Mobile App Login Troubleshooting

Overview

This tutorial reviews common reasons why users have trouble logging in to the mobile app.

If you have not already, please review the mobile app setup tutorial first.

Estimated Time to Complete – 10 minutes

Instructions

Before beginning, make sure you have:

• Watched the mobile app setup tutorial

• Mobile app is already downloaded on device

  • Apple iPhone

  • Android Phone

Step-by-Step Guidance

Check to make sure you have all requirements for login

1. Username Created and Access Granted: A system administrator must have created you a username and granted your profile access to the system. Your profile must also be marked as Active and not expired.

2. Valid Authorization Code: Each device must have a valid authorization code. If you deleted and reinstalled the app or got a new device, you will need a new authorization code. Please contact your system administrator. You can check if you have entered an authorization code on the device by navigating to Authorization Code and scrolling down.

3. Latest Version of the App: Check your app store to see if there is an update pending. If there is, please update and try again. Updating the mobile app will not require a new authorization code

If all of these requirements are met but you are still unable to login, please continue with the steps below

Message: Authentication Failed - Please enter a correct password. Note that password is case sensitive.

Reason(s):

• Password typed in is incorrect. Please note, it is case sensitive.

Suggested steps:

1. Review your username and password and ensure it is entered correctly (case sensitive)

2. If after 2 more attempts, you still receive the same message, please contact your system administrator to ensure your user profile is active and possibly reset your password.

Message: Authentication Failed - User not found!

Reason(s):

• Username typed in is incorrect. Please note, it is case sensitive.

• User does not exist or is inactive/no access granted/expired

Suggested steps:

1. Review your username and ensure it is entered correctly (case sensitive)

2. If after 2 more attemps, you still receive the same message, please contact your system administrator to ensure your user profile is active and possibly reset your password.

Message: Authentication Failed - Authorization Code 'XXXXXX' is expired on "DATE" Please contact your system administrator.

Reason(s):

• Authorization Code has expired

Suggested steps:

1. Contact your system administrator to edit the expiration date of the authorization code or delete the expired one create a new one.

2. If they delete the expired one, please ensure you delete the expired code from your Auth Code list before entering the new one.

Message: Authentication Failed - Authorization Code invalid!

Reason(s):

• Authorization Code entered does not exist

• There is no Authorization Code present in the Authorization Code list on your device's mobile app

Suggested steps:

1. Navigate to the Authorization Code section of the mobile app

2. If there is no code in the list, contact your system administrator to create a new one and then enter it on your app

3. If there is a code present, delete the authorization code from your Auth Code list on the app

4. Contact your system administrator to create a new one and then enter it on your app

If you have met all the login requirements and reviewed the messages above and still are unable to login, please perform the steps below.

1. Close the app completely (swipe up) and reopen. If still unable to login and message provided (if any) does not match those above, please continue.

2. If another user is able to login to the mobile app on their device, try to login with your user credentials.

   1. If you are successful on their device but still unable to login on yours, continue with the steps below

   2. If you are unsuccessul on their device, please review the message provided, and follow the steps above.

3. Ensure your device is running on the latest software version. If the operating system of the device is very far behind this can cause issues running the app. Please check for updates and perform any provided. Try to login again. If unable to login, pleasd continue

4. Delete the mobile app from the device and ask system admin for a new authorization code. Redownload the mobile app, enter the new authorization code and login. If after this you are unable to login on the device, please contact Wise Option Support for assistance.

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Resources

Mobile App Setup

Adding a New User

Connection Requirements

Hardware Requirements