Unable to Log in to the Mobile App (but Can Log in to the Web App)
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Unable to Log in to the Mobile App (but Can Log in to the Web App)
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Article summary
If a user is unable to log in to the mobile app, but can log in to the web app, they should try clearing and re-entering their login credentials, ensuring their device's operating system is supported (iOS 12+ or Android 13+), deleting and reinstalling the app, updating software, logging out of the device and back in again, checking time zone settings are set to automatically update, verifying there is more than 20 storage available on their device and that VPNs are not being used.
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If the user is unable to log in to the mobile app, but they can log in to the web app, try the following troubleshooting steps.
- Have the user clear and re-enter their login credentials again, avoiding any spaces.
- Is the user's operating system supported? We support iOS 12 or newer and Android 13 or newer.
- Have the user delete and reinstall the app.
- Have the user check for pending software updates available on their device and update to the latest software.
- Have the user log into the mobile app, select More in the bottom navigation bar, then select Forget this device.
- Have the user completely close the app and then reopen it.
- Have the user check the time zone in their device settings and ensure it is set to automatically update. iPhone users can check follow these iPhone troubleshooting steps to correct the time zone.
- Have the user check the storage usage for their device, which must have more than 20% storage available.
- For Android users, in device settings, select the Digital Banking app, then select the option to Clear Cache and Storage for App.
- Verify the user is not using VPN and that the device is not managed by their work or a corporation.
- Have the user to go to How's My SSL? on their mobile device. Have the user take a screenshot of the page results and send those to support@narmi.com. When you email us, please provide us with the affected username, and the date and time that this issue occurred.
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