Troubleshooting: common issues

Before you start

• This page covers both sides: the person playing an experience and the person who made it. Jump to the section that matches your situation.

I can't connect / my code won't work

You enter the activation code but it won't let you in. Here's what each message means.

• “Please enter the activation code.” → The box was empty. Type the code, then select Begin.
• “Your code has expired, please have the creator generate a new activation code.” → The code's time window has passed, or it isn't recognized. Check you typed it exactly (eight characters with a dash), then ask the person who made your experience to send a fresh one.
• “Your code has expired or has already been used, please have the creator generate a new activation code.” → Activation codes work once. If someone has already connected with it, you'll need a new code.
• “You are the creator of the experience you can not connect as the player” → You're signed in to the account that built this experience. The creator and player are always different people. Connect from the recipient's device, or sign out and play as a guest.
• “This experience needs a Xpereans account. Sign in (or create one) and we'll bring you right back.” → This particular experience requires an account. Sign in or sign up with email or Google — your code is kept for you, so you'll return right to it.

If you're the creator and your player is stuck on any of the above: open the experience and activate it again to generate a new code, then send the new one. See Send the activation code.

A step won't open

You're partway through and can't get past a step.

• “The code does not match” → The code you typed isn't the one that was set. Capitalization is ignored, but an extra space or a different word won't match. Re-read the clue in the step, tap + SHOW HINT if there is a hint, and try again.
• “You must leave a response to continue” → This step asks you to write something. Add a few words in the reply box, then tap Complete step.
• A timed step shows “This step unlocks at” and won't budge → It's set to open at a specific time. There's nothing to tap — it opens on its own when that time arrives.

Creators: if your player tells you a code never works, open that step and check the code you set. You can update it any time before the step is completed. See Set the code for a code-locked step.

A photo won't upload

When adding a cover photo or a step photo:

• “Something went wrong with the image upload please try again” → Usually the crop wasn't the right shape, or the upload didn't finish. Re-upload and confirm the crop (cover photos are square; step photos are tall/portrait), then save.
• The photo disappeared after an edit → Check you didn't tick the remove-photo option by accident. Re-upload the image and save.
• A large photo won't go through → There's an upload size limit (around 10 MB). Use a smaller image and try again.

See Add a photo or a hint for the full steps.

I lost my progress / I'm offline

• A strip appears that says “Offline — your current step is saved. Reconnect to continue.” → You've lost your internet connection. Your current step is saved. Reconnect and you'll pick up where you left off.
• You played as a guest and can't find the experience again → A guest session is tied to the device and browser you used. If you switch phones or clear your browser, you'd lose your place. To keep a memory for good, add your email on the memory wall at the end — that links it to an account you can sign back in to. See The memory wall and saving it to your account.
• You signed in but don't see your experience → Make sure you're signed in with the same email you used when you connected, then check your experiences list.

Saving my memory didn't work

On the memory wall, when adding your email:

• “That doesn't look like a valid email.” → Check for a typo and try again.
• “That email is already on an account. Sign in with it to keep your memory together.” → You already have an account with that email. Sign in with it on the normal sign-in page so this memory joins the rest of your account.

Creator: I can't change or delete something

• “You can not reorder steps once the experience has been started” → Once any step is completed, the order locks. You can still edit upcoming steps, just not move them.
• “Your step has already been completed and can not be deleted.” → Completed steps are frozen so the memory matches what happened. They can't be edited or removed.
• “… has been completed and can no longer create new activation codes” → A finished experience can't be reactivated.
• “You must purchase an experience before you can create more drafts.” / “You can not create more than 5 draft experiences.” → You're at a draft limit. Activate or clear out a draft, then start a new one. See Which plan do I need?.
• “Your experience can not be deleted at this time.” → A purchased experience that's mid-play can't be deleted yet. If it keeps happening, contact support with the code shown in the message.

Tips

• Most “code expired” problems are solved by the creator generating a fresh code and re-sending it.
• When in doubt, the person who made your experience can see your progress and help — including nudging the next step along from their side.