Check five things in order: the person has accepted their Equip invitation; they are using the email on their profile; their Status is Active; Mobile Access Enabled is on; and the organization has access to the new app enabled. The profile checks are on the web. Ask the Equip team to check organization access. A password reset does not accept an invitation or enable access.
Participants are labelled Clients, Students, Residents or Explorers depending on your account type. This article calls them participants. A participant cannot contact Equip support directly, so a team member checks these things for them.
Who can do this, and where
Check the person’s profile on the web under Edit Profile & Settings, Access. An administrator contacts the Equip team to check organization access.
Team members with permission to edit a profile can check its status and mobile access. Organization access to the new app is handled with the Equip team.
Follow the migration date and app instructions confirmed by your organization and the Equip team. Confirm access to the new app before removing Companion.
Steps
Open the person's profile on the web. For a participant, look at the button under Edit Profile & Settings: if it reads Send App Invite or Resend App Invite, the invitation has not been accepted. Resend it and have the participant open the link on their phone. For a team member, look at the badge on Team Members: Invited or Not Invited means the same thing, and Resend Invite is in the row menu. An invitation link lasts two weeks.
Check the email address. The person must type the exact address on their profile. The app answers "We couldn't find that account" and "No Equip account matches that email. Check the spelling, or ask your administrator to confirm the email used for your invitation." when it does not match.
Open the Access tab. Status must be Active. An Inactive person, or a discharged participant, sees "Invalid email or password" in the app even with the right password.
On the same tab, Mobile Access Enabled must be on. Team members start with it on. Participants start with it off, and accepting the app invitation switches it on; a discharge switches it off. When it is off the app says "You don't have mobile access. Contact your administrator to enable it."
If the app says Mobile access isn’t enabled yet, ask your administrator to contact the Equip team about new-app access for the organization. The current Account Settings > Mobile page does not offer the Mobile - Forward Access switch.
Have the person sign in again with the method your organization uses: email and password, or the Google or Microsoft button.
Limits and what the errors mean
"Invalid email or password": the invitation has not been accepted, the person is Inactive, or the password is wrong. Check the first two before offering a reset; a reset does not activate anyone.
"We couldn't find that account": no Equip login uses that email. Confirm the address on the profile.
"You don't have mobile access. Contact your administrator to enable it.": Mobile Access Enabled is off on the Access tab.
“Mobile access isn’t enabled yet”: the organization’s new-app access is off. An administrator should contact the Equip team.
"Google sign in failed" or "Microsoft sign in failed": the provider did not finish the sign-in, or the provider account chosen does not carry the Equip email. Try again and pick the right account.
"Your session has expired. Please sign in again.": normal after a long gap; sign in again.
Forgot password? is on the app's sign-in screen for people who sign in with a password. It sends the same reset email as the web; the link lasts six hours.
The web sign-in page turns participants away with "Please download the Equip application to manage your account." Participants use the app only.
Both apps are in the App Store and Google Play under Equip: Independence. The new one has the green background; the Companion app has the old logo.
FAQ
A participant says the app will not let them in. What do I check first?
Their profile on the web. If the button reads Resend App Invite, they never accepted the invitation, and that is the whole problem. Resend it and have them open the link on their phone.
I reset their password and it still says invalid email or password.
A reset only changes the password. It does not accept an invitation or reactivate an Inactive person. Check the invitation and the Status on the Access tab.
The app says mobile access isn't enabled yet for our organization. Who turns that on?
Ask an administrator in your organization to contact the Equip team. The current Account Settings > Mobile page does not expose the organization’s new-app access switch.
Does a discharge stop a participant using the app?
Yes. Discharging switches off their Mobile Access Enabled. Switch it back on from the Access tab if they should keep using the app.
They downloaded the app but their organization is still on the Companion app.
The new app refuses sign-in until organization access is enabled. Ask your administrator to coordinate access and the changeover with the Equip team.
Can a participant sign in on the web instead?
No. The web turns participants away with "Please download the Equip application to manage your account." and points them to the app.
Which sign-in method does the app use?
The same one as the web for that person: email and password, or Google or Microsoft when your organization uses single sign-on.
Related
What can participants and team members do in the Equip mobile app?
Add a participant and invite them to the mobile app
Reset your password
Sign in with Google or Microsoft, and what to do when it fails
What do the team member statuses Active, Inactive, Invited and Not Invited mean?