Trello isn't allowing a new user to log in to our workspace - help please!

[Zoe Moutsopoulos]

We have a premium workspace, and when a new team member joins one of our trello admins creates an account for them and adds them to the workspace, when they start they just need to click the link in the invite email to finish setting up their account and get logged in. This is how it's always worked for the past three years and 100+ team members, until now.

We had a new starter join this week, set up their account in the usual way, but when they log in they get a message saying 'user is not assigned to this application' which looks like our organisation has enabled some sort of single sign on that may have broken our usual way of creating accounts for our users. We have tried clearing cache, different browser, private browsing window, different device etc but we haven't been able to resolve it.

Any help or suggestions on what to try would be much appreciated! 

[Kinga_Getint]

That error usually isn’t from Trello itself but from your company’s SSO setup through Atlassian Access. Once your organization claims a domain and enforces SSO, new users can’t just “click the invite link” anymore, they also need to be assigned to the Trello application in your identity provider (for example Okta, Azure AD, Google Workspace, etc.).

A few things your admin can check:

• Confirm that the new starter is listed in your IdP and is actually assigned to the Trello app.
• If domain claim is active, make sure they’re verified and provisioned correctly.
• As a test, invite the user with a personal email (like Gmail) to confirm the issue is related to SSO and not Trello.

So in this case the fix will come from your org’s identity provider, an IdP admin needs to assign the user to Trello in the SSO configuration. After that, the login should work as expected.