Issue
When attempting to log in to your Twilio SendGrid account via Single Sign-On (SSO) from a partner portal such as Microsoft Azure, GCP, or Heroku, the login fails and displays a "Single Sign-On failed" generic error message that contains a unique alphanumeric Request ID string.
Product
Twilio SendGrid Email
Environment
SendGrid Console
Cause
This login error is typically not a problem with the Single Sign-On connection itself. Instead, the "Single Sign-On failed" error and accompanying Request ID usually indicate that your underlying Twilio SendGrid account is currently restricted or set to a specific administrative status. Common account statuses that trigger this block include:
- Compliance Banned or Suspended: The account was flagged during sign-up for vetting, or deactivated by our compliance team for review of suspicious activity.
- Dormant or Inactive: The account was automatically set to inactive due to a prolonged period of non-usage.
- Billing Terminated or Cancelled: The subscription was canceled or deactivated due to non-payment or a manual closure request in your partner portal.
Resolution
Because partner portal accounts utilize Single Sign-On, our Support team must use the unique Request ID generated during your failed login attempt to locate your specific account and determine its status.
To resolve the login failure, follow these steps:
- Attempt to log in to your Twilio SendGrid account directly from your reseller or partner portal to generate a fresh error screen.
- Locate and copy the alphanumeric Request ID string displayed in the detailed error information on the failure screen.
- Note that the Request ID is temporary and must be less than 7 days old to be found in our login history.
- Submit a ticket to Twilio SendGrid Support using our login help form, and ensure you include the exact Request ID string and the email address associated with your partner portal account.
- Once our support and compliance teams review the Request ID, we will identify the exact account status blocking your access and provide you with clear instructions on how to complete the onboarding review, reactivate your account, or establish a new subscription.