Troubleshooting

This page covers the problems people run into most on Wyndy, with the exact message the app shows and what to do about it. Find your problem by its heading, or search for the words on your screen.

If nothing here fixes it, go to Me, then Help, pick a topic and tell the care team what's going on. You can also email support@wyndy.com or use the contact page.

Signing in

The sign-in code didn't arrive or doesn't work

Wyndy signs you in with a code sent by text to your phone number. The app may show one of these.

Message	What to do
Code expired: "Your code is no longer valid. Tap Resend Code to get a new one."	Tap Resend Code and use the newest code.
Invalid code: "The code you entered is incorrect. Please check it and try again."	Check the digits, or tap Resend Code.
Too many attempts: "Too many attempts. Please wait a few minutes and try again."	Wait a few minutes before trying again.
Invalid phone number: "Please double-check your phone number and try again."	Go back and fix the number.
Connection problem: "Please check your internet connection and try again."	Switch between Wi-Fi and mobile data, then try again.

If the text never arrives, check the number you typed and that your phone has signal, then tap Resend Code. See Accounts and signing in.

"It looks like you already have an account. Please sign in."

The email you typed during sign-up already belongs to a Wyndy account. Tap Sign In and enter that account's email and password. If you've forgotten the password, tap Forgot password. You'll see "Reset password instructions have been sent to your email."

If you try to sign in with an email that isn't on any account, you'll see No Account Found. Tap Create New Profile to start fresh, or Contact Support.

"Account Suspended" or "Account disabled"

The Account Suspended screen says "If you believe this is a mistake or have questions, please contact our support team for assistance." Tap Contact Support. "Account disabled" at sign-in means the same: "This account has been disabled. Please contact support if you think this is a mistake."

Messaging

Parents: I can't message a sitter

What you see depends on why.

What you see	Why	Fix
"Become a member to message sitters" (or "Renew membership to message sitters") and "Ask questions, align on details, and book with confidence."	Messaging a sitter you haven't booked is a membership feature.	Tap Start free trial (or Renew membership), or book the sitter first. You can always message a sitter you've booked.
"Verify your ID to continue"	You haven't done the one-time ID check.	Tap Verify Now. See ID verification for parents.
"This conversation has closed" and "Become a member to keep messaging {Name}."	Without a membership, a chat closes 24 hours after the scheduled end of your latest job with that sitter.	Become a member, or book the sitter again. Either one reopens the chat.

Sitters: I can't message a family

A sitter can start a chat with a family only once they have a booking with them. Before that, the family's profile menu only offers Report and Block. If the family messages you first, you can reply. With no chats, your Inbox reads "No messages yet" with Browse jobs. See Messaging.

Posting and booking

"That start time has passed"

You picked a start time that's already gone. The app says "Pick a later time today, or another day." Choose a new time on the When do you need care? step.

"Rate minimum is {amount}" or "Rate maximum is {amount}"

Your custom rate is outside the allowed range, $16 to $150 an hour. Type a rate inside it, or tap Smart Rate. See Rates and Smart Rate.

Nobody has applied to my job

The job's status line tells you how the search is going: "We're finding sitters near you" at first, then "Still looking for your sitter", and "You still need a sitter" in the last few hours. Here's what helps.

• Check Viewed this job on the applicant list and message a sitter who opened it.
• Cancel and post again with a different time or a higher rate. "Cancelling to repost this job is free since there's no one booked yet."
• If you shared the job only with chosen sitters, post it again with All sitters. Who a job goes to can't be changed after it's posted.
• Ask the team for a hand from Me, then Help.

An applicant disappeared, or "Sitter is no longer available"

The sitter removed their application, so they leave your applicants. If you open the notification about their application, the app says "This sitter is no longer interested in this job." Pick another applicant, or wait for more to apply.

"This sitter is no longer available." when I tap Book

The sitter was booked on another job at the same time, or can't take jobs right now. Choose another applicant. If the message is "The start time of your job has passed. Please post a new job.", the job's time is already gone, so post it again with a new time.

