> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/knowledge-hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/knowledge-hub/products/cc-hardware/credentials/mobile-connect/troubleshoot/mobile-connect-10-mobile-credentials-d.md).

# Mobile credentials disappear from the app

Resolve Android Secure Folder installations that make Mobile Connect credentials appear to disappear.

**Cause:** the Android device has Secure Folder enabled and multiple copies of the Mobile Connect app are installed.

**Identification:** when multiple copies of the app are installed, a small blue icon appears in the bottom right corner of the Mobile Connect display. The same icon also appears in the bottom right corner of the Android app icon on the home screen.

Having multiple versions creates confusion. Depending on which one is running, that one will accept the credential. The user may not know which version has which credential.

### Resolution

1. Uninstall all copies of the Mobile Connect app from both locations (standard storage and Secure Folder).
2. Install a single copy of the Mobile Connect app.
3. Register credentials with the single installed copy.

***

🔗 **Related**

* [11. Mobile Credential Stopped working after locking device](/knowledge-hub/products/cc-hardware/credentials/mobile-connect/troubleshoot/mobile-connect-11-mobile-credential-st.md). Another "credential seems gone" symptom.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://help.security.gallagher.com/knowledge-hub/products/cc-hardware/credentials/mobile-connect/troubleshoot/mobile-connect-10-mobile-credentials-d.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.