The app won't sign in
Fix sign-in problems on the web or the iPhone and iPad app, from a wrong password to office Wi-Fi blocking Hello to Paid.
Most sign-in problems are one of three things: the password, the network, or the account. The message you see tells you which.
"Invalid credentials"
The email or password is wrong.
- Check the email is the one you signed up with (or the one your Owner added you with).
- Reset your password: click Forgot your password? on the web (or Forgot password? in the app) and follow the email.
Team members can also ask the Owner to set a new password in Settings → Team & roles. See Change your password and email.
"This account has been deactivated"
The Owner has turned off your sign-in. Ask them to reactivate you in Settings → Team & roles.
"This network can't find app.hellotopaid.com" or "This network is blocking Hello to Paid"
Your Wi-Fi is blocking us. Office and business networks often use a web or DNS filter (like DNSFilter) that blocks new websites.
- Turn off Wi-Fi and try on cellular. If that works, the Wi-Fi is the problem.
- Ask whoever runs that Wi-Fi to allow hellotopaid.com and app.hellotopaid.com.
The same thing can happen on a computer: the sign-in page won't load at all, or the browser says the site can't be reached.
"You're offline" or "Couldn't connect to Hello to Paid"
Your phone has no connection or a weak one. Move to better signal or connect to Wi-Fi, then try again.
"The app isn't in your plan"
You signed in, but your business's plan doesn't include the app. The Owner can upgrade in Settings → Billing on the web. See Plans and features.
"Your session expired"
Sign in again. This is normal after a while or after a password change.
Still stuck?
Email support@hellotopaid.com or use the contact form. Tell us the exact message you see and whether you're on Wi-Fi or cellular.