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Can't sign in to Kio Entity Manager

Kio Entity 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. Credentials are shared across all Kontakt.io apps — use the same email and password you use to sign in to Kio Cloud from a browser.

  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 have 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.
  4. If the password reset email does not arrive, contact your Kio User Management Administrator.

Wrong region selected

Kio Entity Manager connects to the Kio Cloud environment in the region you select. If the region is wrong, sign-in fails or returns to the sign-in screen after credentials are accepted.

  1. On the sign-in screen, confirm the correct Region (US or UK) is selected. The region is visible in the URL you use to sign in to Kio Cloud from a browser: app.cloud.us.kontakt.io for US, app.cloud.uk.kontakt.io for UK.
  2. If you do not know your region, contact your Kio User Management Administrator.
  3. Retry sign-in.

Wrong Tenant ID

If your organization uses a Tenant account, you must provide the Tenant ID during SSO sign-in. The wrong Tenant ID causes the SSO step to reject what you enter.

  1. On the sign-in screen, tap Sign In with SSO.
  2. Enter the Tenant ID exactly as your administrator gave it to you. Tenant IDs are case-sensitive.
  3. Tap Continue and proceed with the SSO flow.
  4. If the Tenant ID is still rejected, ask your administrator to confirm the value.

See Kio Entity Manager account and access requirements for how to tell whether your organization uses a Tenant or Non-Tenant account.

SSO browser error

The browser opens for SSO sign-in and shows an error before returning to the app. The issue is at the SSO Realm or provider level.

  1. Confirm the SSO Realm matches what your Kio User Management Administrator provided.
  2. Confirm your SSO username and password are correct in your organization's SSO provider.
  3. If the error mentions a configuration issue with your tenant, submit a support request to Kontakt.io with the exact error message shown.

"I don't have Tenant ID" did not work

The I don't have Tenant ID option on the Tenant ID screen is intended for accounts that are not configured with a Tenant ID. Most Kio Entity Manager users have a Tenant ID assigned by their administrator.

  1. Confirm with your Kio User Management Administrator whether your organization uses a Tenant ID.
  2. If yes, ask for the Tenant ID and run the SSO flow again with it.
  3. If no and the option still fails, submit a support request to Kontakt.io.

No internet connection

Kio Entity Manager must reach Kio Cloud to sign in. If there is no internet connection, sign-in spins and never completes.

  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 Entity Manager in your mobile device's Settings app.
  4. Once connectivity is confirmed, retry sign-in.

Sign-in succeeds but the app sends you back to the sign-in screen

If the app accepts your password and then bounces back to the sign-in screen, your user profile may not be active or may be missing the Entity Manager Mobile User role. This is the only Entity Manager role that grants access to the mobile app.

  1. Check your email for a Kontakt.io activation message and complete activation if you have not yet done so.
  2. If activation is complete, ask your Kio User Management Administrator to confirm:
    • Your user profile is active.
    • Your user profile is assigned to the Entity Manager Mobile User role.
  3. Sign out of Kio Entity Manager.
  4. Sign back in after the role has been assigned.

If you had signed in successfully before and were later returned to the sign-in screen, your sign-in is no longer valid. This usually happens after your Kio User Management Administrator changes your role, or after a long period of inactivity. Sign in again to continue.

If the issue persists

If Kio Entity Manager shows an error during sign-in, report it from inside the app. A two-finger swipe left from any screen opens the in-app bug reporter, which attaches app logs and device context to the report automatically.

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

  • Your sign-in method (email and password, or SSO)
  • Your email address. If SSO, also include your Tenant ID and SSO Realm.
  • The Region you are signing in to
  • The error message shown, if any
  • Your platform (iOS or Android), device model, and Kio Entity Manager version

Submit a support request