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How do I fix login issues in the Protiv Worker App?

Quick steps to fix invalid passwords, expired sessions, biometric errors, and connection problems in the Protiv mobile app.

Purpose

This article shows you how to fix the most common login problems in the Protiv Worker App. These issues are usually tied to passwords, internet connection, biometrics, or device settings.

When To Use This

  • You can’t log in to the Protiv Worker App.
  • You see an error message while signing in.
  • Biometric login isn’t working.
  • The app keeps returning you to the login screen.

Before You Start

  • Make sure you’re using the correct email tied to your Protiv account.
  • Confirm you have a stable internet connection.
  • Update the Protiv mobile app to the latest version.

Quick Path

  1. Re-enter your email and password.
  2. Tap Clear saved login on the login screen.
  3. Check your WiFi or mobile data.
  4. Restart the app or your phone.
  5. Reset your password if needed.

Step-by-Step Instructions

Issue 1 — “Incorrect email or password”

Why it happens:

  • Wrong email or password
  • Password was recently changed
  • Saved login info is outdated
How to fix it:
  • Make sure you’re using the correct email.
  • Re-enter your password carefully.
  • Tap Clear saved login on the login screen.
  • If you forgot your password, tap Forgot Password? to reset it.

Issue 2 — “Unable to connect. Please check your internet connection”

Why it happens:
  • No WiFi or cellular data
  • Weak or unstable signal
  • Temporary server issue
How to fix it:
  • • Switch between WiFi and mobile data.
  • • Move to an area with better signal.
  • • Wait a few minutes and try again.

Issue 3 — Biometric login not working (Face ID / Touch ID)

Why it happens:
  • Biometrics turned off on your device
  • Fingerprint or face data changed
  • App permissions disabled
How to fix it:
  • Open your device settings and re-enable Face ID or Touch ID.
  • Re-scan your fingerprint or face if needed.
  • Log in with your password instead.

Issue 4 — App keeps redirecting to login

Why it happens:
  • Session expired
  • Logged out from another device
  • App cache corrupted

How to fix it:

  • Log in again with your email and password.
  • Force close the app and reopen it.
  • Restart your device.

Issue 5 — “Waiting for a company to add you to their workspace”

Why it happens:
  • Your account exists, but your company hasn’t added you to their workspace yet.
How to fix it:
  • Contact your company admin.
  • Check your email for an invitation.
  • Wait for your company to approve your access.

Basic Troubleshooting Checklist

  • Update the Protiv app.
  • Restart the app.
  • Restart your device.
  • Check your internet connection.
  • Tap Clear saved login on the login screen.
  • Try logging in on another device to confirm your account works.
  • Reset your password if needed.

Examples

  • A worker gets an incorrect password error and fixes it by clearing saved login data.
  • A crew member loses signal in the field and must switch from WiFi to mobile data.
  • A worker’s Face ID stops working until they re-enable it in device settings.

Common Mistakes & How To Fix Them

  • You reset your password but still can’t log in.
    Clear saved login data and re-enter your new password.
  • Biometric login worked yesterday but not today.
    Re-enable biometrics in device settings or use your password.
  • You’re stuck on “Waiting for company access.”
    Your admin must add you to the company workspace.