Issue:
User is unable to log in to the Elements Mobile Protection app using username and password. User receives "Incorrect username or password" error message.
Resolution:
The Elements Mobile Protection username and password are one-time use upon installation. For example, if the Mobile Protection app has suddenly logged out on an Android or Apple iOS device, you will need to reinstall the product by sending a new invitation from the Elements portal.
You can uninstall the Mobile Protection app from the device, log in to the Elements portal, and remove the device from the portal under Environment > Devices > Mobile devices to free up the license for reuse. You can then follow these instructions to send a new installation link to the device: https://community.withsecure.com/en/kb/articles/29401-how-to-install-elements-mobile-protection-to-android-or-apple-ios-mobile-devices
You should remove the previous Elements Mobile Protection application from the device before installing it again from the new installation email. When the application is installed using the link in the installation email, the application will automatically register the license.
For installation across multiple mobile devices, please be sure each device receives their own invitation. An invitation link cannot be shared across multiple mobile devices.
Note:
If you have used Apple iOS data migration to copy the app from the old device to the new device, you will need to uninstall the app and send a new installation and activation link from the Elements Endpoint Protection portal.
Article no: 000014406