Identify where sign-in fails
Determine whether the problem is opening settings, saving configuration, reaching your identity provider, returning to Voiceflow, or accessing a workspace. Keep any working administrator session open. Record the time and exact error before making changes.
Choose the symptom
Confirm that the organization is on Enterprise and that you have organization administrator access. Workspace administrator access alone is not enough. Contact your Customer Success representative to confirm the organization and permissions if the page is missing or saving fails with an authorization error.
Saving reports Invalid SAML configuration
Saving reports Invalid SAML configuration
Check the provider’s entity identifier and sign-in URL with your identity-provider administrator. Confirm that the certificate is complete, correctly formatted, and unexpired. Recheck the saved values: validation runs after persistence, so a failed save does not guarantee rollback. If the problem remains, contact Voiceflow before further changes.
Your email does not route to the identity provider
Your email does not route to the identity provider
Check the work email domain you entered. Ask Voiceflow to confirm that the domain is registered to the intended organization. Newly renamed domains need to be added by Voiceflow; assigning a user to an application or workspace does not register their domain.
The provider rejects access or Voiceflow rejects the response
The provider rejects access or Voiceflow rejects the response
Have your identity-provider administrator check application assignment, the audience, the exact callback URL, the signing certificate, and the email identifier. Use the settings reference. For a legacy connection, confirm the callback with Voiceflow before replacing it. An expired certificate or mismatched audience can prevent authentication even when the provider login succeeds.
You see User already exists
You see User already exists
The account may already be associated with a different SAML provider. Contact Voiceflow to review the account association and migration. Do not delete the account or use another email to work around the conflict.
Sign-in succeeds but the workspace is missing
Sign-in succeeds but the workspace is missing
Confirm that you used the email belonging to the intended Voiceflow account. Ask your administrator to check organization membership, workspace access, and role. Successful authentication does not grant all workspaces. Contact Voiceflow if an existing account needs migration into the organization.
No administrator can sign in
No administrator can sign in
Contact your Voiceflow Customer Success representative for access recovery. Describe the last configuration, certificate, or domain change and whether anyone still has an active administrator session. Do not assume that a normal password reset can recover an SSO account.
Verify the fix
Repeat the original sign-in in a separate browser session. Confirm both the return to Voiceflow and access to the intended workspace. After a certificate or domain change, test an affected user and a user whose access should remain unchanged before closing the working administrator session.
What to share with Voiceflow
Provide your organization or workspace name, affected email domain, identity-provider name, timestamp and time zone, exact error, last relevant change, and whether the problem affects new or existing accounts. Include whether it occurs from the Voiceflow login page or the provider’s application launcher. Use your established support channel. Never send passwords, private keys, session tokens, or raw SAML responses in an ordinary support message.