I can't sign into the Chat mobile app

Issue symptoms

When I enter my email and password in the Chat mobile app, I get the following error message: Could not sign in - Your login credentials are incorrect. Please try again.

Resolution steps

Sign in to the Chat mobile app using your Zendesk account credentials. If your organization uses single sign-on (SSO), complete the sign-in process through your organization’s identity provider.

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 your Zendesk subdomain.

Enter your Zendesk account email and password, or complete your organization’s SSO sign-in process.

If you’re already using the Zendesk Agent Workspace, use the same Zendesk sign-in method for the Chat mobile app. Do not use separate Chat credentials.

For more information about signing in to Zendesk, see the article: I am having trouble logging in to Zendesk