📱 Quickpass Mobile App – Error: "Check that your account is registered..."

Overview

When setting up the Quickpass mobile app, some users may encounter the following error:

"Check that your account is registered with your IT Service Provider or IT Department."

This article explains what causes this error and how to fix it.

❗ Why This Error Happens

This error typically appears when the user’s mobile number is not registered in Quickpass.

The most common reason is that the end user skipped the first step in the Quickpass welcome email and went straight to downloading the app — without verifying or registering their mobile number.

📧 The Welcome Email (What Gets Missed)

The beginning of the welcome email looks like this:

It instructs the user to:

1. Verify their registered mobile number, or

2. Click the "Register Mobile Phone Number" link to add or correct their number.

⚠️ If this step is skipped, the user will not be able to use the mobile app and will see the error during setup.

✅ Resolution Steps

To resolve this issue:

• Admins should verify that the user’s email and mobile phone number are both filled out in the Quickpass dashboard.

• If either field is missing or incorrect:

  • Update the end user account in the dashboard with their mobile number or email address, whichever is missing.

  • Or, resend the welcome email so the user can complete registration properly.

👩‍💻 Admin Checklist

• Email address is populated

• Mobile number is entered correctly

• User has clicked the "Register Mobile Phone Number" link from the welcome email

🔁 How to Resend the Welcome Email

If the user never received or completed the original welcome email, you can resend it from the Quickpass dashboard. This allows them to go through the registration step again.