Skip to content
  • There are no suggestions because the search field is empty.

Single Sign On (SSO) Troubleshooting

If you're running into an issue signing in to Albi with Single Sign-On, this article covers the most common problems and how to resolve them. For an overview of how SSO sign-in works, see Signing in to Albi with Single Sign-On.

"Email doesn't match" error

What you'll see: After signing in with Microsoft or Google, you're sent back to Albi and shown an error that the email on your provider account doesn't match the email you attempted to sign into Microsoft or Google with. What's happening: Albi requires the email address on your Microsoft or Google account to be exactly the same as the email you are attempting to login to Albi with. If the email on your Microsoft or Google account is different from what's on your Albi staff record, Albi will reject the sign-in.What to do: Verify the email address that you are logging into Albi with matches the email account you are verifying in Microsoft or Google. 

"I don't see an SSO option for my provider"

What you'll see: On the second step of the Albi sign-in page, you don't see the Microsoft or Google button you were expecting — only a password field, or only a different provider's button.

What's happening: Your company may not have enabled the provider you're trying to use, or SSO may not be turned on for your company at all.

What to do: Contact your company's Albi admin and ask which provider to use. SSO settings are controlled at the company level, and only your admin can change which providers are available.

"Albi keeps sending me to Microsoft/Google when I want to use a password"

What's happening: Once you've successfully signed in with SSO, Albi remembers which provider you used and sends you straight to that provider on every future sign-in. This is by design and is meant to make sign-in faster after the first time.

What to do: If your company has SSO set as required, you can't sign in with a password — you'll need to keep using SSO. If your company has SSO set as optional, your admin can update your account or company-level settings if you need a different sign-in path. Reach out to your admin first.

"I was using Albi fine, then suddenly got logged out"

What's happening: This usually means your company changed its SSO settings — for example, removing a provider you had been using to sign in. When that happens, your existing session ends and you'll need to sign in again under the new rules.

What to do: Sign in again following whatever your company's current SSO setup requires. If you're not sure what changed, ask your admin.

"I can't sign in at all — it just doesn't work"

If none of the issues above match what you're seeing, try the following in order:

  1. Double-check the email you're entering on Albi's sign-in page. It should be the same email as the Microsoft or Google account you're trying to sign in with.
  2. Make sure you're a staff member in Albi. SSO doesn't automatically create accounts. Your company admin needs to have added you as a staff member with the matching email address before you can sign in.
  3. Try signing in to your Microsoft or Google account directly first (e.g. open Outlook or Gmail in another tab and confirm you can sign in there). If you can't sign in to your provider account, you won't be able to sign in to Albi via SSO either — it's a provider-side issue.
  4. Try a different browser or clear your browser's cookies for albiware.com. Stale session data can occasionally interfere with the sign-in redirect.
  5. On mobile, make sure you're on the latest version of the Albi app. Older versions may not fully support SSO.

If none of those resolve it, contact Albi Support with:

  • The email you're trying to sign in with
  • Which provider (Microsoft or Google)
  • The exact error message you're seeing (a screenshot is ideal)
  • The name of the company in Albi you're trying to sign in to

Who controls SSO settings?

SSO is configured at the company level in Albi by an admin with permission to manage company settings. Individual staff users can't change SSO settings for themselves — including which provider is required, whether a password fallback is allowed, or who can use SSO. If something about your company's SSO setup needs to change, contact your company's Albi admin.

Still stuck?

Reach out to Albi Support and we'll help you sort it out. The information in the bulleted list under "I can't sign in at all" above is exactly what we'll need to investigate, so including it in your first message will speed things up.