Troubleshooting Mobile Login Issues

Technical hurdles shouldn't stand between you and your workday. If you are having trouble logging into the Platform for Care mobile app, most issues can be resolved by checking a few specific settings or following the standard reset procedures.

1. Verify Your Organization URL

The most frequent cause of login failure is an incorrect or misspelled Organisation URL. Unlike generic apps, Platform for Care requires you to point the app toward your specific employer’s database.

The Format: It usually looks like yourcompany.platformforcare.com.
What to Check: Ensure there are no spaces, and you haven't included https:// at the start, as the app usually adds this automatically.
Where to Find It: Refer to your initial "Welcome" or "Activation" email.

2. Password and Credential Errors

If the app returns an "Invalid Credentials" or "Authentication Failed" message, follow these steps:

Check for Typos: Ensure your email address is correct and that "Auto-correct" hasn't added a space at the end.
Reset Your Password: * Tap the Forgot Password? link on the login screen.
- Enter your registered work email.
- Check your inbox (and Spam folder) for a reset link.
- Note: Reset links expire after a set time for security.
Account Lockout: If you enter the wrong password too many times, your account may be temporarily locked. Wait 15 minutes before trying again or contact your administrator.

3. Multi-Factor Authentication (MFA) Issues

If your organisation requires an extra layer of security, you may be prompted for an MFA code.

SMS/Email Codes: If the code isn't arriving, ensure your mobile number and email are correct in the system (you may need an admin to verify this).
Authenticator Apps: If using an app like Google Authenticator, ensure the time on your phone is set to Automatic. If your phone's clock is even one minute off, the codes will be rejected.

4. Connection and App Errors

Sometimes the issue isn't your credentials, but the environment your phone is in.

The "Spinning Wheel": This usually indicates a poor internet connection. Toggle your Wi-Fi off to try mobile data, or vice versa.
Update Required: Using an outdated version of the app can cause login "loops." Visit the App Store (iOS) or Google Play Store (Android) to ensure you are on the latest version.
Clear Cache (Android Only): Go to Settings > Apps > Platform for Care > Storage and tap Clear Cache. This removes temporary files that may be causing a glitch.

Common Error Messages & Solutions

Error Message	Likely Cause	Solution
"User Not Found"	Wrong email or URL.	Double-check the Org URL and your email spelling.
"Access Denied"	Permissions revoked.	Your account may be set to 'Inactive.' Contact HR.
"Network Error"	No internet connection.	Check your signal or Airplane Mode settings.
"Clock Out of Sync"	Security certificate error.	Set your phone's Date & Time to Automatic.

When to Contact Support

If you have reset your password and verified your URL but still cannot log in, your Internal System Administrator is the best point of contact. They can check if your profile is "Active" and ensure your "Access Level" is configured correctly for mobile use.