...
Verify that the access key you are using is the correct one. There are 3 different access keys for the mobile apps. CaregiversEmployers, clients participants and office staff each have their own and they are all 16 characters long. If you were given the client employer or caregiver participant access key, it won’t let you login with an office staff account. Same with Caregivers participants or clientemployers. If they were given the wrong access key, but using the correct username and password, it will not let them login. The account type and access key type need to match.
...
b) You very well may not be using the right username or password. For office employees, you can use your Hometrak login, the same one you’d use on the computer. For caregivers or clientsemployers and participants, this information will be emailed to you by someone in your office.
...