Having trouble logging in to deskbird? This article covers the most common login issues on the web app, mobile app, and Microsoft Teams, with step-by-step fixes to help you get back in quickly.
1. Check your login method
The most common cause of login failures is selecting the wrong sign-in method. deskbird shows all available options on the login screen, but your company may only have one or two of them active.
- If you have logged in before on the same device and browser, look for the Last used label — it highlights the method you used last time.
- Make sure you are using your work email address, not a personal one.
- If you are in Microsoft Teams, ensure you are using the deskbird - Make Hybrid work app (not the older deskbird app).
⚠️ Selecting a login method that is not configured for your company will produce an error. This does not affect your account — go back and choose the correct option.
2. Common errors and fixes
| Error message | Likely cause | What to do |
|---|---|---|
Login failed or Authentication error
|
SSO misconfiguration, expired certificate, or account not provisioned | Check with your IT admin whether SSO is set up correctly. If using SAML, ask them to verify the certificate has not expired. |
User not found or No account
|
Your account has not been created in deskbird yet | Ask your deskbird admin to check whether your account exists and provision it if missing. |
Access denied or AADSTS error
|
Microsoft Entra ID Conditional Access policy is blocking the login | Contact your Microsoft 365 administrator to verify that deskbird is permitted under your organisation's Conditional Access policies. |
| Blank or white screen in Microsoft Teams | Stale Teams cache or corporate policy blocking the embedded app | Clear the Teams cache, restart Teams, and try again. If the issue persists, remove and re-add the deskbird app from the Teams store. See the FAQs below for detailed steps. |
| SSO works on desktop but not on mobile | Outdated app version or MDM restriction on your device | Update the deskbird app to the latest version. If your phone is managed by your company, contact your IT admin to check whether MDM policies are blocking SSO redirects. |
3. Reset your password
If you log in with email and password and cannot remember your password:
- Go to the deskbird login page.
- Click Forgot password?
- Enter your work email address and click Send reset link.
- Check your inbox for a password reset email and follow the link to set a new password.
💡 If you log in via SSO (Microsoft, Google, or Okta), you do not have a separate deskbird password. Reset your password through your company's identity provider (e.g. Microsoft 365 or Google Workspace).
4. Contact your admin
If none of the above steps resolve your issue, reach out to your company's deskbird admin. They can:
- Confirm which login method is configured for your organisation
- Check whether your account has been provisioned correctly
- Review any SSO or access policy settings that may be affecting your login
If your admin cannot resolve the issue, they can contact deskbird support at support@deskbird.com.
5. FAQs
First, update the deskbird app to the latest version from the App Store or Google Play Store. Next, try clearing the app data: on iOS, delete and reinstall the app; on Android, go to Settings > Apps > deskbird > Storage > Clear data, then reopen the app. If your phone is managed by your company, MDM restrictions may be blocking the SSO flow — ask your IT team to verify. If the issue persists, contact deskbird support.
Try the following steps in order: (1) Clear the Teams cache — close Teams completely, then delete the cache folders (Cache, blob_storage, databases, GPUcache, IndexedDB, Local Storage) from %appdata%\Microsoft\Teams on Windows or ~/Library/Application Support/Microsoft/Teams on macOS — then restart Teams. (2) Remove the deskbird app from Teams (right-click > Uninstall), then re-add it from the Teams app store. (3) Make sure you are using the deskbird - Make Hybrid work app, not the older deskbird app. If you use multiple Microsoft accounts, try signing out of all other accounts in your browser before launching deskbird in Teams.
Duplicate accounts occur when someone signs up with an email and password after an account was already created via SSO or automated provisioning. The result is two separate accounts for the same person. Ask your deskbird admin to check Admin Portal > Users and merge or remove the duplicate. To prevent this from happening again, your admin can disable email/password registration so all users must sign in through the company's identity provider.