Using a SSO-Login ("single-sign-on") method is very handy for your customers - they can login on your homepage and are automatically logged in on the community as well. However, if a user account is being re-created by customer support, or if the user deletes his/her account, you will need to help the user to be able to have access to his/her account again.
SSO-Login - a short crash course
The reason behind it is that the login for your community is not being done via an email / password combination, but rather via an individual ID ("token") instead:
The SSO communicates the login between the company database and the community database:
Two things you need to know here:
- The SSO has to match on both sides so that a user can log in to the account on the community
- The email address stored in the community database is only being used for the email notifications.
How to update a user login
To fix such a situation, the SSO-ID has to match on both sides of the database. So you only need to go to your company database, search for the (new) user account, retrieve the SSO-ID (usually a string of random numbers) and then update this in the user account on the community. Save the changes and inform the user.
I cannot update the SSO-ID, when I try to save I see an error message!?
Then the user probably already registered with this SSO-ID on your community. In this case you need to find this other user account, and ban the user (because the user is not allowed to have two accounts). Change the SSO-ID to something random, save it, and then update the SSO-ID of the original account. It will work now.
