Login errors may appear in the Bitrix24 mobile app for different reasons. This article explains common problems and how to fix them.

Unknown server response

Error

After you enter your Bitrix24 address, you see the message: “Unknown server response. Please try again later.”

Possible cause

The Bitrix24 address is incorrect. For example, you entered mycompany instead of mycompany.bitrix24.com.

Solution

Check that you entered the full Bitrix24 address.

If you do not know the address or forgot it, you can find it:

• In your Bitrix24 invitation email
• From your colleagues or Bitrix24 administrator

Enter the full address, for example: mycompany.bitrix24.com

Bitrix24 address in the invitation email

Correct Bitrix24 address in the mobile app

Repeated CAPTCHA prompt

Error

When you try to log in, the “Enter the code as pictured” window keeps appearing.

Possible cause

This may happen after several failed login attempts with the wrong password.

Solution

First, try logging in to Bitrix24 on a computer. This helps confirm that your login and password are correct.

Then try logging in to the mobile app again.
What to do if you forgot your Bitrix24 login or password

This account does not exist

Error

After you enter your email address or phone number, you see the message: “This account does not exist. Please check your entry.”

Possible cause

The login details you entered are incorrect.

Solution

Check that your email address or phone number is correct.

Make sure there are no extra spaces at the beginning or end. Also check your keyboard layout.

If the information is correct, contact your Bitrix24 administrator. They can verify the login used in your profile.

Are you sure the login is correct?

Error

After you enter your login, you see the message: “Are you sure the login is correct?”

Possible cause

Bitrix24 cannot find an account that matches the login you entered. For example:

• The email address or phone number is incorrect
• Another login method is required
• You need to log in the address
• You need to use a linked social account

Solution

• Check that your email address or phone number is correct.
• Make sure there are no extra spaces at the beginning or end.
• Check your keyboard layout.
• Try logging in with a linked social account.
• Select Enter address.

Your company may use the On-Premise version of Bitrix24. In this case, you can log in only using the address.

Incorrect password

Error

You see the message: “Incorrect password”.

Possible cause

The password you entered is incorrect.

If you do not remember your password, tap Forgot password on the login page.

Bitrix24 sends a message to the email address linked to your account. Enter the code from the email. You will be logged in automatically.

Could not find Bitrix24

Error

This message appears when you try to log in to a Bitrix24 account you cannot access.

Possible causes

• You were removed from this Bitrix24 account.
• You are trying to log in to an account where you are not registered yet.

Solution

Check with your administrator that you have access to the Bitrix24 account.

If you do not have access, ask the administrator to restore it or send you a new invitation.

Something's gone wrong

Error

You may see the message “Something's gone wrong” when you log in or while using the Bitrix24 mobile app.

Possible cause

This usually happens because of an unstable internet connection or a temporary app issue.

Solution

• Check your internet connection in device settings.
• Close the app and log in again.