SAP Knowledge Base Article - Public

3737820 - SuccessFactors Mobile - Pay Statement not loading for users

Symptom

Pay Statement PDF files are not loading in the SuccessFactors mobile app. The behaviour occurs on both Android and iOS devices, including devices running the same OS version. These files are properly opened in the browser and in desktops.

These are the errors happening:

  • "Try again. Unable to load data.".
  • "It's not possible to open the document because it's corrupted or damaged."
  • "It's not possible to load data. Try again. If the issue persists, contact your administrator to get help."

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

Environment

  • SAP SuccessFactors HCM Suite
  • SAP SuccessFactors HCM Core 2505
  • SAP SuccessFactors Mobile

Reproducing the Issue

  1. Open the Mobile App
  2. Go to Employee profile
  3. Go to pay statement, open PDF attachment
  4. The PDF content is not loaded

Resolution

The engineering team has already fixed this issue locally and is currently working on a patch release. The target release date for this fix is around April 13th, 2026 with the next release.

The workaround solution is under  “Company Setting and Logo Settings”turn off “Enable Full Profile for the latest People Profile”.

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See Also

Keywords

SF, Mobile, Mobile APP, SFSF Mobile App, 1H 2026,Release, ios, android, [MOB-116418]
, KBA , LOD-SF-PLT-MOB , Mobile Issues , Known Error

Product

SAP SuccessFactors HCM Core 2505