Welcome to the support page for the FRANK app. On this page you will find the answers to the most common error messages. These are categorized in error messages when Logging in, Register and Change Password.
On the left side you can look up the same error message that you’ve got in the app. On the right side you will see the cause of this error or the solution of this error. If you are not able to solve the problem, you can always contact our customer service. We are glad to help you anytime.
|Combination Email address and password incorrect||An incorrect combination has been made between email address and password. Check whether you have entered the correct e-mail address (the e-mail address known to us) and whether you have entered the correct password.|
|Fill in Email address||Enter the email address before you press log in.|
|Email address is not recognized||The e-mail address you filled in is unfortunately not known to us. Check your employer’s email with the login details to see if you have used the correct email address.|
|Forgot password?||Here you can press when you have forgotten your password. You can then follow the steps to set a new password.|
|Login failed. Please try again. Or contact us at firstname.lastname@example.org||Unfortunately, login failed. This could have several causes. For example, problems with your internet connection or with the account itself. Check whether you have a working internet connection and try again. If it still does not work, you can contact: email@example.com|
|Enter your Email address and password. Or create a free account||If you do not enter anything, you will receive this error message|
|Fill in all empty fields||You have not filled in all open fields. Fill in all open fields to continue.|
|Invalid data||The information you entered is incorrect.|
|Passwords are not equal||The passwords that you have entered are not equal to each other. Re-enter both fields so that both passwords are equal to each other.|
|Email address is not in the correct format||The email address you entered is not valid. Check whether your email address is correct. For example Frank@EverybodyFrank.nl.|
|Your password should consist of at least 8 characters and have at least 1 uppercase character||The password you entered does not meet the requirements listed here. Enter a new password that meets all the requirements listed here.|
|A user with that Email address already exist, return to login||The e-mail address you entered is already known to us. Check whether you have already received login details via the mail you can use to log in.|
|A user with that email address already exist, return to login and enter your obtained password. Check your e-mail or click on forgot password||The e-mail address you entered is already known to us. Check whether you have already received login details via the mail you can use to log in.|
|An error occurred. Please try again. Or contact us at firstname.lastname@example.org||Unfortunately something goes wrong. Check whether you have a working internet connection and try again. If the problem continues to exist, you can contact: email@example.com|
|Fill in all empty fields||You have not filled in all required open fields. Fill in the rest of the open fields and try again.|
|Error||Unknown error. Check if you have a working internet connection and try again. If it still does not work then please contact our customer service.|
|The old password is incorrect||The old password you entered is unfortunately not the same as the password you have had in recent times.|
|Change of password failed||Change of password unsuccessfull. This can have several causes. Please try again.|
|Passwords do not match||The new passwords that you have entered are not equal to each other. Clear both fields and enter the passwords again. Make sure that the two fields are exactly the same.|
|Your password should consist of at least 8 characters and have at least 1 uppercase character||The password you entered does not meet the requirements that have been set. Make sure the password meets the requirements listed above and try again.|
|New password must be different from your current password||The new password is the same as the old password. If you want to change your password, you have to think of a new password that is different from your old password.|
Is your question, error message or problem not listed here? Then you can contact our helpdesk, we will be pleased to help you out! We can be reached within office hours on: +31 (0) 20 – 822 37 93 from Monday to Friday. You can also email our customer service at: firstname.lastname@example.org.