Genesys Cloud - Main

Hello,

We've noticed about a month or so ago when we login to Genesys Cloud using SSO, we have to enter our email and password every time.

Whereas before, we would login and the system recognized our connected accounts immediately. 

#Omni-ChannelDesktop/UserInterface
#System/PlatformAdministration
#Other

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Dianne
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Att,
Breno Canyggia Ferreira Marreco
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Thank you Breno!

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Dianne
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Original Message:
Sent: 06-23-2026 11:23
From: Breno Canyggia Ferreira Marreco
Subject: SSO - Forced to authenticate every login

Hi Dianne, This is usually handled by the IdP (SSO), not something controlled in Genesys Cloud.

I'd check your Azure AD config - session lifetime, sign-in frequency, and Conditional Access policies are the usual suspects. Also, browser updates (cookies / 3rd-party / privacy changes) can definitely cause this kind of behavior.

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Att,
Breno Canyggia Ferreira Marreco
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Hi Dianne,
I had the exact same problem. Please check Account --> Organizations Settings --> Authentication, if "Organization-wide timeout" is activated. As soon as I turned it off, the problem was gone.
Funny part is: The problem started in my company about a month ago, even if I did this settings in January. Seems that this feature did not work properly the monthes before but does now. Please let me know, if this helps.

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Christoph Domaschke
Produktmanager Kunden-Dialog-Center
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