Fix a phone or browser that can't reach your computer

Steps

1. Check your computer

   Make sure it’s awake and connected to the internet, and that Enjoy is open and signed in. A computer that’s asleep or shut down shows as offline: your computer’s name followed by is offline.

2. Select Try again

   In the web app, select Try again. In the iPhone app, select Retry beside the message. The app also reconnects by itself once the computer is back.

3. Reconnect with a new code if asked

   If the web app shows Connect with a new code, or the iPhone app says to connect it again, this device’s saved connection no longer works, for example because it was disconnected or remote access was reset. On your computer, show a new code and enter it on this device. See Connect your phone.

4. Check the internet on both ends

   If Enjoy won’t load on your usual network, try mobile data. See Fix connection problems.

5. Send logs from your iPhone if it still fails

   In the iPhone app, open Settings and select Export connection logs, then Share report. Email the report to help@enjoy.dev.

Good to know

• While agents are running, the computer app keeps your computer from going to sleep. The coffee cup next to a working conversation shows when it’s doing this. See Keep your computer awake.
• A connection code lasts five minutes and works once. If it expires, select Show a new code on your computer.
• Your phone or browser only needs to be connected once. After that it reconnects on its own whenever the computer is reachable.
• If the computer is paused, for example because a payment for it didn’t go through or your plan now covers fewer computers, the screen says is paused instead of offline. See Fix a failed payment and Choose which computers stay active.
• The connection logs from the iPhone include connection events and app details. Conversations and credentials are left out.

If something goes wrong

That code has expired. Show a new one on your computer.

Codes last five minutes. On your computer, show a new code and enter that one.

That code isn’t right. Check it on your computer and try again.

A character was mistyped. Compare it with the code on your computer.

Too many tries. Wait a minute, then try again.

Too many wrong codes were entered. Wait a minute. If the message says your computer is showing a new code, use that one.

That computer has too many devices. Disconnect one there, then try again.

The message may name your computer. A computer can have up to 64 approved devices. On the computer, disconnect a phone or browser you no longer use. See Rename or disconnect your devices.

Unlimited is required to connect.

Phones and browsers are part of the Unlimited plan on the computer’s account. See The Unlimited plan and free trial.

The connection dropped. Show a new code on your computer and try again.

The code was used but the connection didn’t finish, so that code is spent. Show a new one.

Couldn’t load desktop content

The web app shows this with You may need to update Enjoy on your desktop, then reload this page. Update Enjoy on your computer, then reload the page. If it’s already up to date, contact support. See Update Enjoy.

Update Enjoy on your computer to connect this iPhone.

The copy of Enjoy on your computer is too old for this iPhone app. Update Enjoy on your computer to use this version of the app. means the same. Update Enjoy on the computer, then try again. See Update Enjoy.

No one answered in time

Nobody approved this device on the computer. Select Try again and start with a new code. On the computer, choose It matches · Approve when the same digits appear on both screens.