Login Issues

Having trouble signing into Kappa Loop? This guide will help you resolve common login problems.

Common Login Problems

"Invalid credentials" Error

What it means: Your email/membership number or password is incorrect.

Solutions:

1. Double-check your email or membership number

   • Make sure there are no typos

   • Verify you're using the correct format

   • Try copying and pasting if typing manually

2. Verify your password

   • Passwords are case-sensitive

   • Check that Caps Lock is off

   • Make sure there are no extra spaces

3. Reset your password

   • Tap Forgot Password on the login screen

   • Enter your email address

   • Check your email for the reset link

   • Create a new password

"Session expired" Error

What it means: Your previous session has expired and you need to sign in again.

Solutions:

1. Simply sign in again with your credentials

2. If you keep getting logged out:

   • Close and reopen the app

   • Check that your device time/date is set correctly

   • Update to the latest app version

"Account already exists" Error

What it means: An account is already registered with this membership number.

Solutions:

1. Try signing in instead of signing up

2. Reset your password if you forgot it

3. Contact support if you believe this is an error

"Unable to verify membership information" Error

What it means: The app couldn't verify your membership details.

Solutions:

1. Check your membership number

   • Verify it's entered correctly

   • Make sure there are no extra characters

2. Verify your name matches

   • Use the name on file with the organization

   • Check for spelling variations

3. Contact support if the issue persists

Biometric Authentication Issues

Biometric Sign-In Not Working

Solutions:

1. Use Password Instead

   • Tap "Use Password Instead" link

   • Sign in with your password

   • You can re-enable biometric authentication later

2. Check Device Settings

   • Ensure Face ID/Touch ID/Fingerprint is set up on your device

   • Verify Kappa Loop has biometric permission

3. Re-enable Biometric Authentication

   • Sign in with your password

   • Go to Profile → Privacy & Security

   • Toggle biometric authentication off and back on

"Too many failed attempts" Error

What it means: Your device has temporarily disabled biometric authentication after multiple failed attempts.

Solutions:

1. Use your password to sign in

2. Wait a few minutes before trying biometric authentication again

3. Check that your biometric setup is working in device settings

"Biometric authentication is permanently disabled" Error

What it means: Your device has disabled biometric authentication due to security settings.

Solutions:

1. Use your password to sign in

2. Check your device Security settings

3. You may need to re-enroll your biometrics in device settings

Network and Connection Issues

Can't Connect to Server

Symptoms:

• "Request failed" error

• Infinite loading

• Timeout errors

Solutions:

1. Check your internet connection

   • Verify you're connected to WiFi or cellular data

   • Try opening a website in your browser

   • Turn WiFi off and back on

   • Toggle Airplane mode on and off

2. Check app permissions

   • Ensure Kappa Loop has network access permissions

   • Check any firewall or VPN settings

3. Update the app

   • Make sure you have the latest version from the App Store/Play Store

4. Try again later

   • The server may be experiencing issues

   • Wait a few minutes and retry

Stuck on Loading Screen

Solutions:

1. Close and reopen the app

2. Check your internet connection

3. Clear app cache (see below)

4. Restart your device

App Not Loading After Login

Solutions:

1. Force close the app

   • iOS: Swipe up from bottom and swipe app away

   • Android: Recent apps button, swipe away

2. Check internet connection

   • Make sure you have stable connectivity

   • Try switching between WiFi and cellular

3. Update the app

   • Check for updates in App Store/Play Store

4. Restart device

   • Turn your device completely off

   • Wait 30 seconds

   • Turn it back on

Clearing App Cache

Sometimes clearing the app cache can resolve login issues.

iOS

1. Go to device Settings

2. Tap General → iPhone Storage

3. Find and tap Kappa Loop

4. Tap Offload App (this preserves your data)

5. Tap Reinstall App

Android

1. Go to device Settings

2. Tap Apps or Application Manager

3. Find and tap Kappa Loop

4. Tap Storage

5. Tap Clear Cache (not Clear Data)

Still Having Issues?

If you've tried the solutions above and still can't log in, please use the help desk:

🔗 Submit a Support Request

Please complete the form and select "Mobile Application" from the drop-down menu.

Include in your request:

• The exact error message you're seeing

• What you were trying to do

• Your device type (iPhone, Android)

• App version (found in Profile → About)

• Steps you've already tried

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Last updated: October 2025