Problem

Contacts do not see the Safety Connection features when using the Everbridge Mobile app (EMA).

Root Cause

In most cases, this issue occurs because the Safety Connection features were enabled after the contact initially logged into the Everbridge Mobile app.

In some cases, a backend configuration related to mobile Single Sign-On (SSO) can also prevent the Safety Connection mobile app from loading correctly or from directing the user into the app experience (for example, redirecting to the member portal page instead of the app screen).

Solution

1. Uninstall and reinstall the Everbridge Mobile app (EMA) or Safety Connection app

   • Uninstall the app from your mobile device.

   • Reinstall it from the appropriate app store (for example, Apple App Store or Google Play Store).

   • Open the app and log in again with your credentials.

2. Confirm the login flow

   • After logging in, verify that you are directed to the app screen (where the Safety Connection icon and features appear) rather than to the member portal page in a browser view.

3. Verify Safety Connection features appear

   • Once logged in, confirm the Safety Connection icon and related features are visible in the app.

4. If the issue persists

   • Contact your internal support team or Everbridge Support.

   • Ask them to verify any backend configuration that can affect mobile SSO and access to Safety Connection features.