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Several new users not able to accept invitation to design via SSO

  • October 22, 2024
  • 5 replies
  • 108 views
Andrade_Luis

Several NEW users being added to our organization in the past 3 weeks are UNABLE to complete the invitation process due to NOT being sent to our org’s SSO page. They get the normal Figma login and get an error when they try to login with SSO or get a message to complete the account creation process by entering a Figma code sent to their email (which NEVER arrives no matter how many times they try).

It seems random. Other users were added in the same period and were able to complete using SSO with no issues in the process. Having SSO in Figma work for some users and not others in the same org is very weird.

Our IT team has looked into everything on our side and there are no differences in how these users are setup or provisioned at UL. Also, we can’t find anything wrong with the SSO setting in Figma. It should either work for everyone or fail for everyone.

THIS IS VERY URGENT FOR US. We have many designers unable to start working on their tasks in our Org and every single attempt to open a help ticket seems to go unanswered (no email confirmation for the contact us ticket and no answers from anyone at FIGMA after over a week).

Please help! Anyone has any idea what could be causing this?

Best answer by Andrade_Luis

@ksn Yes, our case is closed now. We found out the culprit for our issue was not even the SSO process but a cybersecurity rule that was blocking certain Figma emails (like code verification and ticket confirmation) but not all emails (invitations and sharing of files still worked).

Once the rule was identified and updated everyone was able to complete their registration process with SSO, receive the Figma verification code and be added to projects.

Thanks!

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5 replies

Celine_D
Figmate
  • Celine_D
  • Community Support
  • 3381 replies
  • October 23, 2024

Hey @Andrade_Luis , sorry to hear this is happening and apologize you haven’t received a response from Figma!

I see in the backend that you have received help from Florin, our Entreprise support specialist and, that you have been able to find a fix for now. Please continue the conversation by email if the issue still persists. Thank you

CLARA_MILLER1

Having the same issue where all of a sudden, I am unable to login with my company SSO what is the workaround?

ksn
Figmate
  • ksn
  • Community Support
  • 1611 replies
  • October 24, 2024

Hi everyone - I wanted to jump in to make sure everyone was on the same page.

First @Andrade_Luis - I saw that you had spoken with someone on the support team regarding this, and it was resolved. If you have additional questions on this, please respond back to the email you were having this conversation in.

For @CLARA_MILLER1 – can you please file a support ticket at this link here? When it comes to SSO, it usually involves (or will involve) your organization’s administrator. These conversation also usually include sensitive information, so we’re not able to help with these via the forum.

Once you’ve filed a ticket, let me know as a reply here and I can make sure someone reaches out to you.

Andrade_Luis
  • Andrade_Luis
  • Author
  • 1 reply
  • Answer
  • October 25, 2024

@ksn Yes, our case is closed now. We found out the culprit for our issue was not even the SSO process but a cybersecurity rule that was blocking certain Figma emails (like code verification and ticket confirmation) but not all emails (invitations and sharing of files still worked).

Once the rule was identified and updated everyone was able to complete their registration process with SSO, receive the Figma verification code and be added to projects.

Thanks!

ksn
1 person likes this
  • ksn
    ksn
ksn
Figmate
  • ksn
  • Community Support
  • 1611 replies
  • October 28, 2024

Np! I’m going to close this topic + mark your reply as the solution – that way, if someone else runs into this issue, it may help 😃

If anything else comes up, feel free to create a new topic!

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