• Bryan - Community Manager

  • 18. September 2020 15:21

  Zendesk Developer Support

  Hello Geoff. It looks like you also submitted a private ticket regarding this issue. One of our advocates replied back on Wednesday but have not heard back from you. Can you follow-up with that private ticket if you are still having issues?

• Marieliza

  • 19. März 2021 18:50

  I need some assistance with login on to the chat app, I can successfully log into the website using my US and PW but when i use the same credentials to log in to the app it says "Please enter a valid emaila nd password". I have tried changing my password hoping this will fix it but the problem persists. I can log into the chat desktop site just fne but cannot log into the app so I can chat with cstomers via mobile. Please help!

   

• Shayne Traqueña

  • 19. März 2021 23:13

  Zendesk Customer Advocate

  Hi Marieliza,

  To further assist you with this issue, we would like to ask:

  • Can you kindly provide me the steps on how you log in to the Chat app?
  • Are you the only one on your team who's having an issue logging in to mobile?
  • Can you kindly provide us what phone are you using and its version?

  For now, please try to re-install the Chat app on your phone then try to login again.

  Have a great day!

  Best regards,

   

• Marieliza

  • 20. März 2021 10:50

  I downloaded the app from the android PlayStore, once I downloaded I put in my US and PW into the fields and it won't allow me to log in. I am currently the only agent using this app as I am testing it out. I am using a pixel 5 with android 11. It says that my logging credentials are incorrect. Please try again. This is the same credentials I use for the desktop and I can log in without issue.

• Marieliza

  • 22. März 2021 02:56

  I also have the app installed on a pixel 2 XL also running on Android 11 and get the same message. Thanks for your help.

• Shayne Traqueña

  • 24. März 2021 02:33

  Zendesk Customer Advocate

  Hi Marieliza, upon opening Chat mobile app you will see an option to "Sign in with Zendesk support" at the bottom of the screen. Could you click on that, instead of typing your email and password? If that proves unsuccessful - could you try installing latest Chat app version. Let me know if the above suggestion will not work.

   

• Marieliza

  • 24. März 2021 02:47

  Hi Shayne, I have done that as well and it says to enter a valid email and password. I have also uninstalled and reinstalled the app 3 times and made sure there weren't any updates that needed to be done. Again, I use the same credentials on the desktop version and get in just fine. Is the mobile chat supported on the free version? I started to think maybe that was the case? I don't want to have to find another chat app for my website.. anyway, thanks for your continued help.

• Shayne Traqueña

  • 24. März 2021 02:56

  Zendesk Customer Advocate

  Hi Marieliza, thank you for your response! I was able to confirm that there is an ongoing issues with logging in to mobile app with Android. An update will be posted soon. For now, please wait for the fix of our devs regarding this. Thank you!

   

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