Connection and sign-in problems
If you can’t get past the sign-in screen, or the app can’t reach the server, the cause is usually your connection. Here’s how to handle the most common cases.
“Unable to verify access. Please try again.”
Section titled ““Unable to verify access. Please try again.””This message appears on the start screen when the app couldn’t confirm your organization.
What to do:
- Check that your phone has a working internet connection.
- Pick your organization again using the options on the page: tap it in the Recent organizations list, or use Enter company name to look it up.
- If you have it, you can also scan your organization’s QR code again via Scan QR code.
- Still failing? Your organization’s name or QR code may have changed. Check with your administrator.
Sign-in fails or loops back
Section titled “Sign-in fails or loops back”If sign-in doesn’t complete, or you’re sent back to the start screen:
- Make sure you’re using the correct work account.
- Close the sign-in window and start again from the app.
- Check your connection — sign-in needs to reach the server.
- If you recently changed your password, sign in with the new one.
You opened the app with no connection
Section titled “You opened the app with no connection”If you launch the app while offline, it can’t sign you in or load new data. You’ll see the offline banner (You’re offline. Showing cached data.).
What to do: reconnect to Wi-Fi or mobile data, then reopen or refresh the app. Anything you’d already loaded stays available to read in the meantime — see Use the app offline.
General fixes to try
Section titled “General fixes to try”- Confirm you have a stable connection (switch between Wi-Fi and mobile data to test).
- Close the app fully and reopen it.
- If you installed the app to your home screen, try opening it in your browser instead (or vice versa).
- Signed out? You don’t need to scan the QR code again — your organization stays in the Recent organizations list on the welcome page. Just tap it and sign back in.
ℹ️ If problems continue after these steps, contact your administrator. There may be an account or organization setup issue only they can fix.