When you tap Confirm on the Set this device as trusted prompt and the screen keeps loading, the Payhawk Mobile App cannot finish registering your device. To finalize the process, you need to work through the following checks in order.
About push notifications
If you disable push notifications on your device, you won't receive an alert when someone (most likely you, on another device) attempts to log into Payhawk and needs you to approve or decline the login.
However, each time you open the Payhawk Mobile App and bring it to the foreground, it will automatically check for pending authorizations. If there are any, the approval screen will appear and you will be able to approve or decline the login, even if you didn't receive a notification.
Checking your network
Registration fails when your network blocks the verification service that Payhawk uses. Switch to a different network, for example your mobile data instead of your company Wi-Fi, then log in again.
When registration works on mobile data but not on your company network, your network needs to allow the connection. Contact the Payhawk Support team for the exact address to give your IT Administrator.
Opening the app from your personal profile on Android
On Android, a work profile can block the registration. Open the Payhawk Mobile App from your personal profile, then log in again.
Checking Google Play Services on Android
The Payhawk Mobile App needs Google Play Services to receive notifications on Android. Go to Settings > Apps > Google Play Services and check that it is enabled.
Logging in while the problem is open
You can keep working with another authentication method, as long as your company has one enabled:
On the login screen, select Try signing in another way.
Select Authenticate via text message or Authenticate via email, and enter the six-digit code you receive.
Tapping Decline on the prompt clears the loading screen, but it does not register your device. When a trusted device is required for your account, tapping Decline signs you out.
Contacting Payhawk Support
When none of the checks resolve the problem, contact the Payhawk Support team. Include your phone model, your operating system version, and whether you use an Android work profile, so the team can investigate faster.
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