What is causing the technician to be unable to sign in to the ServiceTitan Mobile app?

Problem

A technician can't sign in to the ServiceTitan Mobile app.

Note: The Inventory Mobile app, ServiceTitan Mobile app, and Field Mobile App are three separate ServiceTitan applications. Each app may have different requirements. Administrator and other office accounts cannot sign into these mobile apps. Only technician accounts can sign into them. This article specifically addresses sign in issues regarding the ServiceTitan Mobile app.

Solution

As the office administrator, work with the technician to troubleshoot their sign-in issue:

1. Check the technician's network connectivity:        

   1. Verify if the technician has a stable internet connection. If not, move to an area with better service.

   2. If WiFi isn't working, try using cellular data instead.

   3. Check if a firewall or VPN is interfering with connection.

2. Check the technician's account status:        

   1. Go to Settings > People > Technicians and click the Filter icon in the Active column.

   2. Select both Active and Inactive then click Filter.

   3. Check the Status column to see if the account is Pending. This means an invitation was sent but the technician has not yet created an account. Ask the technician to check their email or text messages for the invitation. If needed, resend the invitation.

   4. Check the Active column, to see if a checkmark is missing. This means the profile is deactivated. Click Edit > Profile Actions > Activate technician to reactivate the technician.                

      Note: Permissions for reactivated technicians may need to be reselected.

3. Ensure the technician has the required permission:        

   1. In Settings > People > Technicians > Edit, click the Permissions tab and make sure the Classic Mobile Experience permission is enabled.

   2. If it's already selected, deselect it, save, then select it again.

   3. Ask the technician to try signing in again.

4. Make sure mobile access is enabled:        

   1. In Settings > People > Technicians > Edit, click the Profile tab.

   2. Make sure the Enable Mobile Access toggle is turned on. This is required to access any mobile app.

5. Confirm the technician's username:        

   1. On the technician's Profile tab, confirm their username listed in the ServiceTitan Mobile Access section.

   2. Make sure the technician is using the correct upper or lower casing when entering their username.

   3. Make sure the technician is using the username to sign in and not their email address.

6. Reset the technician's password:        

   1. On the technician's Profile tab, click Profile Actions at the top.

   2. In the dropdown that opens, click Send password rest to technician.

   3. Ask the technician to follow the steps that were emailed to them.

   4. If the technician is still having issues, have them go to the sign-in screen in, tap Forgot password?, and follow the steps to reset their password themselves.

7. Check for Multi-Factor Authentication (MFA) issues:        

   1. If MFA is enabled, check for error logs and messages.

   2. If an error message appears, take a screenshot and review the message. It might give clues on what went wrong. For details, see Troubleshoot MFA errors.                

      Note: Temporary passwords expire after 60 minutes.

8. Confirm the technician's mobile device compatibility:        

   1. Make sure the technician's mobile device meets the minimum iOS or Android requirements for ServiceTitan. For details, see System requirements.

   2. If the device needs to be updated, restart it before reinstalling the ServiceTitan Mobile app.

9. Reinstall the ServiceTitan Mobile app:        

   1. Uninstall the ServiceTitan Mobile app from the technician's device.

   2. Restart the device.

   3. Search for the ServiceTitan Mobile app in the device app store and install it again.

   4. Try signing in again.

As a best practice for avoiding sign in issues, ask technicians to keep their devices and apps up-to-date and accept updates when prompted. Technicians should also update their password when prompted. After one year, technicians are prompted to reset their password for security reasons.

Following these steps should resolve the sign-in issue for the technician. If the problem persists, contact Technical Support and include the following details to help provide further insights into the issue:

• Device information

• Error messages

• The steps you attempted

• Screenshots and screen recordings