Connectivity with Android App
Its important to know that a modern smart phone has more that one "channel." For example a voice phone call uses a "channel" that is different than a text or sms message. It is very common that you can make a phone call, but you cant browse the internet.
Its also important to know that data to an app such as IDS has a totally different "path" than email or your phone's internet browser. While it is rare, it has happen that a phone can go to a website, but all 3rd Party Apps cant access the internet.
Make sure the phone is not in "Airplane" Mode.
Check the phone's signal strength icon to ensure you have enough signal strength.
Check to make sure the phone is not in Emergency Mode. Most of the time this is displayed with an "E" beside the signal strength icon. If this is the case, call you phone's provider.
Check to make sure your phone is not "Roaming". Unless you have a Roaming Package, you may have your phone's data blocked by your phone's provider.
Open up your phone's internet browser. Do a search or go to a website, !!that you have never been to on the phone!! If you cant view the page, call your phone's provider.
Open up another app that is !!NOT!! Facebook, Twitter, Instragram or another well known app and see if that app can connect. Do note that Facebook type apps are not 3rd Party apps and have a different "channel." If the other apps cant connect to the internet, call your phone's provider.
If your phone has a removable battery, pull the battery out, count to 30, then put the battery back in the phone.
If your phone does not have a removable battery, restart the phone.
Check to see if other phones can login to IDS. If other phone's can login IDS, there could be something faulty with that phone. Call your phone's provider.
If the above does not solve your problem, please:
In the support ticket, provide us with the phone model, android verision number and the account id, user id and password you are trying.