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Invalid SSO User Error (Email Mismatch)

If you receive an “Invalid SSO user” error when trying to log in, it is typically caused by a mismatch between the email address in SubItUp and the email used during Single Sign-On (SSO).

Why This Happens

SubItUp matches SSO logins based on the email address provided by your organization’s identity provider.

If the email used during SSO does not exactly match the email on your SubItUp account, access will be denied.

Example:

  • SubItUp account email: user@school.edu
  • SSO login email: user123@school.edu

Even small differences will trigger the error.

How to Fix It

1. Confirm Your SSO Email

Contact your organization’s IT team to confirm:

  • Which email address is being used for SSO authentication
  • What email attribute is being passed to SubItUp

2. Align the Email Address

Once confirmed, ensure the email:

  • Matches exactly between SubItUp and your SSO provider
  • Is consistent across all systems

3. Update Your SubItUp Account (If Needed)

After confirming the correct email with IT, contact SubItUp Support to:

  • Update your account email
  • Ensure it aligns with your SSO login

Important Note

SubItUp cannot override or change the email used during SSO authentication. This must be configured by your organization’s IT team.

Need Help?

If you have confirmed the correct email with your IT team, SubItUp Support can assist with updating your account to match. Please submit a support ticket HERE.