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. Our link works once. If the checker opens it, it is used up before you ever press it, and you see “That link has expired or was already used. Ask for a new one 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 link. It does not go through email at all, so nothing can eat it.
2. If there is no button, ask for a new link and press it straight away, in the same browser where you asked for it. Do not forward the email to your phone and press it there. The link only works in the browser that asked.
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 isn't on the list for this private beta.” — the address you used is not one we have let in. Try your work address. If you were given an invite code, use it first, with the address you sign in with (the start here page shows how). Otherwise ask Benicio to add it.
• “That sign-in didn't go through. Try again, or use an email link.” — the Google, Microsoft or GitHub round trip failed. Often a work account that is not allowed to approve new apps. Use the email link instead.
• “That's a few in a row. Give it a minute, then try again.” — you asked for several links quickly. Wait a minute.
• “Something went wrong signing you in. Please try again.” — our side. Try once more, then tell Benicio.

After you ask for a link, the page says “If that address is on the list, a sign-in link is on its way.” It words it that way on purpose, so nobody can use the sign-in page to find out who has an account. It does not mean we are unsure about you.

• “That code isn't open.” — the code is mistyped, closed, out of date or used up. The page says the same thing for all four on purpose, so nobody can use it to test codes. Check the code with whoever gave it to you.
• “That doesn't look like an email address.” — check the address you typed.
• “That's a few in a row. Give it a minute, then try again.” — several tries quickly. Wait a minute.
• “Something went wrong on our side. Please try again in a minute.” — our side. Try once more in a minute, then tell Benicio.

Once a code works, sign in with exactly the address you typed beside it. Another address is not on the list, even if it is yours.

Press the date at the top left; over it, it says “Back to today”. Your own world, in the middle of the horizon, 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 resting 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 resting.” 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 on your ✅ 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.

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.

Benicio. There is no support queue while Nirvaana is in a private test. Tell him what you did, what you expected, and exactly what the screen said.