Overview
If you or your team members are experiencing login issues in Mobaro, such as password errors or disabled accounts, follow the troubleshooting steps below to identify and resolve the problem.
Note: For the full password change and reset procedure, see Changing or resetting your Mobaro password. Passwords are changed through the Forgot password reset flow — the self-service Change password option has been removed.
General login issues
Common causes
Incorrect password or account not found: A password error might be due to an incorrect password or the absence of an account.
HR integration conflicts: Some organizations integrate Mobaro with their HR systems, which may automatically update or overwrite User credentials, causing login issues.
Incorrect email or username: Use the exact email address or username associated with the Mobaro account. Variations in email domains (for example .com vs .co.uk) can lead to login failures.
Steps to resolve
Verify the account exists: Check whether the email address or name is registered in Mobaro. If no account is found, create a User profile with the correct email address and permissions.
Confirm the email on file: Make sure the address on the account is current and one the User can actually receive mail at — the reset link is delivered there.
Reset the password: Have the User sign out (or open a private/incognito browser window on web), select
Forgot passwordon the sign-in screen, enter their registered email, and follow the emailed reset link to set a new password.If the registered email is outdated or inaccessible: The User can't complete the reset themselves. A Super User or a User with the Modify users permission can update their password from the Mobaro Backend.
If a profile can't be located: Instruct the User to contact their organization's Mobaro Super Users or managers, who can create or reinstate the profile.
Critical: A Super User can not change another Super User's password. Each Super User must reset their own password through Forgot password, which requires access to their registered email.
Disabled accounts after service changes
Common causes
Organizational service migrations: If your organization no longer uses Mobaro for its operations, User accounts previously linked to the organization may be disabled.
HR integration conflicts: If the organization manages accounts via HR systems, certain credentials or accounts may be disabled during sync processes.
Steps to investigate
Confirm with your organization whether Mobaro is still actively used for Checklist or operational tasks.
If Mobaro has been replaced: identify the alternative platform now in use, and follow the login or operational procedures specific to that platform.
If the issue relates to HR system-managed accounts: confirm with the HR or IT team whether the account or credentials have been updated or overwritten, and verify whether updates align with the HR system's sync schedule.
Handling HR integration conflicts
When encountering login issues due to HR-managed Mobaro accounts, consider the following:
Use assigned HR integration credentials: Use the most recent login details provided by your employer, as manual changes may be overwritten.
Coordinate with your HR or IT team: They can verify and adjust account settings to resolve integration-related problems.
Addressing these conflicts promptly ensures smooth access to your Mobaro account.
Resolution strategies
To address any Mobaro login issue:
Start by verifying the account exists and the credentials are correct.
Reach out to your team administrator or Mobaro Support if further assistance is needed, especially in cases of service migrations or organizational changes.
Proactively communicate with your organization's HR or IT team about possible changes to login credentials if accounts are HR-managed.
Keep your registered email and username in Mobaro up to date, particularly if your organization changes email domains or naming conventions.