Why can't I log into the iOS app with valid credentials?

Shopify Discussion
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I am getting an error and cannot log in when I try to log into the iOS application with the same credentials that work when I log into Shopify from a browser. The error says "An error occurred. If you see this message again, contact support. (Error: The provided access grand is invalid, expired, or revoked (e.g. invalid assertion, expired authorization token, bad end-user password credentials, or mismatching authorization code and redirection URI).)

What could be causing such an issue?

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Hi, @BrewAndFeed !

Rae from Shopify here. I’m happy to help out and make sure we can get you logged in to your Shopify app.

To confirm, are you using the POS app, or the Shopify mobile app? Also, which iOS device are you using the app on?

Errors like what you’re receiving can sometimes happen when the app needs to update. To see if this is the case, please open up the App Store on your device and check if an update for the app is available. If one is showing, go ahead and update your app now and then try logging in once again.

If this doesn’t resolve things, I recommend deleting the app from your device altogether and re-downloading it via the App Store.

These steps should help fix this, but if you’re still unable to log in, just reply to me here and let me know and I’ll be happy to continue helping out.

I look forward to hearing back from you with an update!

1 Like
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Thanks Rae.

I am using the Shopify mobile app on iPhone 12 Pro with iOS 14.2.1. I tried deleting the app, rebooting my phone and then downloading the app and I still get this error when I try to logon. Here’s a screenshot of what the error looks like.

3B15808F-9639-46B9-9005-F2E6D4A76F50.png
3B15808F-9639-46B9-9005-F2E6D4A76F50.png1170×2532 177 KB

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Hi, @BrewAndFeed !

I appreciate you getting back to me with these details, and trying out those troubleshooting steps.

Another option that may resolve this is removing the previous sessions from the app. To do this, just follow these steps:

  1. On your iPhone, open up ‘Settings’
  2. Scroll down to the Shopify mobile app and tap on it
  3. Scroll down and toggle the ‘Remove all sessions on next launch’ option to on

Then, go ahead and try to log in to the app on your iPhone again.

Let me know how this goes!

1 Like
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Thanks Rae. The solution you proposed worked. I can use the app again now. THANK YOU!!

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Hi, @BrewAndFeed !

That’s great news! I’m so glad to hear that you can log in and use the app correctly now.

Let me know if you have any other questions or concerns that I can help out with.

Best,

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I am also still unable to log in on ios