Problem
A first-time user with the email domain @customerdomain_2.com, while the account is configured for @customerdomain_1.com, encountered the following login errors during their initial SAML authentication attempt:
“Invalid Login Method”
“This user may be incorrect”
Explanation of the Issue
The root cause was related to how the user's account was initialized during their first SAML login attempt using Just-In-Time (JIT) Provisioning.
When a new user authenticates through SAML for the first time, the system attempts to create their account instantly. In this case, the SAML configuration itself was correct; however, the errors—“Invalid Login Method” and “This user may be incorrect”—occurred because the initial login attempt resulted in a corrupted or partially provisioned user record.
What Happened
The initial SAML transaction did not complete successfully (potentially due to a temporary network issue, session conflict, or stale browser data).
This resulted in a “ghost” or incomplete user entry for the user in the database.
The incomplete record prevented subsequent login attempts from completing, even though the SAML setup and domain mapping were correct.
How can it be Resolved
- Attempt login using incognito mode or by clearing the browser's history
- If error persists, delete impacted user record and re-add. This will allow user login to be treated as true first-time login
Self Resolution Guide
To help your team diagnose and resolve similar single-user issues, please follow this troubleshooting guidance:
If the User Experiences…
| Issue | Likely Root Cause | First Action (User) | Second Action (If #1 Fails) |
| “Invalid Login Method” or “Username is Incorrect” (single user) | Temporary browser session conflict or stale data | Clear cache & cookies OR try logging in via an incognito/private browser window | Report the issue via Contact Support with the username so the user record can be reviewed, deleted, and re-provisioned if needed |
| Login failure for all users within a domain | A change in the central SAML configuration (NameID, certificate, domain whitelist, etc.) | Review IdP configuration |
Contact Support immediately for investigation Share HAR file while reproducing the issue |