> For the complete documentation index, see [llms.txt](https://help.getmobly.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.getmobly.com/help-center/account-and-team/having-login-issues.md). # Having login issues? Trouble signing in to Mobly? This guide walks you through the common causes and how to fix them. ## First — which sign-in method are you using? Mobly supports multiple sign-in methods. Your org chooses which are enabled, so your steps depend on what's configured: * **Email + password** — the default. You enter your email and a password you set when you completed setup. * **Magic link / PIN email** — you enter your email, get a 6-digit PIN sent to your inbox, and enter the PIN to sign in. No password needed. * **Google Sign-In** — you click "Sign in with Google" and authenticate through Google. * **SSO / SAML** — you sign in through your company's identity provider (Okta, Azure AD, etc.). If you're not sure which method your org uses, ask your Mobly admin or your IT team. Sticking with the same method consistently makes login smoother. > **Why your sign-in screen looks different from a teammate's:** Mobly looks up which sign-in methods are enabled for the email you entered, then shows you only those buttons. If you enter your email and only see "Sign in with SSO," that's because your org has SSO configured and other methods turned off. A teammate at a different org seeing different buttons isn't a bug — they're a different setup. ## Step 1 — try a normal sign-in 1. Open your browser and go to [hub.getmobly.com/login](https://hub.getmobly.com/login). 2. Enter the email associated with your account. 3. Use the method your org has set up (see above). 4. On success, you should land on the Mobly dashboard (not back on the login screen). > **Tip:** If you're on a work or public computer, or recently cleared cookies, try an incognito/private window to rule out browser-related issues. ## Step 2 — reset your password If you're using email + password and the password isn't working: 1. On the login page, click **Forgot your password?**. 2. Enter your email and submit. 3. Check your inbox — and your spam folder — for an email from `support@getmobly.com` containing a 6-digit PIN. 4. Click the link in the email or paste the PIN into the password-reset page. 5. Enter the PIN, then set a new password. 6. Sign in with the new password. If the reset email doesn't arrive within a few minutes: * Wait a little longer — delivery can be delayed. * Check spam / promotions / "other" folders. * Confirm with your admin that the email on file is correct. * Ask your admin to **Resend Welcome Email** from the Hub Users table — this triggers a fresh PIN email. ## Step 3 — other troubleshooting If the basic flow still isn't working: * **Try a different device or network** — switch from Wi-Fi to mobile data, or use your phone instead of your laptop. Rules out network-level blocks. * **Clear your browser's cache and cookies**, then try again. * **Disable browser extensions** — ad-blockers and privacy plugins occasionally interfere with sign-in. * **Update your browser.** Mobly requires a current browser with HTTPS support. * **For SSO users:** confirm you can sign in to other tools using the same identity provider. If your company's SSO is down, Mobly sign-in is too. ## Common situations **"I clicked the link in the PIN email but it took me back to the login screen."** The link may have expired (links are time-limited). Request a fresh password-reset email and try again. **"My admin says I'm in Mobly but I never got a welcome email."** Your admin can resend the welcome email from the Users table in the Hub — click into your user record and use **Resend Welcome Email**. **"I'm trying to sign in with SSO but I'm getting access denied."** Check that your work email's domain matches the one configured in Mobly's SSO setup. If you recently changed your email domain, ask your admin to update your record. **"I signed in fine yesterday but today I can't."** Try the steps above in order. If the issue is account-side (suspended, role changed) rather than auth-side (password, network), the steps above won't fix it — see Contact Support below. ## Contact support If none of the above works, reach out to . Please include: * The email address you're trying to sign in with * Which sign-in method you're using (email+password, Google, SSO, etc.) * A screenshot of any error message or what you saw * Whether you've tried a different device or network The Mobly team can check the server-side state for your account and respond quickly. ## Tips for smoother sign-in * Use the same sign-in method consistently. Don't switch between email+password and SSO — your account is on one or the other. * Store credentials in a secure password manager. * Bookmark `hub.getmobly.com/login` so you're always on the right URL. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://help.getmobly.com/help-center/account-and-team/having-login-issues.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.