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
    mobile_app.png
  • 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.

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