Account sign-in and device status checklist
Short answer: If sign-in fails, the session expires, or connection configuration does not load, check local network, system time, verification code, beta client version, and account state before signing in again.
Common symptoms
- You cannot enter the client after submitting account details, or the verification code is missing or expired.
- You can sign in, but the connect button is unavailable or configuration cannot be loaded.
- After changing devices, sign-in or subscription state needs to refresh.
- The Windows or Android beta client is outdated and no longer works with the current service configuration.
Troubleshooting steps
- Disconnect CityLink Global and confirm the device can open regular websites.
- Check system date, time, and time zone. Automatic settings are recommended.
- Confirm you are using the current beta version from the download page.
- Sign out and sign in again. If a verification code expires, request a new one instead of reusing the old code.
- If you changed devices or networks, wait briefly and refresh account state again.
- If the issue continues, record the last four digits of the account phone number or the account email, device system, client version, and error message.
Security reminder
When contacting support, do not send passwords, full verification codes, full payment screenshots, or other sensitive information. Support usually needs only account identifier details, device information, error message, and time of issue.