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Troubleshooting "Account Not Found" SSO Errors

This article helps resolve the error message: "Account not found. Contact your Kubicle administrator" when attempting to log in via Single Sign-On (SSO).

Issue Overview

When logging into Kubicle using your organization’s SSO, a pop-up may appear stating that your account cannot be located. This typically occurs when there is a mismatch between the email address stored in your organization's identity provider (e.g., Azure AD, Okta etc) and the email address registered on your Kubicle profile.

Common Causes

  • Email Mismatch: Your SSO is sending an email address that does not match the one on your Kubicle account.

  • Recent Updates: You recently changed your name or email address at your company, but the change hasn't been synced or manually updated in Kubicle.

  • Alias Usage: You are trying to log in using an email alias rather than your primary professional email address.

How to Resolve This

To help our support team fix this quickly, please follow these steps:

  1. Verify Your SSO Email: Confirm the exact email address your company uses for SSO authentication.

  2. Contact Kubicle Support: Reach out to us at support@kubicle.com and provide the confirmed email address.

  3. Administrator Check: We will verify if your profile needs a manual update to match your organization’s records.

Need Further Help?

If you have confirmed your email address and are still unable to log in, please contact your internal IT department to ensure your SSO profile is correctly configured for the Kubicle application.