1. “We’re Having Trouble Logging You In”
This is the most common generic login error. Try these fixes in order:Clear browser cache and cookies
Clear cache and cookies for your Unbound domain (either
gateway.getunbound.ai or your organization’s custom domain), then try again.Try incognito / private browsing
Open an incognito or private browser window and attempt to log in. This rules out extension or cache conflicts.
Verify the correct URL
Make sure you’re using the right portal URL:
- Direct customers:
https://gateway.getunbound.ai/ - Enterprise customers: Your organization’s custom domain (ask your admin if you’re not sure)
2. Login Error After Email Domain Change
Scenario: Your company changed email domains and you can’t log in. Why this happens: Your Unbound account is linked to your old email address. The system doesn’t recognize your new email. How to fix: Contact your organization administrator and ask them to either:- Update your email address in the Users page in the Unbound dashboard
- Re-provision your account via Okta/SCIM with the new email domain
- Remove your old account and re-invite you with the new email
If your organization uses SCIM auto-provisioning, your IT admin needs to update the SCIM configuration to use the new domain before your account can be updated.
3. “Organization Doesn’t Exist” Error
Why this happens: Your account hasn’t been provisioned in Unbound yet. How to fix: Ask your organization administrator to:- Go to Users in the Unbound dashboard sidebar
- Click Invite Users
- Enter your email address and assign appropriate permissions
- Or provision you through your company’s Okta/SCIM setup
4. “The Email or Password Provided Is Incorrect” (Okta SSO)
Why this happens: The Okta integration hasn’t fully provisioned your account. How to fix:- Ensure the Unbound application is assigned to you in your Okta admin console
- Ask your IT admin to verify the SCIM provisioning completed successfully — check the Okta provisioning logs for errors
- Try logging out of Okta completely (all sessions) and logging back in
- Clear your browser’s Okta cookies and re-authenticate
5. OAuth/SSO “invalid_grant” or “invalid_rapt” Error
Why this happens: Your OAuth authentication session has expired, been revoked, or requires re-authentication. How to fix:6. “Unable to Login” With No Specific Error
When there’s no clear error message, work through this checklist:- Clear browser cache and cookies for the Unbound domain
- Try a different browser (Chrome, Firefox, Edge)
- Verify you’re using the correct email address
- Check with your admin — has your account been created/provisioned?
- Check your network — are you behind a VPN or firewall that might block the login?
- Disable browser extensions — ad blockers or privacy extensions can interfere with SSO flows
7. New Member “Get Started” Popup Blocking Access
Scenario: You’ve been added as a member but see a “Get started! Please contact your admin…” popup on every page except Settings. How to fix:- Your admin needs to grant you access in the Users page and ensure you have the correct permissions
- Go to Settings (which remains accessible) and verify your account details
- Ask your admin to check that your permissions are correctly configured
When to Escalate to Support
Contact support if:- You’ve tried all steps above and still can’t log in
- You see a server error (500) or the page won’t load at all
- Your admin has verified your account exists but you still can’t access it
- Your email address
- A screenshot of the error message
- Which login method you’re using (email/password, Okta SSO, Google SSO)
- Your organization name