I can't sign in to the Zendesk Support mobile app (iOS or Android).
- Able to sign into agent interface (subdomain.zendesk.com/agent)
- Using Zendesk Support native authentication (username/password)
- The user role is agent or admin (not end-user).
To solve authentication issues in the Zendesk Support mobile app, follow the troubleshooting steps below:
- Ensure you enable the Mobile App within Admin Center by navigating to Security, then More settings.
- If you do not have a password for your Support account, create one by following the steps outlined in the article: How do I reset my password when I can't sign in?
- Check in Admin Center on the API dashboard to make sure Password access is enabled. This setting must be enabled for the mobile apps to allow login.
If you are an admin, use the button below to select your subdomain to navigate to your API settings page. Check if the Password access setting is enabled.
If you have SSO enabled on your account, the Password access option doesn't play a role in accessing the app.
- 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.
I'm still unable to log into the Support mobile app at all.
Here's what keeps happening:
1. Open Support app
2. Enter subdomain, I'm then asked to sign in via SSO which we have configured.
3. I click that button and it takes me to my company's application log in screen.
4. I log in with Google and then I'm logged into my company's app, but the Zendesk Support app is still on the SSO prompt.
I'm going to open up a ticket on your behalf so one of our Support experts can look into this login issue. You will receive an email followed by a response from a member of our Advocacy team.
The new Android App version no longer allows any sign ins. The error message we receive on all devices is "Access has been revoked". Password access and app access are both enabled in the Zendesk account settings.
I could not find a way to create a Zendesk support ticket despite searching for over half an hour. The chat bot is pretty useless. All that is less than ideal to say the least.
Please open a support ticket so we can get this sorted quickly.
I'm having EXACTLY the same problem as Jan-Philipp Lauer. Since the android app update (2.9.0) I keep getting "Access has been revoked" whenever I sign in.
Please tell us how to fix!
Hi Jan-Phillip and Kevin
Can you please check if mobile app access is enabled under security?
If the above setting is disabled for some reason then the mobile app gets logged out automatically and show you below screen saying "Access has been Revoked"
Hi, thanks. Yes, it is checked, I made sure of it.
When I sign it, it's thinking for a little while, I get an email saying a new device has logged in and then in the app it says "Access has been revoked".
It has only happened since the update I downloaded Thursday. It's app version 2.9.0 for Android
Thanks for getting back to us. App access is enabled in the security settings. Just as with Kevin, for us the login problem began when we updated the Android app to version 2.9.0.
This is strange, As I'm on the v2.9.0 with all the latest updates, and looks all fine with the app
Seems @... has already created a ticket for this.
For what it's worth, we're having the same issue as reported in the last day. As soon as I updated to v2.9.0 I get the "Access has been Revoked" message and App access is enabled in security settings. If it's related to the update, is it possible to roll it back until the issue is figured out?
I found this thread while trying to find out why my Android ZD app revoked my access and won't let me sign in. I can sign in on the desktop, and had been using the app on Android for a year or so, but now I can't get it to work.
Yes, allow admins & agents to use app is checked.
When trying to sign into the app, it says "not found" under my email address, which IS the primary email address (double checked) that I used before, and the same one I use to login on the desktop.
What is going on here?
Thanks for reaching out on the community post, I hope you are doing well! Are you able to share a screenshot of the issue that you are facing on your side? Furthermore, are you seeing this issue occur for other Agents on your Zendesk account when trying to login? Let me know how you go with this when you get a chance!
Russell Chee | Senior Customer Advocacy Specialist | Melbourne, Australia
I tried to take a screenshot, however I got the message "Taking screenshots isn't allowed by the app or your organization". I have tried uninstalling and reinstalling the app, still no luck
Btw, in our organization (I am the owner, 5 employees) I'm the only who works around the clock, so I'm the only one who uses the app on a mobile device. Everyone else only uses the PC interface when they get to work....
Russell, are you still there? Can we get a support ticket opened for this issue with Android?
Thanks for your response on the community post, it's much appreciated. Furthermore, sorry to hear that you're not able to attach screenshots as part of your post. Let's definitely take a closer look into this and see what could be going on. I'll be creating a support ticket so keep an eye out on your emails and we can go from there. I look forward to troubleshooting this further in depth with you, speak soon!
Russell Chee | Senior Customer Advocacy Specialist | Melbourne, Australia
@Avery did you get this resolved? I am having the same issue. I cannot log in using D365 SSO on the mobile app. The app redirects to the website and doesn't log onto the app.
Thanks for your response on the community post, it's much appreciated.
I'll be creating a support ticket, so keep an eye out on your emails, and we can go from there.
I look forward to troubleshooting this further in depth with you, speak soon!
Hello, I also had the "access has been revoked" message and also get the alert that a new device sign-in was detected. I'm on an iOS device, not Andoid, on app version 2.16.0. We use native Zendesk authentication. I'm our admin, and wanted to check out the mobile app functionality to potentially allow access for some agents. Thank you!
Hi there, our team has faced the same issue:
Androids: Access has been revoked
IoS: Permissions are needed to view ticket
The support ticket has been already created by one of our colleagues, but it seems still to be no updates on it (as I know), not sure about the tkt number.
When started checking it once again, we see that the App is working fine in the office, it looks like the app got blacklisted when logging outside the *the office network* a week ago.
A few months ago, the same issue appeared when e.g. trying to enable calls and now we are not able even to access it.
No system updates from our side were made on this case, could you pls check on your side on this matter (why the app took the same whitelist policy as web/desktop one)? Thanks
I have created a ticket for you to look into this further. Please wait for my update via email and let's continue from there.
Hi Dane, I'm grateful for your reply but it seems the mentioned previously ticket created by one of my colleagues has been recently moved on and, as I was informed, it was escalated further on reverting changes etc. So, not sure if it's a great idea to creat a separate ticket on the same issue, as smb seems working on it already. Posted a comment/question here as there was no update from your team for a long time, as well as to check if smb else is facing the same issue. Thanks.
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