Clients experience sign-in issues on the B2CORE mobile app

Troubleshooting sign-in issues on the B2CORE mobile app

Problem

Clients may encounter various sign-in issues when using the mobile app on iOS or Android, such as:

• The Sign In button not responding

• Sessions closing immediately after sign-in

• Valid credentials not being accepted

• Biometric options (Face ID or fingerprint) not working

Possible reasons

• Background processes interfering with the app

• Expired or corrupted session data

• Outdated app version or corrupted installation

• Device OS not updated

• Cache-related issues (for Android only)

Solution

To resolve most sign-in issues:

1

Force close and reopen the app

Sometimes background processes cause unexpected issues. Fully close the app from recent apps, and then reopen it.

2

Sign out of the app and sign in again

If the session expires quickly, manually sign out of the app (if possible), and then sign in again.

3

Reinstall the app

• Uninstall the app.

• Download and reinstall it from App Store (iOS) or via the APK file (Android).

4

Update the app

• Check for the latest version in the App Store (iOS) or via the APK file (Android).

• Install updates to ensure compatibility and bug fixes.

5

Check for OS updates

• On iOS, go to Settings > General > Software update.

• On Android, go to Settings > About phone > System update (or Software updates, depending on your device).

• Install any available updates, as outdated OS versions can cause incompatibility.

6

Clear app cache (for Android only)

Go to Settings > Apps > {App name} > Storage > Clear cache.