---
title: Identity Troubleshooting
description: Understand and overcome SSO sign-in failures, social-login mix-ups, domain verification problems, and SCIM provisioning refusals in the BriefCatch online app.
---

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# Identity Troubleshooting

## Understand and overcome SSO sign-in failures, social-login mix-ups, domain verification problems, and SCIM provisioning refusals in the BriefCatch online app.

Most identity problems are one of a small set of known states rather than a fault. Work through the section that matches what you are seeing.

### The most common problem: signing in the wrong way

**Symptom:** you can sign in, but your organization’s plan, credits, or documents are not there.

The **Continue with Google** and **Continue with Microsoft** buttons are **social login for individual accounts**. They are not your organization’s SSO connection, even when the provider is the same company. Signing in that way creates or reuses a personal identity that is separate from your organization’s, so none of your organization’s entitlements apply.

**What to do:** sign out completely, then sign in the way your organization provided. If your organization enforces SSO you will see **“Your organization requires single sign-on.”**

This is also why an invitation should be accepted from the invited address rather than an existing personal account with the same email spelling.

### Sign-in errors

- **“Login failed”** or **“SSO authentication failed”** — retry once. If it persists, confirm you are using the same identity provider account your invitation was sent to. A personal account with the same email address is a different identity.
- **“This verification link has expired”** or **“This reset link has expired”** — request a new one. Links are single-use and time-boxed by design; retrying the old link cannot work.
- **“Organization membership is still being confirmed”** — an invitation acceptance is still processing. Wait a moment before retrying.

### SSO does not appear, or cannot be enabled

Work down this list:

1. **Is a domain verified?** The SSO screen shows **“Verify a domain before enabling SSO”** until one is. See [Verified domains](https://support.briefcatch.com/home/web-app/verified-domains?hsLang=en).
2. **Is your role admin or owner?** Identity settings are not visible to members.
3. **Does your plan include enterprise SSO?** It is an Enterprise capability.
4. **Is the right organization active?** The picker in the header decides which membership applies.

### “Run a passing test sign-in first”

Enforcement is gated on a passing test sign-in that is **newer than the last configuration change**. The full message is:

> Run a passing test sign-in first. Enforcement needs a passing test newer than the last configuration change.

If you tested successfully and then edited any field, that test no longer counts. Re-run it. This is the most common reason enforcement is refused when the connection looks healthy.

### Test sign-in fails

Check these in order, because each one is a different system:

- **The certificate or metadata URL.** A stale signing certificate is the most common cause. Re-read your provider’s metadata rather than editing values by hand.
- **The ACS URL and Entity ID in your provider.** They must match what the BriefCatch SSO page shows, exactly.
- **The email claim.** Your provider’s application must release the user’s email address; it is what BriefCatch matches on.
- **The tenant or workspace domain.** For Entra ID this is the directory domain, often `example.onmicrosoft.com`, which is not always the same as your email domain.

Test sign-in exists so failures land on you rather than on your whole organization. Do not enable an untested connection to “see if it works in production.”

### Domain verification problems

- **The check fails right after publishing the record.** DNS propagation takes time. Check again rather than replacing the challenge.
- **“The DNS proof could not be verified. The domain remains pending.”** The expected state before propagation completes.
- **“This domain conflicts with an existing verified claim.”** Another organization already holds a verified claim on it. Contact BriefCatch support if your organization controls it — that is the intended route. (A plainer *“The domain could not be added”* is the general fallback for other failures, not the collision case.)

### SCIM provisioning refusals

These are deliberate refusals, not transient errors. Retrying will not change the outcome.

- **A deprovision that would remove the last owner is rejected.** Transfer ownership inside BriefCatch first. See [Roles and permissions](https://support.briefcatch.com/home/web-app/roles-and-permissions?hsLang=en).
- **An inactive organization does not accept provisioning.**
- **A user outside your organization’s scope is rejected.** Check that your provider is scoped to the right group or directory.
- **SCIM options are unavailable entirely.** Confirm SSO is connected first — **“Connect SSO before setting up SCIM.”**

### The SCIM token is lost

Tokens are shown once, in the **“Save this SCIM token now”** dialog, and cannot be retrieved afterwards. Create a new token and update your identity provider with it. Do not ask support to read one back to you; nobody can.

### [Contacting support](https://dev.docs.brief-catch.com/help/identity/troubleshooting/#contacting-support)

Include the identity provider you use, the connection type you chose, the exact visible error, and the approximate time. Never send a SCIM token, a password, or a signing key’s private half — to BriefCatch support or to anyone who asks for them under that pretense.

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