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Troubleshooting: I Can't Log In To The Mobile App
Troubleshooting: I Can't Log In To The Mobile App
Shoshana Fleischmann avatar
Written by Shoshana Fleischmann
Updated over a week ago

If you are a user, system owner, or system admin who is having trouble logging in to your account on the mobile app, there are a few reasons why this could be happening. In this article, we'll address how to go about self-troubleshooting the issue.

The reasons you may not be able to log in are as follows:

If you are having issues logging in via the dashboard app, please check out this article.

I Got an Error Message

If you're seeing an error message that looks like one of the screenshots below, please check the following steps:

  • Check that the number you are typing in corresponds with the smartphone you are logging in with.

  • Check that the number is entered correctly and matches the number listed on your user profile. If you are an admin, you can check this in the Users tab. If you are a user, your manager can check this for you.

  • Check with your manager if you are an archived employee (this may occur in situations where you are not a regular employee)

💡 Tip: When typing in the phone number, don't type in the country code as it should appear automatically. Also, adding a 0 at the beginning of the number does not impact the ability to log in. (for example +1 0301-XXX-XXXX)

I Didn't Receive the Verification Code

In order to log in, you should receive a 4-digit verification code that's sent via text message to your mobile phone.

If you log in with your email address, you should receive a 6-digit verification code in an email.

By Text Message

  1. Make sure your mobile data is turned on, and you have good service.

  2. Check that your number is from a country that’s supported by Connecteam.

  3. Check that Connecteam is not blocked from sending messages to your phone

    1. On an iPhone device: Open Settings → Messages → Message Filtering Unknown & Spam → Check that Connecteam is not listed

    2. On an Android device: Open the Messages app → Tap on the three vertical lines → Spam & blocked → Check blocked numbers

  4. If you have an email address listed on your user profile, try waiting 1 minute to use the email login. If you are using a VoIP number, please use this option.

  5. If none of the above steps help, reach out to the Support team.

By Email

  1. Check your email's spam folder.

  2. Check if your company email has any blockers that would prevent our automated email from arriving (any spam or IT blocker)

  3. If none of the above steps help, reach out to the Support team.

I Received an Authentication Error

If this setting is turned on through the General Settings, users with mobile devices that don't have any authentication methods (like face recognition/fingerprint scan) will not be able to log in and will receive the following error message.

I Can't Log in on the Kiosk App

  1. Verify that the personal Kiosk code you are using is correct. Your direct manager can check this for you in your user profile under 'Kiosk code'

  2. If a selfie is required upon logging in - Check that you gave permission for the Kiosk app to access your camera.

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Need more guidance? 🙋 Our LIVE support team (at the bottom right corner of your screen) replies to ANY question.

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