Possible queries:
I am not able to log in to the mobile app
Resolution path:
- Validate the account URL for which they are trying to log in and if they are logging in as agent.
- If it is an agent, verify if the agent email for which this is being tried is present in the account as an agent. Navigate to the accounts page in DevOps > Click on Agents button > Verify if the email is present (look for any spelling errors). If the email is incorrect or not present, this can be informed to the user and they can have this checked with their Account Admin.
- Check if the agent's email address and password are correct. To confirm this, ensure that the agent is able to login successfully via web.
- If the issue is specific to the mobile login, ensure that the application is up to date to the latest version.
- Confirm if the all agents across the helpdesk are encountering the login issue. If yes, please get the following details and raise an L2.
- Version of the application
- OS version of the device
- Video recording depicting the issue
- If the issue is specific to a profile, please ask the user to clear app cache > uninstall and reinstall the application. Ask the user to check if there are able to login via different devices to confirm if the issue is device specific. If the issue is reproducible across a specific device you can get the app version, OS version and raise an L2 ticket to debug the issue.