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

Check that your device meets the 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.

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

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:

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 Settings

• Manage OAuth Access Policies for a Connected App — Verify that the user's Profile is allowed access.
• Enable API Access for Salesforce for Android and iOS — Confirm "API Enabled" is set for the user's Profile or Permission Set.
  • Note: The "API Enabled" setting may not be visible for Group Edition or Professional Edition customers without "Customizable Profiles" enabled. Standard Profiles in these editions allow Salesforce App access as an allowlisted connected app. See Learn about API Access Changes for Connected App.

• 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.