Issue
When logging into a Twilio SendGrid account from a partner portal via Single Sign-On (SSO), the login fails with an error message such as "Oops! Something went wrong!" or "Sorry, we couldn't log you in!" and displays a specific alphanumeric Request ID string.
Product
Twilio Email SendGrid
Environment
Twilio Email SendGrid
Cause
This issue is typically caused by one of the following account states:
The SendGrid reseller partner account has been suspended or canceled.
IP Access Management is enabled on the account, and you are trying to log in from an unapproved IP address.
A temporary Single Sign-On (SSO) handshake error occurred during authentication from your partner portal (such as Azure, GCP, or Heroku).
Resolution
To help resolve this issue, please collect your Request ID and contact our Support team so we can update your account status or access list.
1. Document the Request ID
Locate and copy the Request ID string shown on the login failure screen.
Important: The Request ID must be less than 7 days old for our team to locate it in our authentication logs. If your error occurred more than 7 days ago, please attempt to log in again to generate a new Request ID.
2. Submit a Support Request
Contact Support through our contact form and include the following details in your submission:
The exact alphanumeric Request ID string.
Your account username or email address.
Your current public IP address (if you suspect your network, VPN, or location has changed recently).
Expected Outcome
Once Support receives the valid Request ID, we will check your account logs to identify the root cause. We will then assist you with the next steps, which may include reactivating your account or adding your new IP address to your approved IP Access Management list.
Additional Information
For security reasons, Support cannot bypass IP Access Management or status locks without verifying the logs via a valid, recent Request ID.