3662830 - "Contact Support" Button Not Responding in SAP SuccessFactors Mobile App

When users navigate to the Payroll Information section in the SAP SuccessFactors mobile app, they see the following message: "Your payroll system is not configured to work with the SuccessFactors mobile app. Please contact your IT administrator."

However, on clicking the "Contact Support" button does not trigger any action—no new screen opens, and no feedback is provided

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental 

SAP SuccessFactors Mobile App

This issue occurs when the "On Device Support" setting is disabled in the mobile app. The "Contact Support" feature depends on this setting to function correctly.

1. Go to Admin Center in SAP SuccessFactors.
2. Navigate to Mobile Settings.
3. Under the "Enable Mobile Features" tab, locate the "Mobile Specific" section.
4. Find the setting labeled "On Device Support".
5. Ensure the checkbox is enabled.

Once the above steps are maintained, "Contact Support" button is available as provided in below screenshot

MOB-90518 - Enhancement to Payroll User Experience in iOS and Android Apps
3595291 - SAP SuccessFactors Integrations Release Summary – First Half 2025 (1H 2025)
Enhancement to Payroll User Experience in iOS and Android Apps

SuccessFactors Mobile, Mobile, Android, Contact Support, MOB-90518, iOS, Mobile settings, SuccessFactors mobile app , KBA , LOD-SF-INT-MAS , SF Mobile APP Pay Statement Mashup , Problem