> ## Documentation Index > Fetch the complete documentation index at: https://scubazenapp.com/docs/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting > Fixes for common SCUBAzen problems: sign-in links and codes, missing emails, offline saves, import errors, backups and the travel agent. This page covers sign-in problems, actions that need a connection, logbook import and backup errors, and the travel agent. A sign-in link works once, for 15 minutes, and only on the phone that asked for it; the 6-digit code in the same email works on any phone. Most saves work offline and sync later, but a few actions, listed below, need a connection to work at all. ## Signing in ### The email didn't arrive The email comes from [signin@scubazenapp.com](mailto:signin@scubazenapp.com) with the subject "your SCUBAzen sign-in link". Look in your spam, junk or promotions folder. The **check your email** screen shows the address the email went to. If it's wrong, tap **use a different email**, correct it and send again. Under **other ways in**, tap **send it again**. The button counts down for 30 seconds after each email (**send again in** a number of seconds) before you can use it. If you close the app while you wait, SCUBAzen remembers the email for 15 minutes and opens on the **check your email** screen when you come back. ### "this link no longer works" A link works once, for 15 minutes. If you've already used it, or it's older than that, tap **send a new link**. You can also tap **enter the code instead** and type the 6-digit code from the email, if that email is still recent. If you asked for several emails, use the newest one. Only the newest email's code is accepted. ### "this link is for another phone" Links only work on the phone that asked for them. This happens if you asked on one phone and tapped the link on another, or opened the email on a different device. Either: * tap **enter the code instead** and type the 6-digit code from the same email (the code works on any phone), or * tap **send a new link** to have a new email sent for this phone. If the app doesn't know your address yet, type it first. ### "that code isn't right" Check the code against the newest email from SCUBAzen. Each new email replaces the code from the one before it. If the code "has expired", send a new email and use its code. ### "too many tries" The message is "too many tries. codes are paused for this address for up to a day. send a new email and tap its link on this phone." After 10 wrong codes for one email address in 24 hours, SCUBAzen stops accepting codes for that address until the 24 hours have passed. Sending a new email doesn't reopen codes during that time. The link in a new email still works: tap it on the phone that asked for it. ### "too many emails for now" The full message is "too many emails for now. try again in an hour, or tomorrow if it still won't send." SCUBAzen limits how many sign-in emails one address and one network can be sent in an hour, and how many it sends in a day overall. Wait an hour and try again; on shared wifi, switching to mobile data can also help. ### "too many failed sign-ins from this network" This is about checking codes and links, not about emails. Too many failed sign-ins came from your network in the last hour. On shared wifi, such as a dive resort's, other people's failed sign-ins count too. Switch between wifi and mobile data and try again, or wait up to an hour. If a link showed this, tap **retry** after switching; if you wait instead, the link's 15 minutes may run out and you'll need a new one. ### "couldn't reach SCUBAzen" or "couldn't send the email" Signing in needs a connection. Check your signal or wifi and try again. If a link opened the app but you see **couldn't sign you in** and "check your connection and try again.", tap **retry** once you're connected, or **back to sign in** to start over. ### "we couldn't send the email" The app reached SCUBAzen, but the email failed to go out on our side. Your connection is fine. Wait a little, then tap **send it again**. ## Saved on your phone Most changes save to your phone first and sync to your account when you're online. When you save without a connection, you'll see a notice saying it's "saved on your phone" and will sync when you're back online. This applies to dives, trips, certifications and insurance, gear and service records, and your account details. Your other phones see the change once it has synced. * **Wait for the sync before signing out.** If changes are still waiting, get back online first. See [sign out](/docs/settings/sign-out). * **A deleted dive while offline.** If you delete a dive with no connection, you may see "no connection" and a prompt to check your logbook when you're back online. Open your logbook once you're connected to see whether the dive is gone. * **Deleted on your phone.** Deleting a trip, certification, insurance policy or service record offline shows "deleted on your phone" and syncs later. ### What needs a connection | Action | What happens offline | | - | - | | Signing in | Can't send the email or check the code | | Adding dive photos | Photos don't upload: "some photos didn't upload" | | Adding a card, gear, work order or profile photo | The photo doesn't upload | | Deleting a dive | "no connection"; check your logbook once you're back online | | Deleting a piece of gear | Refused: "deleting gear needs a connection" | | Importing a logbook, or undoing an import | Refused | | Backing up your logbook | Fails with "couldn't build that file" | | Asking the travel agent a question | Doesn't send | | Deleting a travel agent conversation | Refused, and nothing is removed | | Opening the privacy policy or terms | Opens in your browser, which needs a connection | If a page says it "couldn't load" your dives, gear, certifications or trip and asks you to check your connection, move somewhere with better signal and open the page again. If it keeps happening on a good connection, update SCUBAzen from the App Store or Google Play, then use **tell us** on the notice to report it. ## Importing a logbook | Message | What it means | What to do | | - | - | - | | "choose a .csv, .tsv or .txt file. most dive apps can export a csv" | The file isn't a .csv, .tsv or .txt file | Export a CSV from your old dive app and choose that | | "that file is too large to be a logbook export" | The file is over 20 MB or has more than 50,000 rows | Check you chose the CSV your dive app made | | "couldn't read that file" | The file couldn't be read as a table | Export it again as CSV | | "there are no dives in that file" | The file has a header but no rows | Check the export included your dives | | "importing checks your logbook first, so it needs a connection" | SCUBAzen couldn't read your current logbook | Try again when you're online | | "every dive in this file is already in your logbook" | All dives match ones you already have | Nothing to do | | "match a date or site column so the dives can be told apart" | Neither a date nor a site column is matched | Tap a column and place it as date or site | | A count "came in before the connection dropped" | The connection dropped partway | Tap **try again**; dives already in are skipped | See [import a logbook](/docs/logbook/import) for the whole process. ## Backing up your logbook A backup reads your logbook from SCUBAzen's servers, so it needs a connection. Offline, it fails with "couldn't build your backup. it needs a connection, so check yours and try again". Connect and tap **back up everything** again. See [back up your logbook](/docs/logbook/backup). ## Travel agent ### "no answer came back" This appears under your question when the agent didn't answer it, usually because the connection dropped or the app closed while the answer was on its way. Tap **retry** to send the same question again once you're connected. An answer can take a minute or more. You can leave the conversation page while it's being written, but keep the app open until the answer arrives: the app saves the answer when it comes in, so closing the app first loses it. ### "couldn't reach the agent" A new conversation couldn't be started, usually because you're offline. Your question is put back in the box, so you can send it again with a connection. See [plan a trip](/docs/travel-agent/index). ## Still stuck? Send us a report from **help & feedback** in settings. See [help and feedback](/docs/help/feedback). If you can't sign in at all, see [contact support](/docs/help/contact). ## Related * [Sign in](/docs/get-started/sign-in) * [Help and feedback](/docs/help/feedback) * [FAQ](/docs/help/faq) * [Contact support](/docs/help/contact) ## Related topics - [Contact support](/docs/help/contact.md) - [FAQ](/docs/help/faq.md) - [Help and feedback](/docs/help/feedback.md) - [Sign out](/docs/settings/sign-out.md) - [Back up your logbook](/docs/logbook/backup.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.