Sign-in, PIN or verification code does not work
Which sign-in belongs to which screen (back office, POS, staff portal, Knownbee) and what to check when it fails.
On this page
Verimly has four different sign-ins, and a credential for one does not work on another. A PIN does not open the back office, and a back-office password does not unlock a till. Find the screen you are on below.
Which sign-in do I need?
| Where you are | You sign in with | Who it is for |
|---|---|---|
| Back office (web) | Email and password, plus a code from your authenticator app if two-step verification is on | Owners and managers |
| POS tablet and kitchen screen | A 6-digit staff PIN on a paired device | Cashiers, servers, kitchen staff |
| Staff portal | A one-time code sent to your email or mobile number | Staff checking shifts, time off and hours |
| Knownbee app | A one-time code sent to your email or phone | Guests |
Back office
On the back office sign-in screen enter your Email and Password and choose Sign in.
- Wrong email or password means one of the two does not match. Check the address for typos and that Caps Lock is off. Passwords are at least 8 characters.
- Forgotten the password? Choose Forgot password? and follow password-reset.
- If two-step verification is on, a Two-step verification screen follows. Enter the 6-digit code from your authenticator app. If your phone is not with you, choose Can't use my phone — use a backup code. See two-factor.
- You can only open a business you belong to. If you have several, you pick one after signing in, see multi-business.
- No account yet? An owner invites you from the Staff screen; you create your account from the invitation. See back-office-invite.
POS and kitchen screen
The tablet must be paired before it asks for a PIN. A paired device shows Enter your PIN. If it asks for a pairing code instead, see pairing.
Your PIN is 6 digits and is set by a manager on your staff profile (Set PIN or Change PIN).
| Message | What it means | What to do |
|---|---|---|
| Incorrect PIN. | The PIN does not match an active staff member. | Try again slowly. If it keeps failing, ask a manager to set a new PIN. |
| This PIN works, but this person isn't assigned to this location. | You are not added to the location of this till. | Ask a manager to add you to the location under Staff. |
| Too many wrong PINs on this terminal. | Wrong PINs add up per terminal, whoever types them. After 10 wrong PINs within 15 minutes the terminal refuses every PIN, including correct ones, until the time is up. | Wait the number of seconds shown, then enter the PIN once, carefully. |
| You signed in on another till, so you were signed out here. | One till per staff member is on in Settings › General. | Sign in again here, or finish on the other till. |
| Locked after a number of minutes without activity. | Lock tills when idle in Settings › General returned the till to the PIN screen. Open payments are never interrupted. | Enter your PIN to continue. |
| You were signed out. Enter your PIN to continue. | Your session was ended on purpose: this till was locked, your PIN was changed or removed, you were deactivated or taken off this location, or the device was removed in the back office. | Enter your PIN again. If it is refused, ask a manager to check your PIN, status and locations under Staff. |
| Your session has expired. | The session on this till ended. | Enter your PIN again. |
Also check that your staff profile is active. A deactivated staff member cannot sign in.
A manager PIN approving a discount or refund on someone else's till is a separate check, see manager-approval. Wrong approval PINs are counted too, towards the same lockout as wrong sign-in and time-clock PINs: 5 per requesting staff member within 15 minutes. Correct PINs are not counted.
Staff portal
The staff portal has no password. On the sign-in screen enter the Email or mobile number your manager invited, choose Send me a code, then type the code under Enter your code. Phone numbers need the country code (for example +31…).
If no code arrives, see otp. A manager can also send you an invitation link; opening the link only shows where the code goes, you still have to enter the code. See portal.
Knownbee app
Open the app and choose Sign in or create an account, enter your Email or phone, choose Send code, then type the 6-digit code. There is no password. If the code does not arrive, see otp.
Common questions
Can I use my back-office email as a staff portal login?
Only if your manager invited that exact email or number to the portal. The portal and the back office are separate sign-ins.
Never share it
Do not give your password, PIN or a code you received to anyone, including someone claiming to be from Verimly. Anyone with a code can sign in as you.
Still not working?
Contact support from Help centre › Support requests (see contact-support). If you cannot sign in at all, tell your manager first: they can fix a PIN or an invitation without waiting for us. When you write to support, include the screen you are on, the exact message, the time and, on a till, the device name.