If you encounter errors while logging in via SSO or your Corporate ID, use the steps below to verify your account activation and directory alignment.
1. Error: "Invalid email address or bad password"
This error typically occurs if a new user attempts to use SSO before their Suralink account is fully activated.
The Fix: Activate Your Account First
Before you can use SSO, you must manually associate your account with your firm:
Locate and Accept Invitation: Find the Suralink invitation email in your inbox. Click the link in the email to set your initial password and fully verify your account.
Initial Login: After setting your initial password and verifying your account, navigate to your firms custom subdomain (e.g.,
firmname.suralink.com) and sign in through SSO.Test SSO: Once the invitation is accepted, sign out and sign back in using SSO. You should now be able to use the Sign in with SSO button for all future logins.
2. Error: "User not assigned to this application"
This message indicates that while your Suralink account is active, your firm’s Identity Provider (IdP) such as Okta, Azure AD, or Google has not granted you permission to access the Suralink app.
The Fix: Internal IT Coordination
Action: Contact your internal IT Help Desk and share the error message you're receiving.
Requirements: Ask IT to verify that your email address in the corporate directory matches your Suralink email exactly and that the Suralink application is assigned to your user profile.
3. URL and Subdomain Verification
Accessing Suralink through the wrong gateway can trigger "Bad Request" or "Page Not Found" errors.
Firm-Specific URL: Always log in via your firm’s unique subdomain (e.g.,
firmname.suralink.com).Avoid Generic Links: Do not use the general
app.suralink.comlogin page if your firm requires SSO, as it may not trigger the correct authentication handshake.
If you continue to experience errors with SSO after using the troubleshooting steps covered in this article, reach out to Suralink Support via the Live Chat feature and request to speak to a human agent. You can also email our team at [email protected].