I can't sign into the Zendesk Support mobile app

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.