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Can't sign in to Kio Setup Manager

Kio Setup Manager shows an error when signing in, or the sign-in attempt does not complete.

Incorrect email or password

The most common cause of sign-in failure is a typo in the email address or password.

  1. Confirm the email address matches the one used for your Kio Cloud account exactly, including dots, dashes, and domain.
  2. Tap the eye icon in the password field to reveal what you've typed and verify it is correct.
  3. If you are unsure of your password, tap Forgot password on the sign-in screen to reset it by email.

Account not active or not yet set up

If your Kio Cloud account has not been activated or has been disabled, sign-in fails even with correct credentials.

  1. Check your email for an account activation message from Kontakt.io and complete the activation step if you have not already done so.
  2. If you believe your account is active but sign-in still fails, contact your Kio User Management Administrator to confirm the account status.

Wrong environment or region selected

Kio Setup Manager connects to the default Kio Cloud environment in the region you select. If your organization uses a Tenant account (identified by a custom URL containing a Tenant ID) and the app has not been configured for that environment, sign-in will fail or connect to the wrong account.

  1. On the sign-in screen, tap Select environment.
  2. Enter the custom Kio Cloud URL for your organization. Tenant account URLs follow the format https://[Tenant ID].app.cloud.us.kontakt.io or https://[Tenant ID].app.cloud.uk.kontakt.io.
  3. Tap Save.
  4. Confirm the correct region (US or UK) is selected.
  5. Retry sign-in.

If you do not know your environment URL or Tenant ID, contact your Kio User Management Administrator. Non-Tenant accounts do not require a custom environment URL — confirm your region is set correctly and retry.

No internet connection

Kio Setup Manager must reach Kio Cloud to sign in. If there is no internet connection, sign-in times out.

  1. Open another app or a browser on your mobile device to confirm you have an active internet connection.
  2. If you are on Wi-Fi, verify the network is connected to the internet.
  3. If you are using mobile data, confirm mobile data is enabled for Kio Setup Manager in your mobile device's Settings app.
  4. Once connectivity is confirmed, retry sign-in.

Sign-in succeeds but features are limited or unavailable

If you can sign in but cannot see installation workflows or device management options, your account may be missing the required role.

  1. Contact your Kio User Management Administrator and confirm the Device Management role is assigned to your account.
  2. Sign out of Kio Setup Manager.
  3. Sign back in after the role has been assigned.

If the issue persists

If Kio Setup Manager shows an error notification during sign-in, report it immediately using Instabug — built into the app. Shake your mobile device to open Instabug. It sends app logs and context to Kontakt.io support automatically.

If you cannot sign in after following these steps, contact Kontakt.io support. Include:

  • The email address you are using to sign in
  • The error message displayed by Kio Setup Manager
  • Your Kio Cloud organization name
  • Whether your organization uses a Tenant or Non-Tenant account and what region

Submit a support request