Salesforce Login

Vision-e Scan utilizes the Salesforce Mobile SDK, allowing secure and seamless authentication directly to your Salesforce instance.

Security is our top priority. Because authentication happens exclusively between your device and your Salesforce environment, Vision-e does not have access to your login credentials or organization settings. For this reason, we’re unable to provide login assistance or reset authentication issues within your Salesforce environment.

Salesforce authentication is supported through the following methods:

• Salesforce Production
• Salesforce Sandbox
• Custom Domain (for SSO support)

Click the "Use Custom Domain" link for SSO login.

Please contact your Salesforce Administrator if you require login support.

At Vision-e, we prioritize security by design. As authentication occurs solely between your device and your Salesforce instance, we are unable to offer login support. Our lack of visibility into your specific environment prevents us from assisting with this process.

Logging In Using a Passkey

Due to an update to Salesforce's security policies, users with the System Administrator profile or any of the following permissions are required to use phishing-resistant multi-factor authentication (MFA):

• Modify All Data
• View All Data
• Customize Application
• Author Apex

When logging in to the Vision-e Scan app, users who fall into any of these categories will be prompted to authenticate using a passkey.

If a passkey has already been set up in Salesforce, users can use their existing passkey to log in. If they haven't configured a passkey yet, they'll be prompted to register one before continuing.

Note for Android Users: Before logging in, tap the three dots (⋮) in the top-right corner of the login screen and select Login for Admin. Then proceed with the login process.

Passkey Login Issues

If you're having trouble logging in to the Vision-e Scan app using a Salesforce passkey, try the following troubleshooting steps.

Confirm the Scan app is up to date

1. 1. Check the App Store or Google Play Store for any available updates.
   2. Install the latest version of the Scan app before testing again.

Restart the Scan app

1. 1. Completely close the Scan app.
   2. Reopen it and try logging in again.
   3. If you're using an Android device, make sure you're selecting the Login for Admin option on the Salesforce login screen.

Verify the correct passkey is being used

1. 1. Make sure the passkey is associated with the Salesforce account you're trying to access.
   2. Confirm that Face ID, Touch ID, fingerprint authentication, your device PIN, or your physical security key is working normally.
   3. Keep in mind that some passkeys may only be available on the device where they were originally created.

Check whether the user recently changed devices

1. 1. If the user recently moved to a new phone, their existing passkey or authentication method may still be associated with the previous device.
   2. A Salesforce administrator may need to disconnect the old verification method so a new one can be registered.

Verify the Salesforce login server

1. 1. Confirm that the user is connecting to the correct Salesforce environment, such as Production, Sandbox, or a custom My Domain.
      1. This is especially important for organizations that use SSO or a custom Salesforce login domain.

Reinstall the Scan app

1. 1. Uninstall the Scan app.
   2. Restart the device.
   3. Reinstall the Scan app from the App Store or Google Play Store.
   4. Try logging in again.

Check Salesforce Login History

1. 1. Have a Salesforce administrator check the user's login history:
   2. Go to Setup → Login History.
   3. Look for the user's login attempt around the time the issue occurred.
   4. Check whether the login attempt appears as successful, failed, or does not appear at all.
      1. If no login attempt appears, the authentication process may be getting stuck before the request reaches Salesforce.

Check SSO, MDM, or Conditional Access settings

1. 1. If your organization uses Microsoft Entra ID, Okta, Intune, Workspace ONE, or another SSO or MDM solution, confirm that your authentication policies allow access through the Vision-e Scan app.

Test the Salesforce mobile app

1. 1. Install or open the Salesforce mobile app.
   2. Try logging in using the same Salesforce credentials and passkey.

If the same issue occurs in the Salesforce mobile app, this usually indicates that the problem is related to the Salesforce authentication flow, passkey configuration, or device settings rather than the Vision-e Scan app.

You can also refer to Salesforce’s documentation on Troubleshooting Passkey Issues.