SSO Log-In Troubleshooting Guide

Learn about error codes and what steps to take to resolve them

Yago Pirani avatar
Written by Yago Pirani
Updated over a week ago

This article provides an overview of the most common errors that can arise when signing up or into Mentimeter via SSO (single sign-on), along with suggested actions to take to resolve the issue.

Error codes

identity_provider_not_found

We couldn’t find an SSO configuration for the workspace you are trying to sign in to or the authentication response we got was issued by an unexpected EntityId. Contact your IT administrator for help resolving this issue.

insufficient_workspace_plan

Your workspace does not support single-sign-on (SSO). SSO is only available on our Enterprise plan, and the workspace you entered is on another plan type. Use another sign in method to access Mentimeter, and ask your internal IT-administrator to be invited to the team.

invalid_confirmation_token

It seems like the link you used to confirm your email was not working. Please check you used the right link, and that it hasn’t expired. If the invite link has expired, contact the person inviting you for a new one.

invalid_saml_response

There were problems with the SAML assertion we received from your identity provider and we are unable to sign you in. The problem is likely caused by a SAML misconfiguration. Please reach out to your internal IT administrator for help. If you can’t resolve this on your own, contact our customer support for help.

login_timeout

The attempt to sign in to your account was stopped due to it taking a long time to verify the account. Please try to sign in again. If you keep getting this error, contact customer support for help.

member_of_other_workspace

You seem to be a member of another Mentimeter Workspace. To sign in to your account, enter the correct workspace name and try again. If you continue to have issues, contact our customer support for help.

missing_saml_response

This error occurs when information is missing in the response we get from your organization. We need this information to verify your account and to sign you in. To resolve this issue, changes need to be made in the SSO setup from your organization. Please reach out to your internal IT administrator for help. If you can’t resolve this on your own, contact our customer support for help.

service_unavailable

The service is currently down for maintenance but should be up and running again soon. Please try again shortly. If you keep getting this error, contact our customer support for help.

tenant_restricted_workspace

Your account doesn’t seem to meet the tenant requirements needed to access the workspace as decided by the settings of the workspace.

To resolve this issue, contact your internal IT administrator.

user_suspended_from_workspace

Your Mentimeter account has been suspended by a workspace admin. To regain access to your account, contact your internal IT administrator or follow your internal process for IT access.

workspace_invitation_not_found

The workspace invitation does not exist or is no longer valid. Make sure to use the correct invite link. If it still doesn’t work, ask the person inviting you for a new invite, or reach out to your internal IT administrator for help.

workspace_licenses_exhausted

All licenses in the workspace are occupied. To access Mentimeter, you will need to ask your internal IT administrator for a license.

workspace_not_found

This error occurs when there’s no workspace registered with the name you are using. For this to work, your company needs to have an Enterprise subscription with SSO implemented. If you have typed the name of your company and the workspace cannot be found, try different versions of the name:

-The Ugly Duck Inc.

-Ugly Duck

-TUD

-Uglyduck

Don't worry, we will not block your account if you try several times!

If this doesn’t work, reach out to your internal IT administrator for help.

If the error you're receiving is not listed above, please reach out to our customer support and provide a screenshot of the error so we can investigate it further.

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