Troubleshooting the mobile app
Fix common problems signing in, seeing workbenches, approving and getting notifications on your phone.
On a self-hosted organisation, your email's domain does not publish a discovery record. Tap Enter your organisation's AIOE address and type the address your administrator gave you. If you use Mojo Up AI Cloud, choose Mojo Up AI Cloud on the first screen instead: there is nothing to look up.
The app works in one organisation at a time, starting with your personal space. Tap the pill at the top of Workbenches and choose the team your workbench is signed in to.
The six-digit code works for ten minutes. Tap Send a new code, or Use a different email if you typed the wrong address.
You left the team or were removed from it, so the app moved you back to your personal space. Ask the team's owner to invite you again.
An invitation link opens the invitation in the app or in the browser; either works. This invitation has ended means it was withdrawn, already used, or is more than a week old: ask for a new one. Sign in with an account that uses the email address the invitation was sent to. If the phone is signed in to a self-hosted organisation, sign out of it first.
The app does not do these. Use the Mojo Up AI Cloud console on the web.
Your workbench is not signed in to this organisation, or not as you. On the workbench, sign in under Settings → Organisation; you can approve its code from the app with Enrol a workbench. On Mojo Up AI Cloud, the workbench joins the organisation active in the app. See Sign in and enrol.
Codes expire ten minutes after the workbench shows them, and work once. Start the sign-in again on the workbench for a new code.
The workbench is not connected to your organisation's relay, so approvals, agents and chat cannot reach it. On the workbench, check Settings → Organisation: the Remote control row should say connected, and the kill switch must be off (Settings → Security → Remote control). The Events tab still works.
Your organisation's policy decides which risk levels may be approved from a remote device; high-risk approvals are refused from a phone unless the policy allows them. The card shows why. Answer it at the workbench instead.
In the app's Settings, check the Push row:
- Not set up yet: tap Set up push.
- Not allowed: allow notifications for AIOE in your phone's settings, then come back.
- Not available here: push needs a real phone, not a simulator or a browser.
Only items that need you and are unread are pushed. Items for your information stay in the inbox.
That is the default: a notification carries only a general title such as "Needs your approval", and the app loads the details when you open it. An administrator can change this in the console's Phone Notifications settings. See Notifications.
A link that arrives while you are signed out opens sign-in, but is not opened again afterwards. Open the link again once you are signed in.
Chat on the phone shows what the agent is doing, with replies summarised. Read the full conversation in the workbench.
Still stuck? See Support.