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Troubleshoot mobile app login issues

This article covers issues that can occur when logging in to the Personio mobile app:

Before you start

  • To troubleshoot mobile app login issues, you need an active Personio account.
  • Clearing cache and cookies through your device settings may remove saved website passwords. This might also log you out of browser-based services.

General troubleshooting steps

Before trying the specific solutions below, complete these general troubleshooting steps:

  1. Make sure you're using the most up-to-date mobile operating system version and the most up-to-date version of the Personio mobile app.
  2. Force-close the Personio app and reopen it.
  3. Restart your smartphone completely (power off and on).
  4. Test the app on both Wi-Fi and mobile networks to identify if the issue is network-specific.
  5. If you're using a VPN, temporarily disable it and test the app again.
  6. Update your phone's default browser to the latest version, as the app uses your browser to launch Personio.
  7. Check that JavaScript is on in your phone's browser settings. Most phones have this on by default.

You're having problems logging in to the mobile app for the first time

Issue:

You have problems logging in to the mobile app for the first time.

Possible solution:

If you have problems logging in to the mobile app for the first time, make sure you have activated your account. If not, check your email for an invitation email to activate it. Account activation isn't possible with the mobile app. You need to use the desktop version. If the issue happens when launching the browser, make sure to enable cookies.

You can't log in to the mobile app even though you could before

Issue:

You can't log in to the mobile app even though you could before.

Possible solution:

Clear your cache and cookies. You can usually do this in your phone's settings menu.

You keep logging out of the mobile app

Issue:

You keep logging out of the mobile app.

Possible solution:

Clear your cache and cookies. You can usually do this in your phone's settings menu.

You're stuck in a login loop

Issue:

The login page keeps reloading when you try to log in.

Possible solution:

Turn on cookies in your browser settings. Login loops can happen when cookies are off.

You don't know what your address is when logging in to the mobile app

Issue:

The mobile app asks for a login address, and you're not sure what to enter.

Possible solution:

Your login address is your company's Personio hostname, in this format: hostname.app.personio.com. If you already use Personio in a browser, your hostname is the same one you use for the web version login. You can find your hostname is the first part of the address in your address bar (the part before .app). Learn how to find your hostname.

Single sign-on (SSO) works on desktop but not in the mobile app

Issue:

SSO login fails in the mobile app but works on desktop. On the iOS or Android versions of the mobile app, you see an error message or nothing happens.

Possible solution:

When SSO works on desktop but not in the mobile app, the issue is usually device-related rather than a configuration problem. First, complete the general troubleshooting steps above.

If the issue continues after the general steps, try a clean reinstall:

  1. Uninstall the Personio app from the device.
  2. Restart the device.
  3. Reinstall the Personio app from the App Store or Google Play.
  4. Try logging in with SSO again.

If the issue continues after the reinstall, identify where the problem is:

  • Test on a different device: ask the employee to log in on another mobile device where the app works for other employees.
  • Test a different account on the same device: on the same device, try logging in with another employee account that works normally.

If the employee can log in on a different device, the problem is with the device. If a different account works on the same device, the problem is with the account.

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