SSO/Login & User Permissions
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      Resolving SSO Authentication Failure: User Email Linked to Payee Account

      As a payer user logging into PaymentWorks for the first time via Single Sign-On (SSO), you may encounter an error message indicating that your SSO email address is already linked to a payee/vendor account. This article explains the issue and provides guidance on how to resolve it.

      Error Message

      You may see an error message like the one below when attempting to log in via SSO:

      Issue Explanation

      This error occurs because the email address used for your SSO login is already associated with an existing payee/vendor account in the PaymentWorks platform. Since a single email address cannot be linked to both a payer and a payee account, you will be unable to proceed until the conflict is resolved.

      Steps to Resolve

      1. Contact PaymentWorks Support:

        • Reach out to PaymentWorks Support to request an update to the email address associated with your payee/vendor account.
        • Provide the following information when submitting your request:
          • The current email address linked to your payee/vendor account.
          • A new, valid email address that can be used for your payee/vendor account.

      2. Wait for Confirmation:

        • Once the email address has been successfully updated, PaymentWorks Support will notify you.

      3. Retry SSO Login:

        • After your payee/vendor account's email has been updated, return to PaymentWorks and attempt to log in using your SSO credentials. You should now be able to access your payer account without any issues.

      Important Notes

      • Email Address Requirements:
        • Ensure the new email address provided for your payee/vendor account is not already in use within the PaymentWorks system.
      • SSO Configuration:
        • If issues persist after updating the email address, confirm with your IT department that your SSO credentials and configuration align with your organization's PaymentWorks setup.

      Need More Help?

      If you encounter any issues during this process, please explore our Knowledge Base for additional resources or contact PaymentWorks Support for further assistance.