# Registration or log in

## Login and registration troubleshooting

Use this page if you can’t log in, can’t register, or your link/code isn’t working.

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### Quick checks (do these first)

* [ ] I’m using a supported browser (see below)
* [ ] I opened the **original link** I was sent (not a bookmarked page)
* [ ] I’ve checked for typos in my email / number plate / code
* [ ] I have a stable connection (Wi-Fi or 5G)

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### Supported browsers

This tool works best with:

* **iPhone:** Safari or Chrome
* **Android:** Chrome

Not supported:

* **DuckDuckGo browser**

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### “Verifying token” / stuck / error message

**What’s happening**

* Usually a browser **security or permissions** issue.

**What to do**

1. Switch to a supported browser (Safari/Chrome on iPhone, Chrome on Android).
2. Close the tab completely and reopen the **original link**.
3. If it still persists, try turning Wi-Fi off and using 5G (or vice versa).

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### Magic link issues

#### “The link doesn’t work” / “My code or number plate isn’t accepted”

**What’s happening**

* Most commonly a **broken or incomplete magic link**.

**What to do**

* Send the link (or a screenshot) to customer service: **<support@customerservice.wondle.io>**
* We will issue you a **new link** free of charge.

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#### “I navigated first and now the magic link won’t work”

**What’s happening**

* The registration link often needs to be used as the **first step**.

**What to do**

1. Close the browser tab.
2. Reopen the **original link** directly from the message you received.
3. Continue registration from that link.

{% hint style="warning" %}
To ensure free scans, you must use the **link** and any **special code** together, exactly as provided by your Mobility Provider.
{% endhint %}

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### Payment prompts

#### “I’m being asked for payment”

**What’s happening**

* You likely registered **without using the link** provided by your Mobility Provider.

**What to do**

1. Go back to the **original link** from your Mobility Provider.
2. Register again using that link (and the special code if provided).

#### “It says I’m already registered”

**What’s happening**

* Your account may be registered, but not linked to the correct Mobility Provider pathway.

**What to do**

* Email customer service: **<support@customerservice.wondle.io>** and we will move your account to the right place.

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### Password / access issues (if applicable)

#### “My email/password isn’t recognised”

**What to do**

* Re-enter carefully and check for auto-capitalisation and extra spaces.
* If you still can’t access your account, email: **<support@customerservice.wondle.io>**

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### Contact customer service

{% hint style="info" %}
Need help? Email **<support@customerservice.wondle.io>**\
Include your email address, number plate, and a screenshot of the issue if you can.
{% endhint %}