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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.

Note: Be sure you have the latest Kio Entity Manager app installed - check for app updates.

Incorrect email or password during I don't have a Tenant ID sign-in

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 user credentials 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. For non-SSO sign in, if you are unsure of your password tap Forgot password? on the sign-in screen to reset it by email.
  • If the password reset email does not arrive, contact your Kio User Management Administrator.

Wrong Region selected during sign-in

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 entered during sign-in

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

  1. Enter the Tenant ID exactly as your administrator gave it to you. Tenant IDs are case-sensitive.
  2. Tap Continue > sign in with your user credentials.
  3. If the Tenant ID is still rejected, ask your administrator to confirm the value.

SSO sign-in browser error

The browser opens for SSO sign-in and shows an error before returning to the app.

  1. Confirm the Tenant ID matches what your Kio User Management Administrator provided.
  2. Confirm you entered your SSO username and password.
  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 an account Tenant ID.

  1. Confirm with your Kio User Management Administrator whether your organization uses a Tenant ID.
  2. If yes, ask for the Tenant ID and retry the sign in by entering the Tentant ID.
  3. If sign in continues to fail, submit a support request.

No internet connection

Kio Entity Manager requires an Internet connection on your mobile device.

  1. Open 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 successful but the app sends you back to the sign-in screen

If the app accepts your user sign in credentials and then returns 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. 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.
  2. Sign out of Kio Entity Manager.
  3. 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 a Kio Entity Manager sign-in error continues, report it from inside the app. A two-finger swipe left from any screen opens the in-app bug reporter, which attaches the app logs and sends the details to Kontakt.io support.

You can also submit a support request.

It's helpful to include in your request:

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