This error is typically caused by the user account not having CM Mobile assigned in User Manager. To resolve this:
Log in to CM New World and open User Manager.
Locate and open the relevant user account.
Confirm CM Mobile is listed under Assigned Applications. If not, assign it.
Click Edit next to the CM Mobile application, then click Next.
Confirm the carer has been assigned to the user account.
Click Next, then click Complete, then click Save User.
Once CM Mobile has been assigned to the relevant carer record, the error should no longer appear.