Error: 'Is not an e-mail'

This issue occurs when a user enters their email with a formatting mistake, often an accidental space after the domain (e.g., after ".com"). This results in a failed login or registration attempt, even though the email appears correct at a glance. 

What to do:

Based on similar cases, this doesn’t appear to be an error with your email itself. Instead, we often find that formatting issues such as an accidental space after “.com” - can prevent the system from recognizing the email correctly.

Here’s what we recommend:

1. Double-check that your email is entered without any extra spaces before or after
2. Try typing your email address manually instead of pasting it or using the autofill feature, as autofill can sometimes insert hidden spaces or outdated information that may not be visible at first glance.
3. Once corrected, try logging in or registering again

Error: 'Password Reset Link Expired'

Users may receive an “expired” message when clicking a password reset link if the link is older than the allotted validity period. This can also happen if they open an old email containing a previous link. To resolve, they should delete any outdated ButterflyMX reset‐password emails, request a new link, and click it promptly.

What to do:

The error indicates that the password reset link you clicked has expired. For security reasons, reset links are only valid for a short time. To make sure you open the most recent token, please follow these steps:

1. Delete old ButterflyMX emails from your inbox (and Spam/Junk).
   The issue often happens because an outdated link/token is being used instead of the latest one.
2. Visit our Forgot Password page and request a new link:
3. Check your inbox (and Spam/Junk) for the new password reset email.
4. Click the new reset link as soon as you receive it.
5. Follow the on-screen prompts to choose a new password.

If you still receive an “expired” message after requesting a new link, or if you do not receive the reset email within a few minutes, please reach out to Support and let us know. We’ll be happy to assist further.

Error: Authentication Failed

Users may encounter an “Authentication failed” error when trying to log in if their device’s clock is not set correctly. Ensuring that “Set time automatically” is enabled in the phone’s Date & Time settings will resolve the issue.

What to do:

The “Authentication failed” error typically happens when your device’s date and time are out of sync. To resolve:

1. Open your phone’s Settings.
2. Tap Date & Time.
3. Enable “Set time automatically” (or “Automatic date & time”) so your device stays in sync with the network.
4. Try logging in again.

Once your clock is set automatically, the authentication process should succeed without error and you should be able to log in successfully.