Brief Overview

Use this article to troubleshoot common login errors — including SSO, password, and editor login issues — and find out whether you can fix it yourself or need to contact WalkMe.

SAML SSO Errors

SSO Partially Configured

If SSO isn't fully configured and users have already been assigned to it, they'll be redirected to a generic page instead of logging into the product.

To fix this, do one or both of the following in the admin settings:

• Assign users to a fully configured SSO — go to Security and select SSO to confirm all steps in the SSO wizard are complet
• Assign users to Login with Password as a login method instead

SSO ID not configured correctly

If the SSO ID (by default the user's email) doesn't match the value in your identity provider (IDP) — for example, if you're using a unique string instead of an email — users will see a "user creation was disabled" error when trying to log in.

To fix this, go to the Admin Center, open the Add users wizard, and review the SSO ID field to confirm it matches the value in your IDP. Once corrected, send the user a new invitation.

SSO configured but not working

If authentication is failing, some values may have been entered incorrectly during SSO setup. You'll likely need your IT team to help resolve this.

To troubleshoot:

1. Open the Network tab in your browser
2. Turn on Preserve logs so requests are saved even when the page changes
3. Determine which case applies:

The request isn't reaching the SSO site

WalkMe settings weren't applied correctly. Go to the Admin Center and confirm the settings in step 3 of the SSO wizard are correct.

For advanced troubleshooting: search for samlRequest in the Network tab, copy the requested URL, and decode it at https://www.samltool.com/decode.php. Compare the values to step 3 of the SSO wizard.

The user authenticated but failed to enter the product

This is the most common scenario. Go to the Admin Center and confirm the URL and Entity ID in step 2 of the SSO wizard are correct.

For advanced troubleshooting: search for samlResponse in the Network tab, copy the SAMLResponse value, and decode it at https://www.samltool.com/decode.php. Verify that the Destination, Issuer, and certificate match the values in step 2 of the SSO wizard. Also check that the nameid value matches the SSO ID in the Users grid.

Legacy SSO retirement

WalkMe has moved to a new SSO solution managed through the Admin Center. If your account is still using the legacy SSO, migrate to the new solution as soon as possible. For instructions, refer to the Single Sign-On article.

Single Sign-On (SSO)

Password Errors

Incorrect email or password

If you can't remember your password, reset it from the login page. You'll get an email with a reset link valid for 30 minutes. If the email doesn't arrive, check your spam folder.

Password statuses

Active: The user can log in normally.

Pending user activation: The user needs to activate their account using the invitation email sent by WalkMe and create their first password. They can't log in until this is done. The invitation link expires after 7 days — if it expires, an admin must delete and recreate the user account.

Locked: After 10 failed login attempts, the account is locked. The user can try again after 1 hour.

Recovery: Triggered by a forced password reset from Admin Center. The user must create a new password using the reset email, which is valid for 2 days. Check the spam folder if the email doesn't arrive.

Password expired: WalkMe passwords expire every 3 months. After expiry, the user is prompted to update their password on the next login attempt.

Reset password verification code

If you requested a password reset in one browser but opened the reset link in a different browser, you'll see a verification code instead of a reset password page.

To fix this: copy the verification code, go back to the original browser, select Enter verification code instead, and continue resetting your password as usual.

Editor Login Errors

"Unable to retrieve OAuth redirected params from storage"

Clear your browser cache and cookies and try again.

"The JWT was issued in the future" or "The JWT expired before it was issued"

This error appears when your computer's clock doesn't match WalkMe's clock. The maximum allowed difference is 5 minutes.

• If your clock is behind WalkMe's: "The JWT expired before it was issued"
• If your clock is ahead of WalkMe's: "The JWT was issued in the future"

Make sure your computer's date and time are set correctly for your time zone.

"Failed to perform get all action"

This error appears when you don't have a system assigned to your account. Ask an admin to assign a system to you and try logging in again.