If sign-in fails, or the app signs you in but shows nothing you expected, the cause is usually a missing role or the wrong account details rather than a problem with the app.
Before you troubleshoot
Check these first:
- Your phone has Wi-Fi with internet access.
- You are using your work account, the same one you use for the Kontakt.io platform.
- The app is up to date in your app store.
"To use the app, you must have at least one role"
Cause: Your account holds neither of the two roles the app needs. Sign-in reaches the platform, succeeds, and then stops because there is nothing for you to open.
Resolution: Ask your Kio administrator to assign you a role in the Kio Nurse (Mobile) section of the Users app:
- Hand Hygiene User — to see your own compliance and rewards.
- Asset Tracking User — to find equipment.
You can hold either or both. Roles take effect at your next sign-in, so sign out and back in after they are assigned.
Note: Hand Hygiene and Asset Tracker web roles are not the same thing. Someone who only uses the mobile app usually holds no web role, so nothing is granted automatically and the mobile role has to be assigned directly.
The region or Tenant ID is wrong
Cause: The app cannot reach your organization's account. Both values have to match the account you belong to.
Resolution: Check them against the address you use to sign in to the platform in a web browser:
https://[Tenant ID].app.cloud.[us or uk].kontakt.io
The us or uk in that address is your region. If your organization signs in from an address with no Tenant ID in it, tap I don't have Tenant ID instead of entering one. Select Custom Region only when Kontakt.io tells you to.
Sign-in opens the browser and returns without signing you in
Cause: Sign-in opens in your phone's browser. If your organization uses single sign-on, the identity provider decides the outcome, and a session that has expired or been blocked returns you to the app unsigned.
Resolution: Sign in to the Kontakt.io platform in a browser on the same phone. If that fails too, the problem is with your account rather than the app — contact your Kio administrator.
"Hand Hygiene Account Error"
The title is followed by a technical message.
Cause: The app knows who you are as a platform user, but it can't match you to a complete staff profile. This happens when your user profile has no Unique Ext. ID, the Unique Ext. ID doesn't match a Staff ID, or the staff profile's Assigned Home Location has no department or campus. If you hold only the Hand Hygiene User role, the app signs you back out after showing the message. If you hold both roles, the message appears on the mode chooser. Hand Hygiene resolves this by matching your Unique Ext. ID to your Staff ID, and without the link there is no "you" to report on.
Resolution: Ask your Kio administrator to set a Unique Ext. ID on your user profile that matches your Staff ID in Hand Hygiene, and to check that your staff profile's Assigned Home Location has a department and campus. See Link staff profiles to user accounts.
This affects Hand Hygiene only. Finding equipment doesn't need a staff profile, so it works without the link.
There is no Hand Hygiene mode on your Android phone
Cause: This is not a fault. The Android app finds equipment only — it has no Hand Hygiene screens, whatever roles you hold.
Resolution: Use an iPhone to see your hand hygiene activity.
Still not resolved
Contact your Kio administrator with the email address you signed in with, the region and Tenant ID you entered, and the exact message the app showed. Those together are enough to tell whether the problem is the account, the roles, or the address.