Sign-in issues
Most sign-in problems fall into a few categories. This page is the playbook.
Symptom: “Login with Hilal” button is disabled
Cause: No internet. The button is gated on connectivity since OAuth needs the network.
Fix: Connect to Wi-Fi or cellular and reopen the app. The offline banner should disappear.
Symptom: Browser opens but doesn’t redirect back
Cause: Deep link blocked.
Fix:
- iOS: Open Settings → Safari → General → make sure deep links are allowed.
- Android: Open Settings → Apps → Hilal → Open by default → enable.
- Try again. If still failing, force-quit Safari/Chrome and reopen the app.
Symptom: “Authorization failed” toast
Cause: OAuth code exchange failed. Often a transient issue.
Fix:
- Tap Login with Hilal again.
- If repeated, sign in once on the web — that confirms your account is healthy. Then return to mobile.
- If repeated still, see “Reset and retry” below.
Symptom: Stuck on the loading spinner after browser closes
Cause: Auth callback didn’t reach the app, or did reach but state got dropped.
Fix:
- Force-quit the app and reopen.
- If stuck again, sign in on the web first, then retry mobile. (The web sign-in refreshes your Hilal session, which often resolves edge-case mobile flows.)
Symptom: “You don’t have access to this organization”
Cause: Your role doesn’t permit mobile access for that org, or the org has no active subscription.
Fix:
- Switch organization (drawer header → switch).
- If you only have one org and it’s the one denying you, contact the org’s Owner or Admin.
Symptom: Sign-in succeeded yesterday but is rejected today
Cause: Token expired and silent refresh failed (rare). Or you signed out elsewhere (“sign out of all devices” on the web).
Fix: Tap Login with Hilal to redo the OAuth flow. This is fast — usually a single tap on Hilal Auth’s “approve” if you’re still signed into the browser.
Reset and retry
If nothing else works:
- Sign out (if you’re partially signed in): force-quit, reopen.
- Delete the app and reinstall.
- Open and tap Login with Hilal.
- Approve in the browser.
Reinstalling is heavy-handed but reliably resets every cached token, redirect state, and OS-level setting that could be wedging the flow.
Reporting unresolvable issues
If sign-in fails persistently, report a bug with:
- The exact error message you see.
- iOS or Android, and the OS version.
- The app version (Settings → About).
- Roughly what time it failed (so we can correlate with backend logs).
- Whether you can sign in on the web with the same account.