If you're experiencing issues logging into the mobile app, this article covers the most common sign-in errors and how to resolve them.
Error: Your company ID is incorrect
Cause: This error indicates that the company ID entered does not match your registered account details.
How to resolve:
Verify your company ID with your system administrators.
Ensure there are no extra spaces or typographical errors.
Error: User does not exist
Cause: This message indicates the username you're entering isn't recognised or has not been set up in the system.
How to resolve:
Double-check your username for accuracy.
Confirm with your system administrator that your user account has been created and activated.
Ensure there are no spaces before or after your username.
Error: Password is incorrect
Cause: Your entered password does not match the system's records.
How to resolve:
Ensure you're typing the password exactly as set, noting that passwords are case-sensitive.
Use the 'Forgot Password' option available on the login screen to reset your password if needed.
Check your inbox (including spam/junk folders) for password reset instructions.
The password reset instructions will be sent to the email on your Commusoft user.
Error: Incomplete setup
Cause: Part of your company's account setup still needs to be finished on Commusoft's side, so the app can't sign you in yet.
How to resolve:
Contact Commusoft support and let them know you're seeing Incomplete setup when you sign in.
Once support confirms the setup is complete, try signing in again.
Refer to our Keeping the mobile app working well article for advice on preventing common mobile issues and maintaining optimal app performance.
If issues persist after following these steps, contact your system administrator, who may be able to confirm your company (client) ID, username, and email address against your user profile. They may also be able to reset your password for you, provided they have the appropriate system permissions.
Common questions
How do I log out of the mobile app?
How do I log out of the mobile app?
There is no log out option in the mobile app. You sign in once and stay signed in, which is what allows the app to sync in the background and work offline. If you are being asked to sign in again and again, contact your office so they can check your user account.
To sign in again, for example as a different user, you need to delete the app and reinstall it. Check with your office or our support team before you do this. Anything that hasn't synced to the office yet is lost when the app is deleted.
Can I sign in to the mobile app on two devices?
Can I sign in to the mobile app on two devices?
We recommend using the mobile app on one device only. Signing in on a second device can cause syncing problems, because both devices hold and update the same records and can disagree about which version is current.
Which phones and tablets can I use the mobile app on?
Which phones and tablets can I use the mobile app on?
You can use the mobile app on phones and tablets that meet our minimum requirements. Read the Commusoft system requirements article for the supported devices and operating system versions.