Lost or replaced the phone with your authenticator app
Nauticare has no printable backup codes. A new phone will not show the old codes unless you moved the entry across with your authenticator app's own transfer feature.
- If you also have email verification turned on: sign in as usual, and on the Two-step verification screen press Email to switch method. Once you are in, go to Account → Security and Privacy, turn off Authenticator app (TOTP), then turn it on again to pair the new phone.
- If the authenticator app was your only method: you cannot get in on your own. Contact Nauticare support. They can clear the two-factor settings on your account. You then sign in with your password alone and set up a method again.
This is the main reason to turn on both methods rather than one.
The emailed code never arrives
The code is sent as soon as your password is accepted, so it is already on its way when the Two-step verification screen appears. Check your spam folder, and make sure the address on the account is one you can still read.
The screen has no resend button. Press Back to login and sign in again to get a new code. Each code works once and expires after 10 minutes.
If you can no longer read the account's email address, contact support. You cannot change your login email yourself.
"Your verification session has expired. Please sign in again."
After your password is accepted, you have 15 minutes to finish on the Two-step verification screen. The session also ends once it has been used. Leaving the screen open too long or going back to an old browser tab causes this message. Sign in again from the start.
"Your account is locked. Please contact support."
After 10 wrong 6-digit codes in a row, the account is locked. Wrong codes typed while setting up a method count toward the same limit. Once the account is locked, nothing on the sign-in screen works: the password screen shows "Invalid email or password. Please try again." even for the right password. Resetting your password does not lift a lock caused by wrong codes. Nauticare support has to unlock the account.
Signing in on the on-board app without internet
The on-board app can sign you in while the vessel is offline, but only with an authenticator app. Email codes need internet. If email verification is your only method, you cannot sign in while the vessel is offline, and you see the standard "Invalid email or password" message. If you have both methods turned on, only the authenticator app is offered. To avoid this, turn on the authenticator app before you rely on the on-board app at sea.
The password is right but sign-in keeps refusing
The sign-in screen shows the same message for every refusal, so check these possibilities:
- The account was never verified. If you signed up and never opened the confirmation email, or were invited and never completed the invitation, the account is not active. It cannot sign in. Forgot your password? will not help either, because it quietly sends nothing to an inactive account. If you were invited, ask whoever invited you to send a new invitation. If you signed up yourself, contact Nauticare support.
- The account is locked after 20 wrong passwords. Use Forgot your password?. Completing a password reset unlocks an account that was locked this way.
- Nauticare has locked the account. Only Nauticare support can unlock it.
- You are using a different email address from the one the account was created with.
If none of these apply, contact Nauticare support and tell them the email address you are using.
Signing in with Google does not work
Google sign-in always leaves your password working, so the quickest way in is usually the password form. The messages you may see:
- "Your Google sign-in took too long or was interrupted. Please start again." The Google step must be finished in the same browser within a few minutes. Start again from the sign-in page.
- "The email of your Google account no longer matches your Nauticare account, so we removed the link." Your Google account's email changed. Sign in with your password, then link Google again on your Account page.
- "Your Nauticare account is linked to a different Google account." Use that Google account, or your password.
- "Your Google account email is not verified." Verify the email with Google first.
- "We could not reach Google." Try again later, or use your password.
- "Your account is locked or inactive." The same rules as for password sign-in apply; see above.
There is no Google button in the Nauticare phone app; sign in there with your password.