My setup code isn't working

What each setup-code message means — mistyped, wrong email, already used, expired, withdrawn, not recognised, account not finished, owner needed, already being applied — and how to get a new one.

Each message means something specific. Here's what to do about each one.

"That code doesn't look right"

The code has been typed slightly wrong. Setup codes carry a built-in check character, so ResoFlow can tell a typo apart from a code that simply doesn't exist — that's what this message is.

Things worth checking, then try again:

• The letter U is never used in a code — nor is anything that isn't a plain letter or number. A stray character like that will stop the code being read on its own.
• Check you haven't swapped two characters round. That's what the check character is there to catch.
• Capitals don't matter, and neither do the spaces or dashes between the groups.
• You don't need to worry about I, L or O — we correct those for you as you type (I and L become 1, O becomes 0), so they can never be the reason a code is rejected.

If it still won't take, use the link we sent instead — it fills the code in for you.

"That code is registered to another email address"

The code only works for the email address we registered for you. This usually means you've signed in with a different account — a personal address instead of the venue's, for example.

Sign out, sign in with the address we set the code up for, and try again. If we registered the wrong address, tell us and we'll correct it — that only changes our record of which address the code is for, and never touches your ResoFlow account.

"That code has already been used"

Setup codes work once, and this one has been used — which means your setup has already been applied. There's nothing left to open: everything is on your account.

If you don't think anyone used it, get in touch and we'll check.

"That code has expired"

Codes last 30 days. After that the details we staged are deleted automatically, which is deliberate — we don't hold on to a prospective customer's information indefinitely. So there's nothing waiting to be opened any more.

Ask us and we'll put it together again.

"That code has been withdrawn"

Someone at ResoFlow replaced this code with a newer one — most often because you asked us for a fresh one after losing the original. The moment a replacement is made, the old code stops working.

Use the newer code we sent you. If you haven't got it, get in touch and we'll send it again.

"We don't recognise that code"

The code is well-formed but isn't one of ours. That usually means a character or two has been changed somewhere between us sending it and you typing it — a copy that clipped an edge, or a code from a different message.

The screen offers Try the code again. If a second go doesn't take, use the link we sent you instead, or get in touch.

"Sign in to use your setup code"

You need to be signed in to your venue's ResoFlow account before a code can be applied, because it's applied to that account. The screen offers a Sign in button — use the address we registered for you, then enter the code again.

"We had trouble with that code"

Something has gone wrong at our end — the code is fine, we just can't read what's on it. Nothing has been changed on your account. Get in touch and we'll sort it out; you don't need to do anything else.

"Finish creating your account first"

Your ResoFlow sign-in exists, but the venue's account itself hasn't been created yet — usually because sign-up was left partway through. A setup code is applied to a venue, so it needs one to land on.

The screen offers Finish creating my account — it takes you back to the sign-up steps, and your code is remembered, so once the venue exists the setup picks up where you left off.

"This needs the venue's owner"

Only the venue's owner can use a setup code, because applying it changes the venue's settings and can add a plan. If you're signed in as a member of staff or an admin, ask the owner to open the code from their own sign-in — or get in touch and we'll sort it together.

"Your setup is already on its way"

The setup is already being applied — usually because it was started in another tab, or on another device. Nothing is wrong: it finishes by itself, normally in under a minute. The screen offers Check again — give it a moment, then press it to see how it went.

I refreshed (or opened a new tab) while my setup was being applied

Nothing is lost. Open the setup screen again — the same page, a reload of it, or even a new tab on the same device — and it reconnects to the run that's already going, showing you the live progress and then the "Your venue is ready" summary when it lands.

I've lost the code

Ask us for a new one. We can't send you the original: codes are stored scrambled, so nobody at ResoFlow can read one back — not even us. What we can do is issue a fresh code that carries the same prepared setup. The old one stops working the moment the new one is made.

Before you ask, sign in and check your dashboard — if a code is waiting for your email address, a banner appears at the top offering Review setup.

I attached the wrong code (or want to remove one) during sign-up

When a code is attached at sign-up, the green banner includes Use a different code, or remove it. Removing it simply detaches the code from this sign-up — the code itself stays valid, so you (or whoever it was meant for) can still use it later. Note that a code carrying a free plan for your email address is honoured at the payment step regardless: you won't be charged for a plan that was being gifted to you — if that blocks a payment you genuinely want to make, get in touch and we'll release it.

I skipped my code during sign-up — can I still use it?

Yes. If this browser still remembers the code, a banner appears at the top of your dashboard offering Your setup code is ready to apply — one click takes you to the setup screen. If the banner isn't there (a different device, say), open the setup screen's Have a setup code? card, press Enter setup code and type it in, or use the link from the person who sent it — and if a code is waiting for your email address, the dashboard banner offers Review setup on its own.

Part of my setup didn't apply

The screen names the part that didn't work and offers a button that tries just that bit again — Try that part again when it's one thing, Try those parts again when it's more than one. Everything that already landed stays exactly as it is. Try that first.

We're told automatically whenever this happens, so if trying again doesn't fix it we'll already know and will sort it out with you.

Occasionally a part stops halfway rather than failing outright. Repeating that could duplicate what it already did — a second set of your tables, for instance — so we don't offer to try it again. The screen says so, and we finish it off for you.

Nothing was applied and I want to start again

Nothing is saved until you press Apply, so if you closed the review screen without applying, your account is untouched and the code still works. Just open it again.