# Why can

If the Cloud Voice App on your mobile device won't let you sign in, work through the checks below before assuming something is broken.

## Start with your credentials

Confirm that you are entering the correct username and password. Typos, an old password, or the wrong login name are the most common reasons a sign-in fails, so re-enter both carefully and try again.

:::note
Before you escalate anything, rule out the simple causes: check for Caps Lock, trailing spaces, and whether the password was recently changed or reset. These account for most failed sign-ins.
:::

## Ask your administrator to verify the server side

If your credentials are definitely correct and login still fails, the issue is usually a setting on the phone system rather than on your device. Reach out to your system administrator and ask them to confirm two things:

1. The server connection details for the Cloud Voice App are configured correctly.
2. Mobile access to the Cloud Voice App is enabled for your extension.

Once both are in place, sign in again.

:::tip
If you're still locked out after your credentials and the server settings check out, use the app's built-in feedback tool to report the problem so your administrator or support can investigate the login failure directly.
:::