# Login issues Occasionally, you may get an error when trying to register for a new account on Moonshot that says "An error occurred in the cloud." This may happen for a few reasons: 1. **Your email was flagged as temporary or spam** If our systems flag your email as a fake, temporary, spam, or alias email, you will not be able to use it on our platform. This is for security reasons and to prevent abuse. Using the "Hide my email" feature on iOS counts as a temporary email and is not allowed. 2. **You are in an unsupported region** If you open the app in a region Moonshot does not support on the App Store or Google Play, you will not be able to register or sign in. 3. **You need to enable biometrics** Make sure your device OS is updated to the most recent version and that you have biometrics, including Touch ID or Face ID, enabled in your device settings. Moonshot requires biometrics to sign you in securely: we never store or directly access your biometric data. 4. **You need to reinstall the app** If you are signing in to an existing account and stuck getting the error "Please enable Touch ID or Face ID" even though you have those enabled, please delete the app and reinstall to try again. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://support.moonshot.com/get-started/sign-up/login-issues.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.