Summary

End Users may have a number of challenges with onboarding the Mobile app.

These troubleshooting steps will help you diagnose what the cause of the challenge may be.

Troubleshooting.

Some of the probable error messages that could be seen by users when they attempt to get registered on the app.

1. Contact IT Helpdesk to enable this feature.
   1. This is caused by the Self Serve Option toggle switch not turned on for an End User Account on the Quickpass Dashboard.

To resolve this challenge review this KB Article
https://support.getquickpass.com/hc/en-us/articles/6778890158871-Enable-Disable-Self-Serve-and-Notifications 

2. Check that your account is registered with your IT Service Provider or IT Department.
   1. This is seen either because the End User has failed to complete the first part of the Welcome email to register their phone number OR on the QP dashboard, the end user’s email address/phone number has not been added.
      

The End User will need to either Complete Step 1 on the Welcome Email or have the MSP Register the Mobile Number Manually. 

If the Welcome Email cannot be located, a new one can be sent by the MSP.

3. The agent seems to be offline. An End user trying to register the app will see this error if the agent on the system they are attempting to authenticate against is offline.

The MSP will need to verify that the Agent for the system that the Customer is imported from is online.