list you might believe. Nothing is lost. Reload, or carry on and check it later.

Every so often an app's sign-in runs out, or is about to, and can't renew itself. Where you see it, a card at the top of your day says “Google Calendar needs you to reconnect” (with the app's own name), or that it does within a few days; in the app's Connections it says “Needs reconnecting”.

1. Press “Reconnect”.
2. Say yes on the app's own page, the same as the first time.

Until you do, Nirvaana stops reading that app. Nothing it kept is lost.

• “Nirvaana could not check this connection just now. Try again.” — our side, for a moment. Your connection is fine: wait a minute and ask again. Many apps try again by themselves.
• The app asks you to sign in to Nirvaana again — its sign-in ended, or was signed out. Connect it again the same way as the first time, and press Allow. Connect Claude has the steps.
• “That one wasn't signed out: the list had changed since this page opened. This is the list as it is now. If it's still here, sign it out again.” — in Settings, under Apps and terminals, or in Your connections. Do what it says: if the app is still on the list, press Sign out again.

This is the thing most worth telling us about, because remembering is the whole product. Say it again plainly and in one sentence, with the names in it. Then tell Benicio what it forgot and roughly when you told it. That is a real bug, not you using it wrong.

Then this page is wrong and we will fix it. These pages are meant to describe only what is actually built. If a page here says something works and it does not, that is our mistake and worth reporting.

Write to hello@nirvaana.ai. Tell us what you did, what you expected, and exactly what the screen said.