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

Considerations and caveats

• Who can do this: Any member of a digital workplace.
• 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 will need to re-enter your credentials the next time you view your digital workplace.
  • If you terminate the app, and Remember my details or Remember my site were 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 Auth or SAML password: This process does not allow you to reset your LDAP Auth or SAML passwords. Contact your workplace administrator for instructions on how to reset these alternative authentication methods.
• Account delegation: If your digital workplace use's an authentication method such as LDAP Auth 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 automatically connect to your organization's URL. 
  • Select Remember my details when using Igloo auth, LDAP auth, or hybrid auth (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.

How to sign in to the app 

If your workplace uses Igloo authentication or LDAP Auth:

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.
5. Enter your username and password. You can click Show Password to reveal your password. If you do not remember your password, click I forgot my password to begin the password reset process.  You cannot use the forgot password process to reset your LDAP Auth password or your Igloo authentication password if you have ever signed in to your digital workplace using LDAP auth.
6. (Optional) Select Remember my details to save your username and allow for automatic re-authentication when re-opening the app after you have terminated it.
7. Tap Login.

If your workplace uses SAML authentication:

Your Identity Provider's sign-in page will differ from this.

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 available options such as showing your password or resetting your password will vary depending on your Identity Provider.
6. Tap Sign In (or your Identity Provider's equivalent).

If your workplace uses hybrid Igloo/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.
5. Select your authentication method:
   • If you want to authenticate using Igloo authentication, then follow steps 5-7 of Igloo authentication 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 step 5-6 of SAML authentication above).