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

Download and install the app for your mobile device: iOS app (iTunes) or Android app (Google Play)

Open the app and click Sign in with Zendesk.

Enter the subdomain of your Phase 4 account.

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?