Signing in to the app

You must enter your username and password before accessing your digital workplace through the Igloo Mobile app. Typically, you will use the same username and password you would use when signing in from a browser.

Sections in this article: 

• Considerations
• Who can do this?
• Sign into the app

Considerations

• Do you need to sign in whenever you open the app?: The app securely caches your authentication credentials when you first sign in to your digital workplace and will then reuse these credentials to maintain your session. However:
  • If you sign out of the app, you must re-enter your credentials, including biometrics if enabled, the next time you view your digital workplace.
  • If you terminate the app and Remember my details or Remember my site was not selected when you authenticated, you will need to re-enter your credentials the next time you want to view your digital workplace.
  • Auto re-authentication behavior may not function with some SAML Identity Providers.  
• Digital workplace session timeout: The session timeout for a digital workplace (set from the Sign-in Settings page) does not apply to the app.
• Resetting LDAP Authentication or SAML password: This process does not allow you to reset your LDAP Authentication or SAML passwords. Contact your workplace administrator for instructions on resetting using alternative authentication methods.
• Account delegation: If your digital workplace uses an authentication method such as LDAP authentication or SAML, and you have logged in using one of these methods, you cannot reset your Igloo authentication password using I forgot my password. Contact your workplace administrator to trigger a password reset for Igloo Authentication.
• Branded Mobile: When using the Branded Mobile app, you don't have to do the following:
  • Enter a digital workplace URL. The app is configured to connect to your organization's URL automatically. 
  • Select Remember my details when using Igloo, LDAP, or hybrid authentication (Igloo/SAML). The app keeps you logged in until you explicitly log out. You will then need to re-enter your credentials to log back in.
• Biometrics: The biometrics feature is not available for:
  • SAML (SSO) authentication
  • Branded Mobile app

Sign into the app

Use biometrics when logging into the app

The biometrics feature for Igloo authentication provides a faster and more secure login method for the Igloo Mobile app. After initial setup, you can unlock the app with an extra layer of biometric protection or use the Remember my details feature to log in with your facial ID or fingerprint. The type of biometrics that can be used depends on your device's operating system: the iOS app will use facial recognition through Face ID, and the Android app will use fingerprints. 

Before you can log in using the biometrics feature, it must be turned on in your device. To set up your biometrics on your device, check your device's Settings app for the Face ID & Passcode (iOS) section or Biometrics in the Security and Privacy (Android) section. Many people set up biometrics during initial device setup and do not need to add their biometrics later manually. 

Once logged into the app, you can turn the biometrics feature on or off in the app. To do so:  

1. Tap your Profile Photo in the upper left corner of the screen.
2. Beside Biometric, tap On/Off to toggle the Biometrics feature on and off. 

When biometrics are enabled, after 3 failed biometric login attempts, the app will allow you to log in with your device's PIN, pattern, or passcode or return to log in with your Igloo authentication password. Biometrics may fail to authenticate due to camera issues, fingerprint scanning errors, or some biometrics being turned off in the device after biometric setup. 

You are only prompted for biometrics when logging into the app after logging out, terminating the app, or if your app session has expired. This feature is optional to be able to log in to the app and may be bypassed if you prefer not to use biometrics. See the following sections for instructions based on your workplace's authentication type. 

Sign in when your workplace uses Igloo authentication or LDAP authentication

1. Open the app.
2. In Site URL, enter the URL of your digital workplace (e.g., customercare.igloosoftware.com).
3. (Optional) Select Remember my site to save your digital workplace's URL.
   
4. Tap Next.
5. Enter your username and password. You can tap Show Password to reveal your password. If you don't remember your password, tap I forgot my password to begin the password reset process. You cannot use the forgot password process to reset your LDAP authentication or Igloo authentication password if you have ever signed in to your digital workplace using LDAP authentication.
6. (Optional) Select Remember my details to save your username and allow automatic re-authentication when re-opening the app after terminating it. Combined with biometrics, it enables you to log in with just your facial ID or fingerprint. 
7. Tap Login.
8. If biometrics are turned on in the app, you will be prompted to use biometrics. You can select Not Now to bypass the biometrics option and log in to the digital workplace normally. Alternatively:
   1. Select Use Biometrics (iOS) or Enable Biometrics (Android) to use your device's biometrics system to facilitate faster and more secure logging in the future. 
   2. (Optional) If this is your first time setting up your biometrics, the app will redirect you to the Settings app, where you can set up your facial ID or fingerprints and return to the Igloo Mobile app. Once back in the app, select Enable Biometric again. 
   3. Follow the screen instructions to provide your facial ID or fingerprint. Once provided, the app will open up. The next time you log in to the app, you can use your biometrics, username, and password for extra security. If you selected Remember my details when you last logged in, you only need to verify your facial ID or thumbprint to log in. 

Sign in when your workplace uses SAML authentication

1. Open the app.
2. Enter the URL of your digital workplace (e.g., customercare.igloosoftware.com).
3. (Optional) Select Remember my site to save your digital workplace's URL. 
4. Tap Next. You will be redirected to your Identity Provider's sign-in page.
5. On your Identity Provider's sign-in page, enter your username and password. Other options, such as showing or resetting your password, will vary depending on your Identity Provider.
6. Tap Sign In (or your Identity Provider's equivalent).

Sign in when your workplace uses hybrid Igloo/SAML authentication

1. Open the app.
2. In Site URL, enter the URL of your digital workplace (e.g., customercare.igloosoftware.com).
3. (Optional) Select Remember my site to save your digital workplace's URL.
   
4. Tap Next.
5. Select your authentication method:
   • If you want to authenticate using Igloo authentication, follow steps 5 -8 of the Sign in when your workplace uses Igloo authentication or LDAP authentication section above.
   • If you want to authenticate using SAML, tap SSO Login to be redirected to your SAML Identity Provider's sign-in page. Then follow steps 5-6 of the Sign in when your workplace uses SAML authentication section above.