Unable to log in on real mobile devices (Agent app & browser) – works on desktop

[matinbsch]

Hi everyone,

I’m running into a login issue on mobile devices and wanted to check if anyone has seen this before.

I can log in to my ServiceNow instance without any problems on my laptop (including incognito mode). MFA is triggered correctly and everything works as expected. Even when I simulate a mobile device using Chrome DevTools, login works fine.

However, on real mobile devices (both Android and iOS), I’m not able to log in at all. I get the message “username or password invalid” – this happens both in the mobile browser and in the ServiceNow Agent app.

I’m using the exact same credentials, and I’ve double-checked input, keyboards, etc. Since it fails consistently across devices, it doesn’t seem to be a client-side issue.

This makes me think there might be some kind of server-side restriction, such as:

Has anyone experienced something similar?
Is there a known configuration in ServiceNow that could block real mobile devices while still allowing desktop (and even DevTools mobile simulation)?

Any pointers on where to look would be appreciated.

Thanks!

[Tanushree Maiti]

Hi @matinbsch ,

Validate one by one and test.

1. KB0817478 Not able to login to Now Agent App 

2. Check this KB and validate

KB1588723 Mobile app login issue - users are not redirected to SSO and navigating to local login 

3. Clean up all cookies in your browser, then login again. This time the login should work as expected if incognito login test worked well.

Refer: KB0958432 Login in to ServiceNow fails from one computer, but not from other desktop or mobile. 

Also check- https://www.servicenow.com/community/mobile-apps-platform-forum/can-t-login-to-my-instance-in-mobile...

4. Check these steps as well in servicenow documentation and try

Configure mobile apps to use specific identity providers 

[Srikanth_9]

Hi @matinbsch,

After the upgradation to iOS 26.2 the users are experiencing the login screen performance degradation issues both on android and iOS. Few users are facing the same issues as you mentioned from a month ago.

I hope you have updated the latest version of Mobile Agent App from the store. If not, uninstall the app, install it again and try.

Please wait for workaround and once the issues get resolution, it works as expected.

Refer: [iOS] login screen performance degradation on iOS 26.2 RC + Zurich instance - Known Error

If the provided solution is useful/working, please Accept as Solution and hit the Helpful. 

Thanks & Regards,

Srikanth Akula.