I cannot log in: a step-by-step checklist

If you cannot sign in to MobilityManager, work through the checklist below before contacting support. Most sign-in problems come down to the wrong company (Mandant/tenant), a mistyped password, or an account that has been locked or deactivated.

Before you start

MobilityManager signs you in against a specific company (tenant). The login page first asks you to choose your company, then either shows an email and password form (local login) or a single sign-on button such as Login with Microsoft. Confirm you are using the right company and the right method for your account.

Checklist

1. Select the correct company from the company list. Only active companies appear here, so if yours is missing, see the related article on tenants not showing.
2. Enter your email address exactly. Sign-in matches on your email, so trailing spaces or an old address will fail.
3. Retype your password carefully. Passwords are case sensitive and must be at least 8 characters. The system returns a deliberately generic Invalid email or password message whether the email is unknown, the password is wrong, or the account is inactive, so the message alone will not tell you which one it is.
4. Check for a lockout message. After 5 failed attempts your account is locked for 15 minutes and you will see Account is locked. Try again in N minute(s). Wait for the timer to expire or ask an administrator to reset your password, which also clears the lockout.
5. Use the correct login method. If your company uses single sign-on, click the SSO button instead of typing a password. If you were provisioned through SSO, you do not have a local password at all.
6. Confirm your account is still active. A deactivated account returns the same Invalid email or password message. An administrator can reactivate it.

Tip: If you recently changed companies or roles, sign out completely and sign in again. Your session token carries your company and role context and is valid for 8 hours; a fresh login rebuilds it.

If you are still locked out

If none of the above works, ask your administrator (a user with the SystemAdmin or a suitable custom role) to:

• Confirm your account is active and assigned to the company you are trying to reach.
• Reset your password, which clears any lockout and failed-attempt counter.
• Verify that your company (tenant) has not been deactivated.

Note: If you see Tenant has been deactivated. Please contact your administrator., the company itself is inactive and no one can sign in to it until it is reactivated.

Related

• My account is locked: what to do and how an admin unlocks it
• I forgot my password or the reset link does not work
• Single sign-on (SSO) login fails: common causes
• A company (tenant) is not showing at login