Hi angela-ventureac,
I know you want to assist your client by getting the mobile app up and running. They'll find the app is ideal for people on the go. I have a few troubleshooting tips that you can help them to check to get things operational.
If your client has no trouble logging in to their QuickBooks Online account through their internet browser, they may have downloaded the wrong app by mistake. Ensure they've downloaded the QuickBooks Online app rather than the app for QuickBooks Self-Employed. This article has the links to the correct version using the android or Ios app store: How to download the QuickBooks Online mobile app. It's also essential to make sure they've downloaded the mobile app's Canadian version and double-check that the user ID and password match what was used on the internet browser sign-in page. Have them uninstall and reinstall the app.
I'm confident this will fix the issue. If not, reach back out. Have a great day!
