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Troubleshooting: Confirming Single Sign-On (for Admins)

Troubleshooting: Confirming Single Sign-On (for Admins)

Owned by Rebecca Kornblum
Last updated: May 29, 2025

Description

This article is for admins helping users with Single Sign-On issues.

Problem

The user cannot log in using SSO.

Solution

  1. Select User Registration from the Admin tab.

    image-20250521-020449.png


  2. Locate the user who is having the issue.

    image-20250521-020645.png

     

  3. Click the Edit (pencil) icon.

    image-20250521-020759.png

     

  4. The User Registration page opens for that user.

    image-20250521-021450.png

     

  5. Click the key next to the user’s email address.

    image-20250521-021902.png

     

  6. The SSO Email field for the user opens below the Email field.

    image-20250521-025100.png

     

  7. Direct the user to contact their organization’s IT department to get their SSO Tenant Email Address.

  8. Confirm that the user’s SSO Tenant Email Address matches the SSO Email Address listed in the User Registration.

 

If the email addresses do not match…

You have found the issue. Follow these steps to resolve the issue.

  1. Update the SSO Email Address in the User Registration to match the the user’s SSO Tenant Email address.

  2. Click Update.

  3. Instruct the user to enter the updated email address in the SSO Email Address bar and attempt to log in again.

    • If the login is not successful after the SSO emails match, instruct the user to open a Customer Support ticket.

If the email addresses do match, …

If the login is still not successful, instruct the user to open a Customer Support ticket.