ID verification didn't go through

The screen reads Verification didn't go through. Under it, you'll see the reason if there is one, followed by "Please try again to continue." Otherwise it says "Please try again to continue. You'll need to verify your identity to use Wyndy."

1. Read the reason, if there is one.

   For example, an expired ID. Fix that first, such as using a different, current ID.

2. Tap Try again.

   The check starts again from the beginning.

3. Still stuck? Tap Get help.

   "Have a question? Get help" opens the Wyndy contact page.

While the check is processing, the app says "STAY ON THIS SCREEN" and "This can take a couple minutes". When it passes, you get the push "Identity Verified".

Paying

My payment didn't go through

The wrap-up shows one of three messages. In every case, "you have not been charged".

Message	Fix
"That payment didn't go through. Check your card and try again; you have not been charged."	Your card was declined or has a problem, such as being expired. Tap Change next to Payment, add or pick another card, and pay again.
"We couldn't reach Wyndy. Check your connection and try again; you have not been charged."	Your phone lost its connection. Reconnect and tap pay again. Don't change cards.
"We couldn't complete the payment. Please try again; you have not been charged."	Try again. If it keeps failing, contact the team from Me, then Help, and choose Payments.

On the Jobs tab the job shows Payment failed with Try again while you're still on it. If you don't pay, your card on file is charged automatically 24 hours after your sitter submitted their hours. See Payment and payout methods.

Parents: the hours are wrong

You can fix the hours on the wrap-up before you pay.

1. Open the job and tap Review & pay.

   Or tap the "Time to pay" notification.

2. Tap Edit next to Hours worked.

   The Edit job time sheet opens with the start and end times.

3. Change the times and tap Update.

   The total updates. Then finish paying.

If the end time is before the start, the app says "Set an end time after the start time to continue". If the times cover more than a day, it says "That is longer than a day. Check the start and end times". Fix it before the 24 hours are up, because the automatic charge uses the hours your sitter submitted. It's a good idea to message your sitter about the change too.

Sitters: I submitted the wrong hours

Message the family right away and tell them the right times. They can edit the hours on their wrap-up before they pay. If they've already paid, contact the team from Me, then Help, and choose Payments. See Working a job.

I was charged a cancellation fee

A booked job cancelled less than 24 hours before the start costs $20, members included. If you think it's a mistake, open the job and tap Questions about this charge? or Report a cancellation issue. See Cancelling a job.

Sitters: applying and finding jobs

I can't apply to a job

The commitment screen shows why, under Confirm and apply.

Message	Why	Fix
"You can't apply to this job because you're already booked during this time."	You have a booking that overlaps this job.	Pick jobs at other times. You can't hold two bookings at once.
"You can't apply to jobs until {date} due to recent late cancellations."	Your second late cancellation in 90 days paused applying for a week.	Wait until the date shown. See Cancelling and reliability.
"This job is no longer available. Go to the job board to find a new job."	The family booked someone, or the job closed.	Pick another job from your feed.
"Your account is not active. Please contact support."	Your sitter account isn't active.	Contact the team from Me, then Help.
Account Temporarily Suspended: "You can apply to jobs again in 7 days."	Multiple recent late cancellations.	Wait 7 days.

For other errors you'll see "Something went wrong. Please try again." Check your connection and tap Confirm and apply again.

I can't find any jobs

An empty feed reads "Available jobs will appear here :)", or "All caught up!" with "Keep checking in, families are always posting new jobs." Try these.

• Widen your distance under Me, then Locations & availability. The choices are 1, 5, 10, 25 and 50 miles.
• Check the location your jobs are measured from, at the top of the Jobs tab. If you use Current Location, allow location access. "Permission Denied" means it's off in your phone's settings.
• Your availability only controls job alerts: "Pick times for job alerts. You'll still see all jobs." It doesn't hide jobs from your feed.
• A job you tapped Decline on is hidden. Tap Undo straight away if you didn't mean it.
• Pull down on the feed to refresh it.

Where's my application?

After you submit, the app says "On average, it can take 2 to 3 business days for your application to be reviewed." and "Regularly check your email for updates from our team." If the team needs anything else, such as your driver's license, proof of enrollment or a new profile picture, they'll email you. When you're approved, you get the push "You're approved!".

