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Every sign-in to Loop takes two things: your password, and then a 6-digit code that Loop sends you at that moment, called a one-time code. This guide walks you through the sign-in pages, shows where the code arrives, and says what to do when it does not come or is refused.

Before you start

• You know the email address of your Loop account and its password. If you forgot the password, follow the guide "Reset a Forgotten Password" first.
• You have at hand the phone with your WhatsApp and the mailbox of that email address. The code comes to one of the two, and the sign-in pages do not say which.

Where this guide says write to us: a ticket needs you to be signed in, so message us on WhatsApp at +964 770 805 8050. The guide "Reach Us on WhatsApp" shows how.

Step 1 — Open the sign-in page

1. Open loop.pearlfibers.com/login. A page inside Loop that you open while signed out brings you to the same place.
2. Look at the page that appears. It is headed Sign In, and the address at the top of your browser shows auth.pearlfibers.com, the PearlFibers sign-in site.

If Loop opens instead, perhaps after the words Checking your session..., this browser is already signed in and there is nothing more to do.

The sign-in pages are in English until you press the button العربية at the bottom of the page.

Step 2 — Type your email address and password

1. In Email, type the email address of your Loop account. A username or a phone number is not accepted here.
2. In Password, type your password.
3. Click Sign In. When the password is right, Loop sends you a code and a page headed Verify Your Identity opens. If a message appears instead, find it under "If something goes wrong".

Use this form only: the buttons Continue with Google and Continue with Microsoft below it do not sign you in.

Step 3 — Find the code

The code page says Enter the verification code sent to your device and does not say where the code went. Loop sends it to one place only, by a rule you cannot change:

• A phone number is saved on your Loop account: the code comes by WhatsApp to that number, in a message in English from the number +44 7418 318382. That is not our support number.
• No phone number is saved: the code comes by email to the address you sign in with. The sender is PearlFibers (noreply@pearlfibers.com), the subject is Your Login Verification Code, and the code follows the words Your verification code is:.

1. Leave the code page open, and open your mailbox or WhatsApp in another tab or app.
2. Look in both places, because no page shows you which one Loop used: the mailbox, with its spam or junk folder, and WhatsApp. The code never comes by SMS.
3. Read the 6 digits of the code. It works for 10 minutes from your click on Sign In.

The button Resend Code on the code page counts down 60 seconds and then sends nothing: pressing it only shows Please use the login endpoint which will trigger OTP if needed. Use "Get a new code" below.

Step 4 — Type the code

1. On the code page, type the 6 digits into the six boxes, one digit in each.
2. Use the digits 0 to 9. Digits in their Arabic form, which an Arabic keyboard can type, are not accepted: if the boxes stay empty while you type, switch the keyboard to English and type again.
3. After the sixth digit the page checks the code by itself. A code you paste is not checked by itself: click Verify.

What happens next

With the right code, the page takes you straight to Loop, signed in. You stay signed in on this browser for 30 days from this sign-in, unless you sign out; using Loop does not make it longer. Then Loop asks for your password and a new code again.

Every other browser or device signs in for itself, with a code of its own.

Good to know

• The code cannot be switched off, for any account.
• Keep the code to yourself. We never ask you for a sign-in code or for your password.
• A code you did not ask for. Loop sends a sign-in code only after the right password of the account has been typed. If one arrives when you are not signing in, somebody may know your password: set a new one with the guide "Reset a Forgotten Password".

Get a new code

There is one way to get a new code: sign in again. Do it when the code is in neither place, or when a message under "If something goes wrong" sends you here.

1. On the code page, click Back to Sign In. If you closed that page, open the sign-in page again as in Step 1.
2. Type your email address and password again and click Sign In.
3. Type the newest code. A code from an earlier try is now refused.

Do this once. If the second code does not arrive either, stop and write to us: more tries only run into the limits below.

If something goes wrong

On the sign-in page

• Invalid credentials — the email address or the password does not match; the page does not say which. Type both again with care. Forgot the password? Do not guess: use "Reset a Forgotten Password". Never had a password for this account? Write to us.
• Account is not active — the account has been deactivated. Write to us.
• CAPTCHA verification required after multiple failed attempts. — sign-in failed 3 times for your address within 15 minutes. A puzzle, Slide to the blue dot, appears above the Sign In button: drag its handle onto the blue dot until it shows Verified, then sign in.
• Too many failed login attempts for this email. Please try again in 15 minutes. — sign-in failed 5 times for your address within 15 minutes, and now the right password is refused too. Stop, and wait until 15 minutes have passed since your last try. The puzzle appears with this message too: leave it, because a try made after solving it is refused and counted as one more failure.
• Too many login attempts. Please try again later. — more than 5 sign-in attempts, right or wrong, came from your internet connection within 5 minutes. Wait 5 minutes, then sign in once.

On the code page

• Invalid OTP code — the code typed is wrong, or it is not the newest one ("OTP" means a one-time code). The boxes are emptied: read the message again and retype.
• Maximum verification attempts exceeded — three wrong codes were typed, and this code is now refused even when typed correctly. Get a new code.
• OTP has expired — the 10 minutes are over. Get a new code.
• Too many OTP verification attempts. Please try again later. — more than 5 codes were checked from your internet connection within 5 minutes. Wait 5 minutes.
• Failed to register device — the code was right, but this browser has already signed in to another Loop account. Sign in from a different browser, or from a private window.
• The code goes to a phone number or a mailbox you can no longer use. Loop has no second way to send it, and a password reset does not change where it goes. Write to us. Do not sign out on a browser where Loop is still open: signing in again there needs a code too.

When you write to us on WhatsApp, give the email address of your account and the exact words on the screen, never a password or a code. Once you are signed in, you can also click Help on the home screen, then Submit a Ticket.