Find the message or symptom you see and apply the fix. The steps are the same in the mobile app and the web app at next.brella.io.
Before you start
Use the email address you registered for the event with. After you select Continue, Verify your email opens and Brella emails you a code. The code signs you in or opens Create an account.
Code emails come from
[email protected]. The subject is One-time password or Please verify your account. In an organizer's own branded app, the subject starts with the organizer's name and the sender can be the organizer's own email address.The question-mark icon in the top right of the email, password and Create an account screens opens Attendee Support.
Nothing happens after Continue
The email address is not in a valid format. The app shows no message. Check for typos and remove spaces before or after the address.
"Could not send the code. Please try again."
Brella did not receive the code request, for example because the app could not reach the server. Check your connection. When the countdown ends, select Resend code. See Fix "Server Error" and connection problems when signing in.
The sign-in code did not arrive
Verify your email sends a 6-character code to the address shown under the title.
Check your spam or junk folder for an email from
[email protected]with the subject One-time password or Please verify your account.Confirm the address under Verify your email is one you can open. If not, go back and enter the right address.
Wait for the Resend code in (m:ss) countdown to finish, then select Resend code. The toast Email sent. Check your inbox. confirms that Brella received the request. The newest code cancels earlier ones.
On a company email account, ask your IT team to allow email from
brella.io. See Network and firewall requirements.
If your account has a password, select Sign in with password instead.
Open email app under the title opens your mail app. It appears in the mobile app only; in the web app, open your email in another tab.
"The code is invalid or expired."
Codes expire 15 minutes after they are sent. Select Resend code and use the newest email.
Codes never contain the letters O or I or the digits 0 or 1. Enter the 6 characters as shown; letters you type in lowercase change to capitals.
Only the newest code works. If you requested a code twice, use the last email.
A code works once. Request a new one if you need to sign in again.
The same message appears when the app could not reach the server. See Fix "Server Error" and connection problems when signing in.
"Too many attempts. Please wait for an hour before trying again."
Too many codes were entered for this email address. Wait an hour, or select Sign in with password.
"Captcha verification failed"
Brella could not confirm you are a person before sending the code. Select Try again. In the web app, turn off ad or content blockers for next.brella.io and reload the page. See Network and firewall requirements.
You are sent to Create an account although you have an account
Select Go back to edit and check the address for typos.
You registered for the event with a different address. Try that one.
For sign-in steps, see Sign in to Brella on the web app or the mobile app.
"Your email verification expired. Please verify your email again."
Shown after Create account when more than 30 minutes passed since you entered the code. The app returns to the email step. Select Continue, enter the new code and fill in the form again.
Create account does not finish
First name and Last name are required.
Create password is optional. If you enter a password, it must meet every rule under Your password must have: 12 characters minimum, 1 lowercase letter, 1 uppercase letter, 1 number and 1 special character.
"You must accept the terms and conditions": turn on the switch next to I agree on Terms of Service and Privacy Policy.
In the web app, reloading the page on Create an account returns you to the email step. Enter your email again and use the new code.
Brella sends no other verification email; the code verified your address. After Create account you are signed in.
"Invalid login credentials. Please try again."
The email address or password is not recognized. See Fix "Invalid login credentials". After 8 wrong passwords the account is locked for 1 hour; the sign-in code still works.
"No upcoming events" after signing in
You are signed in, but this account has not joined the event.
Select your profile picture, then Account > Troubleshoot. The Account check shows the email you are signed in with. If it is not the one you registered with, select Not you? Sign out and sign in again.
If you joined the event in an organizer's own branded event app, sign in there.
If the organizer sent you a join code or join link, select Join new event. See Join an event with a join code.
If you registered with this email and still see no event, contact the organizer.
The screen shows "Server Error" or does not load
Good to know
The mobile app needs iOS 15.6 or later, or Android 7.0 or later. In the web app, the Browser check under Account > Troubleshoot tells you if your browser is out of date.
Private browsing blocks the storage the web app needs and signs you out at every reload. Use a normal window.
You can create an account in the mobile app or in the web app. The screens are the same.