Can’t connect or “wrong verification code”
Check the latest connection details and the service status first, then your local network and remote app. If you still can’t connect, click “Contact support” on the service page and include the device ID; never send the verification code.
Check these in order
Use the latest details from the service page
Open this Mac mini in My services and check the device ID and verification code (for another remote app, its ID / address and password). Use the copy buttons rather than typing them out: 0 and O, 1 and l are easy to mix up. If you got a “delivery details updated” notification, make sure you use the new details.
Make sure the service is Active
You can only connect while the service page says “Active”. If it has expired, the connection details are no longer shown and you need to order again; see How renewal and auto-renew work, and what happens at expiry. If it is paused, you can view the details and connect once it is resumed.
If the invite link doesn’t work, use the device ID
NetEase UU Remote invite links expire. If it says the link has expired, connect with the device ID and verification code under 「远程协助」 (Remote assistance) → 「开始协助」 (Start assistance) instead; see How to connect to your Mac mini with NetEase UU Remote.
Check your local network
Try another network (for example switch between broadband and a phone hotspot) or restart your router. Office and school networks sometimes block remote apps.
Restart and update your remote app
Quit NetEase UU Remote (or whichever app you use) completely and open it again. If your version is old, update it from the official site, then reconnect.
What the common messages mean
- Wrong verification code: usually a typo, or the code has been updated. Copy the latest verification code from the service page and try again.
- Device ID wrong or not found: check the device ID first. If it is correct and you still see this, the machine needs our attention, so contact support.
- Connected, but the screen is black or the mouse and keyboard don’t respond: disconnect and connect again. If it keeps happening, contact support and we will check the machine.
Still can’t connect
On this Mac mini’s service page, click “Contact support” (on the line “Can’t connect, code or password not working, or a problem with the machine?”). The ticket form opens with the category and this service already selected. You can also find the machine on the Help & support page and click “Submit a ticket”.
In the ticket, include:
- the machine’s device ID (on the service page);
- the message you saw and when it happened, ideally with a screenshot.
Don’t send the verification code
Only include the device ID. Don’t include the verification code or invite link, and cover them in screenshots. Support will never ask you for them.
If the connection details change after we fix it, you will get a “delivery details updated” notification. If you can’t sign in to your account, reach us through the support channels on the Contact us page.
Updated 2026-11-10 · 2 min read
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