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Troubleshooting · Phone

I cannot link my phone (linking errors)

2 min read
SaaS · Self-hosted · Android

Symptom and fix

The app shows «This phone could not be linked.» followed by a reason:

Reason shown	Cause	What to do
«The link request expired. Start again in the browser.»	Too long between reading the QR code and confirming	Start again in the browser
QR code not valid for this app	You read another QR code, or one from another app	Read the code shown in the console, under «My phones»
«The camera could not be used to read the code.»	The app has no camera permission	Allow the camera in the phone settings
«The server does not accept phones right now. Try again later.»	Service maintenance or approvals turned off	Try later; see also Approvals turned off
«The server did not accept this phone's security check (key attestation).»	The phone cannot prove its keys are in secure hardware (rooted, modified or uncertified system)	Use a certified phone with an unmodified system
«The biometric or PIN confirmation was cancelled.»	You closed the biometric prompt	Repeat and confirm
«The server could not be reached. Check the network connection and try again.»	No network, or the network blocks the service	Switch network (for example mobile data)
«The server's code does not match this phone's keys. The link was cancelled.»	The server's answer does not match this phone	Start again; if it repeats, escalate

And in the browser?

«That code does not match the one shown on the phone.»: type the six digits the phone shows.
«Too many wrong codes. The phone was not added; start again.»: three wrong codes cancel linking.

When to escalate

The message that the server's code does not match the keys may indicate an intercepted connection. Stop and tell your security team.

Error codes in this article

Article referencets-phone-enrolment-errorsquote it to support to identify this article. Checked against the product at commit 5f6607a8.