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Troubleshoot Login Problems in Salesforce Mobile App (Password, SSO, Locked Account)

Publiceringsdatum: Apr 9, 2026
Beskrivning
If you can't log in to the Salesforce Mobile App for Android and iOS, review these common problems and their solutions.
Lösning
Follow these steps in sequence. Begin with the first solution and proceed to the next only if the issue persists.
 
 

Check that your device meets the Requirements for the Salesforce Mobile App

Verify your device is compatible before troubleshooting further. See Requirements for the Salesforce Mobile App.
 

Verify your Username and Password

  • At your desktop or laptop, try the same username and password that you used in the mobile app.
  • Carefully check spelling, special characters, and capitalization.

Note on Passkey Authentication:
Passkey authentication is currently supported exclusively for browser-based Salesforce logins and is not supported within the Salesforce Mobile App. Users who have configured a passkey as their primary authentication method will be unable to log in to the mobile app using that passkey. To successfully authenticate on mobile, users must register an alternative, mobile-supported Multi-Factor Authentication (MFA) method, such as the Salesforce Authenticator app or a standard TOTP app.

 

Verify your Device's Internet Access

  • Check your cellular signal strength and Wi-Fi connection.
  • If the signal is weak, toggle Wi-Fi off and back on.
  • If both signal and Wi-Fi are weak or unstable, try logging in from a stronger connection.

 

Review your Salesforce Login Instance

The Salesforce Mobile App must point to the correct login server. To verify:
  1. On the mobile app's login screen, tap the icon in the upper-right corner to view the list of Servers. See Switch Login Server in Salesforce Mobile Apps.
  2. On your desktop or laptop, note the login URL you normally use.
  3. Match the URL to the correct server:
 

Desktop Login URL

Server to Select in Mobile App

Production
Sandbox
Add a Custom Connection using that URL
 
Note: The custom URL must end with my.salesforce.com. Using lightning.force.com is not supported and may cause errors such as "Grant Type not supported."

Experience Site (Community) Note:

Include the login URL for your Experience Site to connect as a Partner user. See Differences between Salesforce App and the Full Site for Communities.

 

Have your Salesforce System Administrator Check Setup

If the steps above do not resolve the issue, ask your Salesforce administrator to check the following:

 

  • Check for Restricted Login Hours on the User's Profile

    If Login Hours restrictions are set on the Profile, the user cannot log in to the Salesforce Mobile App outside the allowed hours. This restriction applies even if the user already has an active session.

    • Example:

      If login hours are set to 9:00 AM–6:00 PM (Monday–Friday):
      • The user cannot log in to the Salesforce Mobile App outside those hours.
      • If the user is already logged in, any access attempt after 6:00 PM will result in the error: "Please check your username and password. If you still can't log in, contact your Salesforce administrator.

 

 

Note for MDM/SSO Users: If your organization uses Mobile Device Management (MDM) or Conditional Access, test enabling "Use the native browser for user authentication (for iOS/Android)" in your org's My Domain settings. This allows the authentication flow to bypass the app's web view and successfully verify device certificates.

Knowledge-artikelnummer

000386369

 
Laddar
Salesforce Help | Article