Finalsite Mobile App and Chat login help

Mobile app users will learn how to resolve login and Chat access issues in the Finalsite Mobile App, including repeated logouts, sign-in errors, and a stuck "no access" message on Chat.

Before anything else: Update the app

Most of the problems below are already fixed in the most recent app version, so start here before troubleshooting further.

1. Open Settings → About to check your version, or check the app store listing.
2. If you're not on the most recent version, update the app. See the release notes for what changed in each release.
3. Restart the app after updating.

"I keep getting logged out every few hours"

Cause: On an older app version, a logout doesn't always fully complete. The app quietly tries to pick the session back up, which then fails again a short time later, several times a day.

Fix: Update to the most recent app version (see above). If you can't update right away, uninstall and reinstall the app rather than just logging in again. This clears the issue more reliably than a normal re-login.

"My profile/avatar is blank or Chat is missing after signing in"

Cause: The app can't fully load your account details, even though sign-in succeeded.

Fix: Closing and reopening the app won't fix it. Contact support with your school or district name, username, and roughly when it happened, so your account can be looked at directly.

"The SSO sign-in page spins forever on web"

Cause: This was fixed in a recent app version. Older web versions could hang indefinitely instead of showing an error.

Fix: Reload the page and try again. If it keeps happening, contact support.

"I'm logged out again 20 to 30 seconds after signing in"

Cause: Your school or district likely changed how sign-in works recently, for example turning single sign-on on or off.

Fix: Sign in using your school's current login method rather than the one you used before. If it happens twice in a row, that confirms the method changed; use the new method going forward.

"Chat says I don't have access"

Cause: Usually a brief background hiccup that gets Chat stuck on "no access" until the app is restarted.

Fix: Restart the app, or update it first if you haven't already (see above). This resolves it in most cases.

If it still says "no access" after restarting and updating, this is a role or permission issue, not a bug. Chat access is controlled by chat roles (District Admin, School Admin, Chat Manager, or Chat Participant) that a school leader assigns, and by a separate visibility setting for parents or students. Common causes:

• You haven't been assigned a chat role yet, or your role doesn't include chat access.
• Chat is hidden for your user type (parent, student, or staff) by school or district design.

Contact your school's admin, or reach out to support so your account setup can be confirmed. If you're the school admin, you can check and adjust roles directly. See Chat for school leaders: Assign chat roles, create rooms, and manage members for how roles and permissions work.

Still stuck? Have this ready when you contact support

• School or district name
• Your username
• App version (Settings → About)
• Device type (iPhone, Android, web browser) and device model
• How you log in (password, SSO, or Google)
• The exact wording of any error message, including any short code in brackets such as R1, R2, or A1. This is the single most useful thing you can send us.
• Roughly when it happened (date and time)
• Whether it's a shared device, or a device with more than one school's app installed
• What you were doing right before it happened

Related articles

• Login help: Choose your user type
• Connected SSO and Legacy login: Which experience does my site use?
• Chat for school leaders: Assign chat roles, create rooms, and manage members