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Sign-in failed (Android)

When the same account works elsewhere, check these four settings first, in order

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Written by Sam Aerts

Does the app open a separate window to sign in, tell you once that sign-in succeeded, and then jump back to the start screen saying sign-in failed? And does it do that every time, while the same account works fine on another phone?

On Android this is almost always a setting on the phone itself, not a problem with your account. Your phone stops the app while the sign-in window is in front, so the app never receives the result. Work through the steps below and stop as soon as it works.

💡 First check your app version. Open the app, tap Demo, then the gear icon at the bottom right. The version is in grey text at the bottom of the settings screen. It should be 1.4.5 or higher. If it is older, update the app in the Google Play Store first.

Step 1: Turn off battery optimisation for the app

This is the most common cause. Android puts the app to sleep while you are signing in, so the result never arrives.

  1. Go to Settings > Apps > Helios > Battery.

  2. Set it to Unrestricted.

  3. Go back to Settings > Battery and check Sleeping apps (Samsung calls this "Apps in slaapstand"). If Helios is in that list, remove it.

  4. Open the app and try again.

Step 2: Try once over mobile data

A VPN, a private DNS setting or a restriction on your Wi-Fi can block the sign-in.

  1. Turn Wi-Fi off so your phone uses mobile data.

  2. Try to sign in again.

If it works on mobile data but not on Wi-Fi, check whether a VPN or a private DNS is switched on.

Step 3: Set date and time to automatic

If the clock on your phone is wrong, your session is seen as expired the moment it is created.

  1. Go to Settings > General management > Date and time.

  2. Switch on Automatic date and time and Automatic time zone.

  3. Try to sign in again.

Step 4: Reinstall the app

Only do this after the three steps above, not before: reinstalling on its own does not fix it, but it does clear anything left over once the settings are right.

  1. Uninstall the app.

  2. Install it again from the Google Play Store.

  3. Sign in.

🔎 Cannot find a menu? Open Settings, tap the magnifying glass and type "battery" or "date". Menu names differ slightly between Android versions and phone brands.

Still not working?

Contact us through our website and let us know which steps you have already tried, plus your exact phone model and Android version.

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