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  • 1.  Unable to log in to My Support due to a Single Sign-On error

    Posted 02-13-2026 03:31

    Hello everyone,

    First of all, I'm not sure if this is the right place to ask, but I'm not aware of a better forum, so I'd appreciate any guidance.

    I use "My Support" (the Genesys support portal) for Genesys Cloud Q&A and technical support requests:
    https://genesys.my.site.com/customercare/genesyscommunitylogin

    However, since around February 12, 2026, I have been unable to log in. After the browser redirects, I only see the Genesys logo and the following error message, and the login process does not complete:
    ---------------------------------------------------------

    image


    Single Sign-On Error
    We can't log you in because of an issue with single sign-on. Contact your Salesforce admin for help

    ---------------------------------------------------------

    Does anyone know how to resolve this issue, or who I should contact to get it fixed?

    Best regards,
    Isamu Nagai


    #Other/NotSure

    ------------------------------
    Isamu Nagai
    .
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  • 2.  RE: Unable to log in to My Support due to a Single Sign-On error

    Posted 02-13-2026 09:13

    I Isamu,  You need open a "Admin case." 
    Send the e-mail to "beyond@genesys.com" and explain the situation



    ------------------------------
    Kaio Oliveira
    Sr Systems Analyst
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------



  • 3.  RE: Unable to log in to My Support due to a Single Sign-On error

    Posted 02-16-2026 02:50

    Hi,Kajo.

    Thank you for looking into my issue.
    I was able to get in touch directly with a Genesys employee in Japan, and they investigated and addressed the matter, which resolved the problem.
    I wasn't aware of "beyond@genesys.com." If a similar issue occurs in the future, I will try contacting that address.

    Thank you.



    ------------------------------
    Isamu Nagai
    .
    ------------------------------

    Original Message


  • 4.  RE: Unable to log in to My Support due to a Single Sign-On error

    Posted 02-13-2026 12:13

    Hello, good day.

    Try to login in a "Incognito" mode in your browser, the same happens to me. My case is because My salesfoce account was created with a different email.

    Regards.



    ------------------------------
    Samuel Vitales
    ------------------------------



  • 5.  RE: Unable to log in to My Support due to a Single Sign-On error

    Posted 02-16-2026 03:01
    Edited by Isamu Nagai 02-16-2026 03:03

    Hi,Samuel Vitales

    Oh, I see - I hadn't considered using the browser's incognito/private mode.

    Since the issue was resolved before I could try the method you suggested, unfortunately I can't confirm whether that approach would have worked for me as well. I'm sorry I wasn't able to make use of your helpful advice.

    According to the Genesys representative, it seems there was a mismatch between the account status on the Salesforce side and the Genesys side (the details are unclear to me since it's an internal mechanism).

    Thank you!

    ------------------------------
    Isamu Nagai
    .
    ------------------------------

    Original Message


  • 6.  RE: Unable to log in to My Support due to a Single Sign-On error

    Posted 02-16-2026 09:58

    Hello @Isamu Nagai,

    Good to know you already solved your issue.

    Have a great week.



    ------------------------------
    Samuel Vitales
    ------------------------------

    Original Message


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