If you're experiencing issues logging into the mobile app, this guide covers the three most common login 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.
Refer to our Mobile Usage Tips 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.