Issue symptoms
I can't sign in to the Zendesk Support mobile app, iOS or Android.
Conditions
- Able to sign into agent interface:
subdomain.zendesk.com/agent. - Using Zendesk Support native authentication.
- The user role is agent or admin, and not an end user.
Resolution steps
To solve authentication issues in the Zendesk Support mobile app, follow the troubleshooting steps below:
- Enable Mobile App from Admin Center > Account > Security > More settings.
- If you don't have a password for your Support account, create one by following the steps in the article: How do I reset my password when I can't sign in?
- Use the non-host-mapped subdomain for your Support account, yoursubdomain.zendesk.com.
- Check the email address used to sign in. The email address must be the primary email address on the agent profile.
For more information, see the article: About the Zendesk Support mobile app.