Troubleshooting

Find quick solutions to common issues and a reference guide for platform error codes.

Common Issues & Solutions

My Product is linked to another account

Every Wave physical product (NFC smart cards, digital badges, tags, or QR accessories) can only be linked to a single user profile at a time for privacy and security.

If you see a notice that your product is already linked to another account:

1. If you own the previous account:

   • Log in to your previous Wave account at app.wavecnct.com/login (opens in a new tab).
   • Navigate to Settings > Products & Devices.
   • Locate the card or product from the list and select Unlink Product.
   • Log out, log into your new/current account, and scan or enter the product activation code to claim it.

2. If the product was previously used by a colleague or previous employee:

   • Ask your organization's Wave administrator to reassign the product to your user profile from the Organization Admin Dashboard under Users > Products.

3. If you cannot access the previous account:

   • Contact Wave Support via our Contact Page (opens in a new tab) or email support with your product's serial number or QR URL. Our team will verify ownership and release the product for you.

The email or phone is already linked to another account

Wave accounts require a unique email address and phone number for each user profile.

If you encounter an "Email or phone already in use" message:

1. Existing Individual Account:

   • If you previously registered an individual or trial account using your work email, log into that account at app.wavecnct.com/login (opens in a new tab).
   • Go to Settings > Account Details to update the email address to a personal email, or delete the old account if it is no longer needed.
   • You can then accept your company's organization invite with your work email.

2. Forgotten Password:

   • If you cannot remember having an account, use the Forgot Password link on the login page to send a reset link to your email address.

3. Organization Transfers:

   • If your email was registered under a previous employer's Wave organization, an administrator from that organization must remove your profile before your email can join a new organization.

NFC Card Tapping Issues

If tapping your Wave NFC card on a smartphone does not trigger the profile:

• Apple iPhones:
  • The NFC reader is located at the very top edge on the back of the iPhone.
  • Ensure the screen is awake (iPhones do not read NFC tags when the screen is completely black/locked on older iOS versions).
  • Compatible with iPhone 7 and newer (iPhone XS, XR, 11, 12, 13, 14, 15, and newer read automatically in background).
• Android Devices:
  • The NFC reader is typically located in the center/middle of the back panel.
  • Verify that NFC is toggled ON in Settings > Connected Devices > Connection Preferences > NFC.
• Cases & Interference:
  • Thick metallic cases, wallet phone cases with RFID-blocking liners, or magnetic car mounts can block the NFC signal. Test tapping without the case.

CRM Integration & Contact Sync Issues

If contacts exchanged through Wave are not syncing to your CRM (Salesforce, HubSpot, Zoho, Dynamics 365):

1. Verify Connection Status:
   • Navigate to Settings > Integrations and verify that your CRM displays the active Disconnect button. If not, click Connect to re-authenticate.
2. Admin Account Permissions:
   • Ensure the user who authenticated the CRM integration has administrative privileges (e.g., Salesforce System Administrator, HubSpot Super Admin) to create and update Lead/Contact objects.
3. Auto-Sync Toggle:
   • Make sure the Automatically sync contacts into the CRM setting is enabled in the integration settings modal.
4. Salesforce Custom Field:
   • Ensure the WaveConnectId__c field exists on the Lead object under Setup > Object Manager > Lead > Fields & Relationships.

Error Codes Reference

Below is a complete reference of error codes, their causes, and recommended resolutions:

Still Need Help?

If you are still encountering issues or have questions not covered in this guide:

• Contact Support: Reach our team directly through our Contact Page (opens in a new tab).
• Security Inquiries: Check our Security & Compliance documentation.