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1. “We’re Having Trouble Logging You In”

This is the most common generic login error. Try these fixes in order:
1

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.
2

Try incognito / private browsing

Open an incognito or private browser window and attempt to log in. This rules out extension or cache conflicts.
3

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)
4

Try a different browser

If the above doesn’t work, try Chrome, Firefox, or Edge to rule out browser-specific issues.

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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
  • Ask your admin to re-invite you on the new email domain from Users → Invite User
  • Remove your old account and re-invite you with the new email
If your organization syncs users from Okta, that sync brings over user attributes — name, manager, department and suspension — but not group membership, and it does not create accounts on a new domain. Your admin invites you directly in Unbound.

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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:
  1. Go to Users in the Unbound dashboard sidebar
  2. Click Invite User
  3. Enter your email address and assign appropriate permissions
  4. Or, if your organization syncs from Okta, confirm your Okta account is active — a suspended Okta user is deactivated in Unbound

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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 confirm your Okta account is active — an Okta account marked SUSPENDED deactivates the matching Unbound user, and reactivating in Okta does not automatically reactivate in Unbound
  • Try logging out of Okta completely (all sessions) and logging back in
  • Clear your browser’s Okta cookies and re-authenticate

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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:
1

Log out completely

Sign out from all Unbound sessions.
2

Clear browser cookies

Clear cookies specifically for the Unbound domain.
3

Re-authenticate from scratch

Don’t use any saved or cached sessions.
4

Check your identity provider

If using Google SSO, verify your Google account session is still valid and hasn’t been revoked by your admin. If your org recently changed SSO settings, you may need to re-authorize the Unbound application.

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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

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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

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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
Please include in your support message:
  • Your email address
  • A screenshot of the error message
  • Which login method you’re using (email/password, Okta SSO, Google SSO)
  • Your organization name

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