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.