500 Error on mobile apps

I'm new to Insightly. I've downloaded the mobile app to my iPhone and iPad but each time I try to log in, I receive a 500 Error message.

I've confirmed my username and password (I use 1Password; the credentials that work to log on via my computer do not work in the mobile app).

What am I doing wrong? Will the mobile apps not work with trial/free accounts?

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  • Hi Elizabeth! I'm sorry you're having trouble with that! I took a look and it appears that you have actually created three separate Insightly accounts tied to your email address. which is likely the cause of this error. Unfortunately, our mobile apps do not support multiple instances of accounts. It's recommend that you only create one Insightly account per email and use that. 

    I will reach out to you privately to sort out the accounts and how you can consolidate down to one. 

    Also, using the 1Password software might be interfering and causing A. Multiple Insightly accounts to be created and B. Creating login credentials that cannot be used on the mobile app. Having a single account tied to your email with a single password would be the most ideal way to access your account if possible. 

    I hope this helps clarify things!

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  • Hi Jessica. Thank you for your response. I think the multiple accounts resulted because I received three emails from Insightly asking me to verify my email address. I thought it odd that I kept getting emails even though I'd been able to create the account and begin using Insightly but I clicked on the verify link nonetheless.

    Do you know why I received so many verification emails?

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  • Howdy Elizabeth :) That definitely sounds like it could be the culprit. I'm not sure how that happened, something may have translated weird in the creation process. 

    I sent you an email outlining the three accounts themselves with instructions on how to access each one and sort them out. When you consolidate the accounts back down to one you should be able to access the mobile app with no problem. 

    Let me know if you need any further assistance! I think you're on the right track to sorting this out :) 

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  • Howdy right back at ya'!

    Okay, so I cancelled accounts B and C. Then I tried the iPad app. No go. Same old 500 error.

    So then I deleted the app. Then I changed my Insightly URL. Next I reinstalled the iPad app and fired it up.

    Logged in and .... 500 error.

    Figured I'd troubleshoot the whole problem at once so I did the same thing on my iPhone. Same results: 500 error.

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  • Hey Elizabeth! Thank you so much for trying those steps for me! Can you please let me know what version mobile devices you're working with? iPad<insert number here> iPhone<insert number here> etc. 

    Thank you! 

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  • Jessica, nothing would please me more than to provide the requested info. So, without further ado, I'm running

    iPad Air 2 running 8.4.1 (but upgrading as I type)

    iPhone 6 also running 8.4.1 (and now also upgrading)

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  • And, just to confirm, the iPad Air 2 is running an upgraded iOS 8.4.1 (12H321) still gets a 500 Error message when trying to log in.

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  • Thank you, Elizabeth! Is it at all possible for you send me screenshots of what you're seeing? I'm in talks with our engineering team about what you're experiencing and I want to make sure I have as much information as possible to give them. 

    If you feel more comfortable, you can respond to the ticket that I sent you with the screenshots. 

    Thank you! 

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  • Piece o' cake!

     



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  • Hey Jessica, Any news on this issue?

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  • Hi Elizabeth, thank you for checking in! I'm working with our engineers to see if we can figure out the issue and have referred this thread to them. I will absolutely update you as soon as I know more. 

    I apologize for not saying something sooner!

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  • Hi Elizabeth, thank you so much for your patience :) I have spoken to engineering and they wanted me to ask you to try something. 

    We think the issue is related to your 1password. 

    Can you please change your Insightly login to something basic that doesn't contain special characters within your web login. Once you've that and logged into your web app successfully, then can you log into your mobile app with your new password? 

    Once done, please let me know if you're still running into issue with this. Thank you!

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  • Hooray!!!

    So it wasn't necessarily a 1Password thing but rather that my password had special characters in it. But sticking to a classic alphanumeric password did the trick!

    Thank you, Jessica, for seeing this through.

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  • Yay! Glad to hear everything is working! Have a fantastic weekend and let me know if you need any help with the mobile app! 

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