Overview

Single sign-on (SSO) lets you sign in to OnBoard using your organization’s company login. If the Sign in with SSO option does not appear, or SSO sign-in fails, the issue is usually related to your organization’s SSO setup, your account access, or an email mismatch.

SSO works only when:

• SSO is enabled for your organization.
• Your OnBoard account already exists.
• Your OnBoard email address matches the email or username used by your identity provider.
• Your identity provider is correctly configured.

This article applies to OnBoard on web and mobile.

Symptoms

Common signs of this issue include:

• The Sign in with SSO option does not appear.
• SSO sign-in fails.
• SSO sign-in loops or does not complete.

Resolution

For users

1. Use the Sign in with SSO option or your organization’s SSO sign-in link.
2. If the SSO option is missing, ask your administrator to confirm that SSO is enabled for your organization and your account.
3. Make sure you are signing in with the same email address you use for your company login.

For administrators

1. Confirm that SSO is enabled for your organization.
2. Confirm that the user is assigned to OnBoard in your identity provider.

3. Confirm that the user’s email address or UPN matches their OnBoard account.

   OnBoard accounts must already exist. SSO does not automatically create new users.

4. If SSO suddenly stopped working for everyone, check whether the identity provider signing certificate has expired.
5. If needed, update the expired certificate using your organization’s SSO configuration process.

Additional notes

If the issue continues, administrators should contact Support and provide:

• The affected user or users.
• The identity provider your organization uses.
• Any error messages the users are seeing.
• Whether the issue affects one user, several users, or everyone.

Related Guides

• How to Sign In Using Single Sign-On (SSO)
• SSO - IT - Single Sign-On Application Setup
• SSO - Single Sign-On Overview and Set-up Requirements