> For the complete documentation index, see [llms.txt](https://docs.zephyrintel.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.zephyrintel.com/getting-started/fix-sign-in-problems.md).

# Fix sign-in problems

If sign-in fails, Signal shows a message above the **Try again with Microsoft** button. Use this page to find your message and what it means.

### Overview

Most sign-in problems come from how your account is set up, not from anything you did wrong. Read the message, match it below, and contact the right person.

### Messages and what to do

| Message                                                                                                                                   | What it means                                                                             | What to do                                                                       |
| ----------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------- |
| "Your account does not have access to Signal. Contact your administrator."                                                                | Your Microsoft account is not linked to a Signal user.                                    | Ask your administrator to invite you to your organization's workspace in Signal. |
| "Your account is not provisioned for this environment. Ask an admin to invite you."                                                       | Your account exists but is not set up for the Signal environment you are trying to reach. | Ask an admin to invite you.                                                      |
| "Signed-in identity does not match the account email. Try signing out and back in."                                                       | You signed in with a Microsoft account that does not match the email on your Signal user. | Sign out completely and sign in again with the correct work account.             |
| "Identity provider token rejected (...): ..." or "Identity provider token rejected by the API (AUTH\_012)."                               | Microsoft's sign-in token was not accepted.                                               | Try again. If it repeats, contact your administrator.                            |
| "Could not acquire Entra ID token for backend login", "Could not resolve email from Entra token", or "Backend did not return accessToken" | Signal could not complete the handoff from Microsoft.                                     | Try again. If it repeats, contact your administrator.                            |
| "Authentication failed"                                                                                                                   | A general sign-in failure that does not match a more specific message.                    | Try again. If it repeats, contact your administrator.                            |

{% hint style="info" %}
If you see "Endpoint only accepts POST requests" after using your browser's Back button several times during sign-in, this comes from Microsoft's sign-in service, not from Signal. Close the tab and open Signal from a fresh link instead of using Back.
{% endhint %}

### Who to contact

Contact your organization's Signal administrator first. They can check your invitation and account setup. If they cannot resolve it, they will escalate to your Zephyr Intel contact.