Error: Invalid username or password when logging into the Mobile App

Users may see error: Invalid username or password when logging into the Mobile App with their Windows Authentication credentials. This happens when the user's The Raiser's Edge profile has both RE7 Authentication and Windows Authentication enabled.
When both RE7 Authentication and Windows Authentication are enabled, the RE Mobile App requires the RE7 credentials. To log in, follow these steps:
  1. Log into RE as Supervisor or a user with Supervisor rights
  2. Select Admin>Security
  3. Double-click on affected user
  4. Unmark RE7 Authentication
  5. Click Save and Close
  6. Log into the Mobile App with Windows credentials

OR
  1. Log into the Mobile App using RE7 credentials
This message can also be displayed when the password for The Raiser's Edge database view has expired. If you are receiving this error but have accessed The Raiser's Edge Mobile App successfully before:
  1. Log into database view
  2. Reset your password when prompted
  3. Click File > Exit and Sign out
  4. Log into the RE Mobile App with your new password

Environment

 RE Mobile App
 Raiser's Edge

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