If you see Application Rejected, the screen lists the requirement you didn't meet and says "Your credit card has not been charged." If you now meet the requirements, tap Contact Wyndy. See Applying to Wyndy.

Sitters: getting paid

My transfer hasn't arrived

• Transfers typically take a few business days to reach your bank after you tap Transfer to Bank.
• Each transfer costs $1.50.
• If you got "You have funds waiting!", you haven't finished setting up payouts. Your first transfer opens the payout setup, which asks for your identity and tax details.
• Money only reaches your balance once the family pays. Check the booking: Waiting for Payment means they haven't yet. They're charged automatically 24 hours after you submit hours.

Still missing after a few business days? Write to the team from Me, then Help, and choose Payments. See Getting paid.

Notifications and the app

Notifications aren't arriving

1. Go to Me, then Account, then Notifications.

   The row says On or Off.

2. If it's off, tap Allow notifications.

   If you turned them down before, the app opens your phone's settings for Wyndy instead. Switch notifications on there.

3. Check your phone's Focus or Do Not Disturb settings.

   These can silence alerts even when Wyndy's notifications are on.

Sitters with notifications off see "Turn on alerts to never miss a job" on the Jobs tab, with Enable. See Notifications.

"You're Offline", "Can't reach Wyndy" or "Update Wyndy to continue"

Message	Fix
"You're Offline" and "Please check your connection and try again"	Reconnect to Wi-Fi or mobile data. The screen clears on its own.
"Can't reach Wyndy"	Tap Retry. If it keeps happening, close and reopen the app.
"Update Wyndy to continue" and "We've made a few updates since your last visit"	Tap Update the app and install the latest version from the App Store or Google Play.
"Downloading updates..."	The app is fetching a small update. Wait a moment.
"Restart to update"	A small update has downloaded. Tap it to restart the app and use it.
"Oops!" and "Page not found"	A link opened a screen that doesn't exist in your version of the app. Go back, or close and reopen the app.

"Calendar access is off"

You tapped Add to calendar on a job without giving Wyndy calendar access. "Wyndy can still add this job to your calendar. Turning calendar access on lets us keep it up to date if the job changes." Tap Add without it, or Open Settings to turn access on.

The photo editor says "No face detected"

The photo editor checks the picture on your phone and gives a tip: "No face detected", "More than one face detected" or "No smile detected". The tips are advice only. They never stop you from tapping Use photo. If it finds several faces, it asks "Which one is you?" so you can center on yourself. A clear, well-lit photo of just you, smiling, works best.

Account

I can't delete my account

Deleting runs through a few checks first.

• "Your membership is still active": "To avoid future charges, cancel your active membership before deleting your account." Tap Manage membership, cancel, then come back.
• Parents with jobs see "Your active jobs will be canceled". If one starts within 24 hours: "You have a booking starting within 24 hours. Canceling now will include a $20 fee."
• After you confirm: "Your account is pending deletion. Log back in within 30 days to restore it."

See Deleting your account.

I can't find my sitter or parent profile

One phone number can have both. Go to Me, then Account, then Switch to Sitter Profile or Switch to Parent Profile. See Switching between parent and sitter.

Good to know

• "You have not been charged" in a payment error is literal. A failed payment never leaves a charge behind.
• Cancelling a job with nobody booked is always free, so reposting with a new time or rate costs nothing.
• A booking can't overlap another booking for the same sitter. That's why some sitters can't apply or be booked.
• In Help, pick the topic that fits and, when it's offered, the job under "About:", so the team knows which job you mean.

Questions

How do I reach a person?

Go to Me, then Help: "We're here for you. Send us a message and our care team will follow up shortly." Or email support@wyndy.com.

The app looks different from these docs

Update to the latest version from the App Store or Google Play. These docs describe the current version.

My sitter didn't show up. What do I do?

Open the job, tap the actions menu, then {Name} never arrived. It opens a Help message about that job. During the job, the job screen also shows Need a hand?: "If {Name} has not arrived yet, or something else is not right, we can step in." Tap Get help under it.

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