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How can I resolve SSO login issues reported by customers in the Customer Portal?
If your customers are unable to access the Customer Portal using SSO, you can try the following basic troubleshooting steps:
| Error | Reason | Solution |
|---|---|---|
| Signature Validation failed | The private key used for signing the SAML Response at IdP and the uploaded public key do not match. | Upload the new certificate to your Zoho Billing Portal SSO configuration page. |
| You are not a registered SAML user. Please register before using SAML authentication | The user does not belong to that particular organization. | Create a customer with the email address in your organization and enable portal for that customer |
| Authentication failed | Your login at the Identity Provider has failed. | 1. You might have entered Invalid credentials. Recheck the username and password provided at IdP. 2. You are not authorized to access the application, or the App is not assigned to you by the identity provider. |
| Invalid SAML response received | Response format invalid. | IdP issue or the response is corrupted. |
| Destination attribute is not present | The destination attribute in your SAML response does not match the ACS URL. | The destination attribute must be the same as ACS URL. |
| Invalid subject confirmation data specified | SubjectConfirmationData is invalid if: It has a Recipient value that does not match the current URL target where the response is being validated. | Recheck your SAMLresponse and try again. |
| Email address not valid | The email address or login name provided is not valid. | Please specify a valid email address and make sure the NameID format is Email Address. |
These fixes can resolve your customers’ sign in issues with SSO. If the issues persist, you can reach out to our support, support@zohobilling.com for further assistance.
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