I can't sign into the Chat mobile app

Issue symptoms

I am using Zendesk Chat Phase 3 or 4, and have the Chat mobile app installed on my phone. When I enter my email and password, get the error message: Could not sign in - Your login credentials are incorrect. Please try again. 

Resolution steps

If you have a Chat Phase 3 or 4 account, then you will need to sign in by clicking Sign in with Zendesk.

To sign in to the chat mobile app

1. Download and install the app for your mobile device: iOS app (iTunes) or Android app (Google Play)
2. Open the app and click Sign in with Zendesk.
3. Enter the subdomain of your Phase 4 account.
4. Enter the account email and password combination.

For more information on determining your chat account version, see the article: Determining your Zendesk Chat account version. To sign in to the mobile Chat app in any other version, see the article: How do agents sign in to the mobile Chat app?