Topic

Troubleshooting mobile application connectivity and login issues.

Description

If you are unable to log in to either the ManageBridge or Everbridge Mobile app on your mobile phone, you can attempt the following methods to restore connectivity:

• Clear your mobile phone's cache, browsing history and cookies, and then log back in to the app

• Hard close the app (also known as "killing" the app)

• Turn your device off and then back on

• Visit the Manager Portal website using your mobile phone's browser and log in to the site without utilizing any saved credentials. Attempt this method using Wi-Fi and 3G/4G/LTE

• Delete and reinstall the app, ensuring you have the latest version, and then log back in. Make sure your device has a stable internet connection and the necessary permissions for the app

• If you are using single sign-on (SSO), try deleting the app, clearing your browser cache, and then reinstalling the app. This may resolve inconsistent login behavior and allow you to successfully access the app's features.

• If you are able to sign into the Member Portal with your credentials but receive an error message in the mobile app stating that the user is not active, try logging out of the app on any old devices and clearing the cache and cookies. This can help refresh the connection between your Account and the mobile app. If this does not resolve the issue, you may need to contact your Administrator to verify your account status or potentially create a new Account to regain access to the mobile app.

• Username and password, are case-sensitive.

• If you receive a 'service unavailable' message, first ensure you are entering the correct credentials.

• If all other methods fail, you may need to reset your device's settings. However, avoid resetting all settings if possible, as this could lead to data loss.

If you remain unable to log in, open a support case with Everbridge Technical Support and provide the following details:

• the model of your mobile phone

• the operating system version of your mobile phone

• the browser type used on your mobile phone

• the app version