FAQ
Where can I get the app?
The Ledger Enterprise mobile application is available on Apple App Store.
It is coming soon on Android.
The app can't find my Ledger Stax
Make sure Bluetooth on your phone is turned on.
Go in your phone settings > Apps > Ledger Enterprise and make sure that the Bluetooth permission has been granted to the app.
Turn on and unlock your Ledger Stax.
Close any app that might be open on your Ledger Stax.
If everything above fails, try restarting your Ledger Stax and your phone.
I have a "No workspace found" error displayed when logging in
This means that the Ledger Stax device you used has not been onboarded in any Ledger Enterprise workspace and / or that you used a Ledger Stax that hasn't been endorsed for a Ledger Enterprise usage.
On your Ledger Stax, go in Settings > About this Ledger > Custom certificate and endorsements > Main endorsement. There should be a pubkey available here. If not, then your device cannot be used to log into a Ledger Enterprise workspace.
Contact an administrator of your workspace to make sure that your Ledger Stax has been properly onboarded on your workspace.
Why does an error occur while reviewing a request?
An error during review can happen for several reasons:
Your request has already been reviewed by someone else
Your current request might still be in cache on your phone, but not on servers. Someone else might have already approved or rejected the request. Go in your list of requests, and pull down the list to refresh it.
The connection between the Ledger device, your phone, and the server has been severed
When trying to send the confirmation to your app, your Ledger device might have had a connection issue. Please trying going through the review again, keep the Ledger device close to your phone, and make sure your phone remains unlocked and connected to the Internet.
Your phone was locked during the review
If you lock your phone during the review, this might impact the connection and thus prevent the review confirmation from being registered. Make sure you are not locking your phone during the review.
The app was sent to the background
During the review, if you go back to the launcher on your phone, or switch to another application, then the operating system might act on the Ledger Enterprise app, thus preventing it from handling the confirmation from the review. Please go through the review again and keep the Ledger Enterprise app opened.
You tried all this but the error still happens?
Please log into the Ledger Enterprise platform on desktop, and check if the request you are trying to review is there. If it's not, please create a support ticket.
Why am I being logged out?
The session only lasts for 15min when biometrics are OFF
If you did not activate biometrics in the app, your session will last for 15 minutes only (refreshed when refreshing lists, or conducting reviews). Then you will be required to use your Ledger device again to log in. To turn biometrics ON, please follow this procedure:
Log in
Tap on your avatar in the top left corner.
Turn on the biometrics.
Follow the instructions of your operating system.
You must log out and log back in for the change to apply.
The session lasts for 7 days when biometrics are ON
For security measures, you will be prompted to log back in every 7 days if you turned the biometrics ON.
Your access has been revoked
An administrator of your workspace can suspend your access or revoke it entirely. Please contact your administrators if you are being logged out and can't log back in.
Something went wrong with your session token
For security measures, if anything goes wrong with your session token, the app will log you out and require you to use your Ledger device to log back in. If it happens to you regularly, please create a support ticket.
Can't find your answer here?
For any other issue please create a support ticket.
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