Try each step in order and check if it resolves the issue.  If you get through all the steps and it is still not resolved, please contact us for help.


  1. Ensure Network Connectivity
  2. Ensure Username and Password are entered correctly
  3. Select “Forgot Password” on the login screen and wait for email that will Reset your password
  4. *Ensure User status in Admin Portal says “Active”
  5. *Have Admin Reset Users Password from the Admin Portal
  6. **Navigate to Settings -> mViva Pro: ensure Use Cellular Data is On


* An administrator must perform this step

** iOS Only