Symptoms
Unable to log in or access LaunchDarkly account.
Errors during the sign-in flow:
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Invalid email or password -
Login temporarily disabled; too many failed attempts. -
Error signing in with Google. If you have an existing account, sign in with your email address. -
invalid_request: New users must be provisioned through SCIM. Please ask your administrator to provision your account.
Cause
Login issues can be divided into the following:
Solution
Follow the steps to diagnose and troubleshoot the issue:
Note: Email addresses are case-sensitive.* You must use your email address to join a LaunchDarkly account. The email address you enter during initial setup is case-sensitive. Future attempts to log in with that email address will fail if you use different casing.
*For SSO, email addresses must be in lowercase letters.
Using Single Sign-On (SSO)
If your account uses SSO to access LaunchDarkly, first-time users who have been provisioned need to access LaunchDarkly through an Identity Provider (IdP). If you still experience trouble, confirm with your SSO admin to ensure the account is configured correctly.
Don’t use the Continue with Google button if you use Google SSO. If you do, you will receive the following error: Error signing in with Google.If you have an existing account, sign in with your email address. This method doesn’t go through your IdP, and instead authenticates through your Google account. Your identity in your IdP has been granted access to LaunchDarkly, while your Google account is a different resource.
Using SCIM
If you believe you should have access or you receive the error: invalid_request: New users must be provisioned through SCIM. Please ask your administrator to provision your account, then you’ll need to reach out to your SSO admin and request them to provision users or grant you access.
Not using SSO
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Attempt resetting your password.
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If this doesn’t work, review the list of password reset problems, including how to resolve not receiving a password reset email.
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The most common reason for not receiving the password reset email is that you are not yet part of your LaunchDarkly organization.* You must first accept the invitation to your organization's LaunchDarkly account to gain access.
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An Admin or Owner must follow the flow of adding members to LaunchDarkly, which will initiate the invitation link. If the invitation has expired, they can resend it by clicking on the member's name in the Members list.
*This can also occur if your account was previously associated with the email address, but your organization removed access.
Using Google OAuth
If you use the same email address with multiple LaunchDarkly accounts and one of those accounts uses Google OAuth as the SSO provider, you must use the Continue with Google button to sign in to your accounts. If you want to revert to using a username and password, follow the steps: How to switch from username and password to Google OAuth.
Multi-Factor Authentication (MFA)
If you cannot sign in using multi-factor authentication, an Admin or Owner of your LaunchDarkly account must issue an MFA reset. To reset MFA, they must navigate to the Members tab on the LaunchDarkly dashboard, find the team member, and then click Edit. The administrator will now have the option to issue a recovery code.
If the Owner is unable to access using MFA, contact Support.