I created a custom rol for my sales rep with special permissions, but now he cant login to the app

Let's check some areas to ensure they can log in to the mobile app, @kedaketoaw.

Before we proceed, could you share the specific error messages your sales representative encountered while attempting to log in? This will help us provide a tailored solution to resolve the issue.

In the meantime, please note that when your sales representative is a new user, you must add them first before assigning a specific role, and they must accept the invitation to complete the process.

On the other hand, if your Sales representative forgot their password, have them reset it first so they can log in.

If the issue persists, I recommend clearing your app's cached files, as accumulated cache can impact the system's performance. To resolve this, please follow the steps below to clear the app's cache:

For iOS

1. Go to Settings and select General.
2. Click iPhone Storage, then tap the QuickBooks Online (QBO) app.
3. Hit the Offload App to free up the storage without deleting its documents and data.

For Android

1. Proceed to the Home menu or tap the three dots in the upper right corner.
2. Tap on Settings.
3. Select Refresh Data.
4. Click on Yes.

If the issue continues, I recommend uninstalling the app. You can do this by tapping and holding its icon, then reinstalling it to ensure you have the latest version.

To see if the problem is specific to the app, access your account via a phone or computer web browser instead.

If you have any questions or concerns, please click the Reply button.