> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getunbound.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Login and Authentication Errors

> How to fix common login issues including SSO errors, Okta provisioning, email domain changes, and authentication failures on Unbound

## 1. "We're Having Trouble Logging You In"

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

<Steps>
  <Step title="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.
  </Step>

  <Step title="Try incognito / private browsing">
    Open an incognito or private browser window and attempt to log in. This rules out extension or cache conflicts.
  </Step>

  <Step title="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)
  </Step>

  <Step title="Try a different browser">
    If the above doesn't work, try Chrome, Firefox, or Edge to rule out browser-specific issues.
  </Step>
</Steps>

## 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

<Note>
  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.
</Note>

## 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 Users**
3. Enter your email address and assign appropriate permissions
4. 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:**

<Steps>
  <Step title="Log out completely">
    Sign out from all Unbound sessions.
  </Step>

  <Step title="Clear browser cookies">
    Clear cookies specifically for the Unbound domain.
  </Step>

  <Step title="Re-authenticate from scratch">
    Don't use any saved or cached sessions.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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

**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

<CardGroup cols={2}>
  <Card title="CLI Authentication" icon="terminal" href="/cli/authentication">
    Authenticate via API key as an alternative to browser login
  </Card>

  <Card title="Find Your API Key" icon="key" href="/support/api-keys/finding-your-api-key">
    Locate your API key to use with tools and the CLI
  </Card>
</CardGroup>