This article catalogs the SAML SSO login errors we've seen reported by customers, along with their root causes. Use it alongside Configuring SAML SSO and Logging into Air with SAML SSO when triaging a login issue.
Error / Symptom | Root Cause | Notes / Recommendations |
Redirected back to standard login screen after IdP auth | The user is not assigned to the Air app in their IdP, or there is an app/group assignment issue | Ask an IT admin to confirm you are assigned to Air in the organization's IdP |
"Invalid SAML response received: PreSignUp failed with error Not a valid email" | The username or email attributes are not mapped correctly in the IdP. |
|
"Account unverified" | Often occurs after a domain/email change, or duplicate accounts across old/new email. | Email help@air.inc from preferred email address. In the body of the email include all email addresses that were previous used to log in to Air. |
Infinite login loop, bounced repeatedly to login page | Often occurs when there are multiple emails/accounts for one user, or Cognito rejecting the handshake. |
|
"Unable to complete sign-in" | Underlying cause varies — e.g. duplicate accounts across active/disabled user records sharing an email alias | Email help@air.inc from preferred email address. In the body of the email include all email addresses that were previous used to log in to Air. |
If you're experiencing a SAML login issue not listed here or the issue is persisting after troubleshooting, email help@air.inc with a screenshot of the error and, if possible, the email address used to attempt login. We'll get it sorted!