Unable to Create New User

Question

Send invite to a new user - she tries to complete the process and gets the error:

Oops, there was an error logging you in.

login.forbidden.handle-linked-saml-users.update-linked-primary-user-email-failed-400.content

We have tried deleting and resending - still the same error over and over.

Petter Gonçalves · Answer

Hello Jennifer,

This error usually happens when there are two Atlassian accounts involved and the user is trying to log in using an email address (E-mail A), the SAML response is delivering it correctly, but somehow the SAML ID link is tied to another Atlassian Account with other e-mail (E-mail B) .

The reason for the error is that IdPlat will try to change the email address from E-mail B to E-mail A to match the Identity Provider but can't do that because there is already an Atlassian account with that email address on our IdPlat user base.

To confirm that, we need to have a look at the SAML response being logged in your user's browser which contains some personal details of your account which can not be provided on Community Channel. Please, perform the following steps so we can troubleshoot and fix this problem as soon as possible for you:

- Follow the instructions on the KB below to get the SAML response mentioned before

How to View a SAML response in your browser for troubleshooting

- Once you have that information, open a ticket with our Atlassian Support team, attaching the information taken and informing the error that is occurring for you - Preferably, pasting the link of this Community question to the support ticket:

https://support.atlassian.com/contact/