Login & Verification Issues

Having trouble logging in? Here are the most common issues and how to fix them.

"Incorrect Passcode" (CHI PWA / CHI App)

• Make sure you're entering the correct 6-digit passcode.
• After 3 wrong attempts, you'll be locked out for 60 seconds.
• After 4+ wrong attempts, the lockout increases to 15 minutes.
• Tap Forgot Code? to reset your passcode by verifying 2 of 3 valid credentials (phone number, email OTP, or date of birth).

"Account Not Found"

• Make sure you're entering the correct phone number with the right country code.
• If you haven't signed up yet, you'll be redirected to the registration screen automatically.

Not Receiving Verification Code (SMS/WhatsApp)

1. Check that your phone number is entered correctly with country code.
2. Make sure you have mobile signal or internet connectivity.
3. Wait a few minutes — message delivery can be delayed.
4. Try switching between SMS and WhatsApp as the delivery method.
5. Check that your phone isn't blocking messages from unknown senders.
6. If the issue persists, contact support.

Not Receiving Verification Code (Email)

1. Check that your email address is entered correctly without typos.
2. Check your Spam, Junk, or Promotions folders.
3. Wait a few minutes — email delivery can sometimes be delayed.
4. Ensure your inbox is not full and can receive new messages.
5. If the issue persists, contact support.

2FA Code Not Accepted (CHI Backstage)

• Ensure the code hasn't expired (codes refresh every 30 seconds).
• Check that your device's clock is accurate (authenticator apps rely on time sync).
• Use a backup code if your authenticator device is unavailable.