Not able to login to Primero Mobile Application

Hello, users are reporting that they cannot log into the Primero mobile application. An error message pops up eluding that there is an issue with the instance URL. [NB: role is configured as mobile caseworkers & passwords do not contain capital letters].

Your assistance with troubleshooting this would be very much appreciated.

I have just logged into the CXB instance as a case worker and it seemed fine. Can the user browse to other sites? (do they have an internet connection for example). Is the url https:// ?

The issue was human error. A difference between the users password and what they were entering