If you cannot get in

Your phone number is your account. You sign in with it and a six-digit code, so there is no password to have forgotten and nothing to reset. One verified number is one account, and that is what makes the number worth trusting as your name.

Your account has no phone number on it yet

Accounts made before Jelly moved to phone numbers may have been made with an email address alone. You can still get in, once, with the address on that account:

• Go to Log in and type your number. When Jelly says no account uses it, choose Add it to the account I already have (in the app: Joined before with your email? Add this number to that account).
• Type the email on your account. If that account has no phone number on it yet, a six-digit code goes to that address. The screen says the same thing whether or not one was sent, so it tells nobody which addresses have accounts.
• Type the code. Your number goes on the account and you are signed in. Everywhere else that was signed in to the account is signed out, and the email on the account is told. From then on you sign in with the number like everyone else: the email code is a one-time way over.

It only ever adds a number to an account that has none. It cannot replace a number an account already has. That is what the door below is for.

The code has not arrived

Give it a moment: a text can lag behind the screen that asked for it. Check the number on the screen is the one holding the phone, and that the message has not landed in a filtered or blocked-sender folder. If it still is not there, use the door below rather than trying again and again; repeated attempts from one number are rate limited, and a person can see things you cannot.

It says that number already has an account

At the sign-in door that is not an error: a number Jelly already knows signs you straight in, because the number is the identity. There is nothing to recover and no second account to make. If you came in through Sign up, the screen tells you once ("This number already has a Jelly account, so we signed you in.") before you land in it.

You will only see it refused when you are adding a number to an account that is not the one already holding it. One verified number, one account. If the number is yours and Jelly does not agree, that is exactly what the door below is for.

The door that needs no sign-in

Everything else on Jelly needs an account. This one does not. Tell us what happened without signing in, and a person reads it.

• On the web it is at onjelly.com/login/help, reached from the sign-in screen, from the code screen, and from the message about a number that is already taken.
• Say which of these it is: that number already has an account · the code never arrived · you cannot get in at all · something else.
• Give an email address we can answer on. It does not have to be the one on the account.

You get one email back with a reference. Keep it: it is the thing to quote if you write again. There is no other confirmation and you do not need one.

What that form cannot do

It opens a conversation. It does not move anything on its own:

• It cannot move a number from one account to another.
• It cannot lift a suspension, and nothing you type on it changes what your account is allowed to do.
• It cannot verify who you are. The ID check runs in the app, once: when you sign up, or before you first book or your first piece goes live. See Your account.
• The answer you get back is the same whatever is behind the number, because a form that told you whether an account exists would tell anybody who typed your number the same thing. See Privacy and safety.

If you can sign in but things are refused

That is not a locked account, it is a restricted one, and it has its own causes:

• Money owing. While a balance stands you cannot book, make an offer or list. You can always sign in, message, return what you are holding, and pay. See Payments, cards and charges.
• A piece seven days late. The account is frozen for anything new until it is settled. See Late returns.

Both say what is owed and what clears it. Neither is answered by signing in again.