My sign-in code hasn't arrived
What to check when the six-digit code doesn't turn up, or Pilot Lab says it's invalid or expired.
When you sign in, Pilot Lab emails you a six-digit code. The subject line reads "Your unique Pilot Lab login code is" followed by the code, so you can often read it straight from the notification without opening the email. It normally arrives within a minute.
If the email hasn't arrived
- Check the address. The code step shows the email you entered at the top. If it's wrong, select the cross beside it to start again.
- Look in spam, junk and promotions folders. Search your mailbox for "Pilot Lab login code".
- Wait a minute, then select Resend. Only the newest code works, so if two emails arrive, use the most recent one.
- Work or school email? Some organisations hold automated email for a while or block it altogether. Try again later, or ask your IT team to let Pilot Lab email through. (Signing in with a different address would create a separate account, so stick with the one your logbook is on.)
"Invalid magic code. Please try again."
The code you typed doesn't match the latest one we sent. Usually this means it came from an older email. Codes stop working as soon as a new one is sent, so use the code from the most recent email, or select Resend and use that one.
"Expired magic code. Please try again."
You'll see this in two situations:
- The code is more than 10 minutes old. Select Resend for a fresh one.
- You've asked for new codes several times in a row. After a few requests, Pilot Lab stops sending codes for that address for about ten minutes, to protect your account. Wait ten minutes without requesting another code, then start again from the email step.
If you've set a password
If you set a password on your account, signing in asks for the password rather than sending a code. If you've forgotten it, select Forgot your password? to get a reset email, or Sign in with unique code to receive a code instead.
Still stuck?
Email support@pilotlab.app from the address you're trying to sign in with, and tell us roughly when you last requested a code. We can check whether it was sent. See How do I contact support?.
Pilot Lab support will never ask you to send us a sign-in code. If anyone asks you for one, don't share it.