If you're encountering the error message "Your SAML identifier does not match our records." when trying to login, it typically means there's a discrepancy between the information your company's identity provider (IdP) is sending and what our system has on file for your account.

Here are the most common reasons for this error and how you can troubleshoot it:

1. You might not be assigned to the application in your company's system.

What to do: The first step is to reach out to your internal IT team. Ask them to verify that your user account is correctly assigned to the specific application you are trying to access within your company's Identity Provider (e.g., Okta, Azure, etc.).


2. The format of your username or identifier might be incorrect.

What to do: Confirm the expected login method. Our system might be expecting you to log in using your email address, while your company's IdP might be sending a different identifier (like a username). Ask your IT team what identifier format they have configured for the application in their IdP. If your IT team has provided you with an alternative identifier (like a specific username), try logging in with that instead of your email address.

If you have gone through these steps and are still encountering this error, please contact our support team with a screenshot of the error, the impacted user's email address, and list what troubleshooting steps you have already tried. You can contact our support team by filling out this form, please select "Other" under the Product Support Inquiry Type.