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Login Issues on the Mobile App

Jennifer Sneider Updated by Jennifer Sneider

There are a few reasons why you might not be able to log in on the mobile app.

No WiFi or Cellular Signal

If you have a weak signal or no Internet connection, the system cannot verify your credentials.

Connect to a strong WiFi network or find a location with a strong cellular signal. If your mobile browser can load a website, you should be able to log in.

If this is the cause, you receive the error message: “No connection.”

No Access to Cellular Data

If you cannot log in, your mobile device settings might be denying the app access to your cellular data.

If this is the cause, you receive the error message: “No connection.”

To check this on your device:


  1. Tap Settings on your iPhone.
  2. Tap Cellular, which is the fourth item on the list.
  3. Scroll down to find SyncOnSet and make sure it is toggled green.


  1. Open the Settings app.
  2. Tap Apps & notifications.
  3. Tap SyncOnSet in the list of applications.
  4. Tap Mobile Network and make sure it is toggled on.

Invalid Email Address

If you attempt to log in and receive an error message that says "invalid email address," your email address has either been input incorrectly or you have not yet registered an account.

If you have a trailing space at the end of your email address, our eyes cannot see it, but the system can read it. Place the cursor at the end of your email address and hit backspace to see if there are any errant spaces after your email. Deleting the incorrectly entered email and manually retyping it usually resolves this error.

Forgot Password

If you attempt to log in and get an incorrect password message, you are logging in with either the incorrect email address or password. 

If you cannot remember your password, click Forgot Password? to have a reset link emailed to you. Click the link provided in the email to reset your password. 

Your new password must be a minimum of eight characters, including at least one uppercase letter, one lowercase letter, and one number. Additionally, the new password needs to be different from your last five SyncOnSet passwords.

Locked Account

If you enter an incorrect password five times in a row, you are locked out of your account for an hour for security purposes.

To bypass the lockout, you can reset your password.

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Login Issues on the Website