Technical Issue

Why won't the VeVe app load?

If you're having trouble starting VeVe, there could be a number of issues causing the problem. If the VeVe app is stuck on the loading screen, this usually means it's not able to connect to our servers to retrieve information and here are some of the possible reasons and some tips to help you resolve the problem. - The network is busy. If we're in the middle of a drop, it's possible the network is so busy that VeVe can't connect to our servers. You can find out if the system is under heavy load on our X or Discord channels - we'll post an announcement. If that's the case, you may have to wait a few minutes and try again later. - VeVe is offline. It's possible that the VeVe system is in the middle of an update, or maintenance, or there has been an outage. You can find out if this is the case on our X or Discord channels - we'll post an announcement. If this is the case, you may have to wait until we post that everything is running again. - You're not connected to the internet. It's possible your internet connection has been interrupted or is not working - check if any other internet-enabled apps on your phone (like a web browser) are working properly. If you're using WIFi, try turning it off and restarting VeVe, to see if you can connect using mobile data. - Your VPN is being blocked. If you're using a VPN, it might be on our blocked list. Try disabling your VPN, restarting your phone, and loading VeVe again. Note that Google-Fi comes with a VPN enabled by default, and you may need to disable this if you're using Google-Fi. - You have Private Relay enabled (iOS): If you're using iOS, try: Settings > Apple ID > iCloud > Disable the 'private relay' setting.  - Your IP address is being blocked. You might be connecting through an IP address that's being blocked. Try turning off your WiFi, or connecting to a different network, and then try loading Veve again. - The VeVe app is out-of-date. Make sure you check the App Store for an updated version of VeVe. - Try again later. It's possible that network conditions are preventing you from being able to connect - try waiting an hour or so and trying again.

Why don't I receive the security code email when logging in?

When you log in or use a VeVe feature that requires additional authentication you will be prompted to enter a 6-digit one-time security code (previously called OTP or 2FA - two-factor authentication) process is automatic and protects user accounts with an additional layer of security. It can't be turned off or disabled for specific users. This code is sent to the email address associated with your VeVe account. If you aren't receiving the email, there are several troubleshooting steps you need to take before contacting support. - Please wait 60 minutes before trying again: You may have been locked out for trying too many times in a short period. - Check that your account email address is correct: It's easy to get your VeVe email address wrong, especially if you have more than one account. Make sure you're trying to request a security code for the right email address (check your email address history for your VeVe signup confirmation emails to be sure you're using the right account). - Use the correct authentication method: It is important to note, that if you have an authenticator app in use instead of email verification, you'll need to use the security code from your authenticator app to successfully log in - you won't receive the code by email. - Check your junk mail/spam folders: Check the junk mail or spam folders in your email software for an email from no-reply@veve.me with the subject "Your Security Code". - Check your forwarding rules: If you have forwarding turned on, you may need to turn off the option to delete the original copy. For Gmail, for example, in the Forwarding and POP/IMAP tab, we recommend that you choose the option to Keep Gmail's copy in the Inbox - Whitelist the VeVe email addresses:  The following is a list of email domains VeVe uses for email notifications: - @veve.me - @vevemail.me - @ecomi.com Add the email domains vevemail.me and veve.me to your contacts and "whitelist" or "allowlist" the email address with your mail provider. For example: - Gmail: https://downtimemonkey.com/blog/how-to-whitelist-an-email-address-in-gmail.php - iCloud: https://www.whitelist.guide/icloud/ - Hotmail: https://www.ipserverone.info/knowledge-base/how-to-whitelist-or-blacklist-email-address-in-hotmail/ - Check with your ISP / IT administrator: Check that your ISP or your company IT software is not blocking or marking the 2FA emails as spam. If you have tried all of these steps to no avail, you can log a ticket with Customer Support. We'll confirm you have followed all of these steps before trying other options.

Why is my Promo Code not working?

We're sorry to hear you are experiencing an issue redeeming your promo code. Please note: - Promo codes must be redeemed via the web app (https://www.veve.me/en) on a computer or with an Android phone, not via an iOS mobile device.  - You may only redeem 3 codes per hour (including attempts) - Codes are case sensitive, please double-check your promo code when claiming before hitting submit. (i.e. try lowercase "L" and uppercase "i", "0" & "O", etc) - If your promo codes still do not work, please wait an hour and try again. If you are still experiencing an issue after waiting an hour, please contact Customer Support and provide them with a photo of your promo code/card (front and back) and they can further investigate.