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Troubleshooting

Web vs mobile: Most access issues affect both the app and app.clientone.dev. Fix sign-in or portal problems once and retry mobile. Offline queue issues are mobile-specific — see below.

Common problems and what to do. When in doubt, contact your IT service provider — they manage your portal, permissions, and account.

Portal Not Available​

Message: "Portal not available" — portal access is not enabled for your organization.

What it means: Your IT provider has not enabled the customer portal for your company, or it has been temporarily disabled.

What to do:

  1. Contact your IT provider — ask them to enable ClientOne portal access for your organization
  2. Confirm you are signing in with the correct email
  3. Try the web portal — if the same message appears, the issue is on the provider side, not your device

Client Portal Access Required​

Message: "Client Portal Access Required" — no active customer portal account is linked to this sign-in.

What it means: You signed in successfully to authentication, but no customer_users record links your email to a client portal account.

What to do:

  1. Tap Sign Out and confirm you used the email your provider invited
  2. Ask your IT provider to send a ClientOne invitation or link your account
  3. If you are MSP staff trying to use the customer app, use the correct customer credentials — staff accounts do not access the customer portal app

SSO-Only / Password Sign-In Disabled​

Symptom: Password field never appears, or sign-in fails after entering a password.

What it means: Your organization requires Single Sign-On (for example Microsoft Entra). Password login is disabled.

What to do:

  1. Enter your work email and tap Continue
  2. Complete sign-in on your company's SSO page
  3. If SSO redirect fails, contact your IT provider — SSO configuration may need updating
  4. See Getting Started — SSO and Logging In (web)

MFA Problems​

Symptom: Stuck at MFA prompt, invalid code, or mandatory enrollment screen.

What to do:

ProblemSolution
Invalid authenticator codeCheck device time is automatic; wait for next code
Lost authenticatorUse a recovery code at sign-in
No recovery codesContact your IT provider
Mandatory enrollmentComplete TOTP setup — required when your provider enforces MFA
Passkey MFA failsTry authenticator or recovery code; re-register passkey in Profile

See Profile & Security.

Offline / Pending Updates​

Symptom: Ticket or comment shows as pending; changes did not reach your provider.

What it means: You created or updated something while offline. Items sit in the offline sync queue until the app can sync.

What to do:

  1. Connect to Wi‑Fi or cellular data
  2. Open the app and wait a few seconds for automatic sync
  3. Go to More → Account & profile → Offline Sync Queue
  4. Check Pending updates count
  5. Tap Flush queue now if items remain stuck

Missing Tabs or Menu Items​

Symptom: No Devices, Tickets, M365, billing, or other expected sections.

What it means: Your IT provider controls visibility through portal settings and your permissions.

What to do:

  1. Pull to refresh on Home or More
  2. Sign out and sign in again
  3. Compare with the web portal — if missing there too, ask your provider to enable the feature
  4. Managers see some items (client notes) that standard users do not — see Manager Features

Push Notifications Not Arriving​

What to do:

  1. Open iOS Settings → ClientOne → Notifications — ensure alerts are allowed
  2. Confirm notification preferences under Account & profile
  3. Ask your IT provider whether they send push for the events you expect

See Activity & Notifications.

App Crashes or Will Not Open​

  1. Force-quit and reopen ClientOne Mobile
  2. Update to the latest version from the App Store
  3. Restart your iPhone or iPad
  4. If problems persist, contact your IT provider with your iOS version and what you were doing when it failed

Quick Reference​

ProblemSolution
Invalid email or passwordReset password or use SSO
Portal not availableProvider must enable portal
Access requiredProvider must link customer account
SSO redirect failsProvider checks SSO config
Pending offline updatesReconnect; flush queue in Profile
Missing featuresProvider checks portal settings

Your IT provider is your first point of contact for account, access, and service issues.