When trying to log in to Heap, you may see the error message “Email address not matched. Please contact your account administrator or email@example.com.”
This error happens when you’ve received an invite to Heap, but one of the following is true:
- You haven’t been added to your company’s SSO provider yet. In this case, contact your SSO administrator to be added to the Heap group in your SSO provider.
- The email that was used to invite you to Heap does not match the email address that the SSO provider has. This includes differences in the casing of the email address in the SSO provider and in Heap. In this case, you’ll need to be invited to Heap via the email address with the correct casing. Ask your Heap admin to remove and re-add you from the Teammates page in Heap.