sign-in problem with SSO (google)

Question

I'm locked in a loop when trying to access trello using google.

As soon as I am logged in I am asked to create a new trello account - but I want to access my existing one.

The same happens with other browsers and in private mode, and on another device as well.

Any help is appreciated.

Blair at Atlassian · Answer

Hey Josh, it sounds like the user might have another account under a different email address. Sometimes it can help to ask the user to use an incognito browser and try to log into Trello with any other email address that might be linked to their account.

We can help investigate this if the user still requires assistance. I'd recommend to submitting a ticket via https://support.atlassian.com and sharing the email address of the user, and any board URLs that might be linked to the primary Trello account. Those details can help us dig further into the issue and provide a path forward!

Joshua Smith_gtpuho · Answer

I have a user with this same problem.  Not sure how to overcome this.  She logs in and she is immediately asked to create a new trello accont.  How can we access the existing account?

Carolina Lopez_rbdu5v · Answer

Hi HS, welcome to the Atlassian Community!

I checked the email address you used to submit your post, and it appears that there wasn't an account created at the time you posted your question. However, I found another account that seems to belong to you, registered with a different email address within the same domain.

Could you please confirm whether you could log in to the correct account? If you’re having trouble, I'd be happy to send a password reset email to help you access the correct email address.