Single Sign-on (SSO) Issues

These are some common questions regarding Single Sign-on (SSO). Please review the information below and follow the instructions to troubleshoot your issue. If after doing so you still have questions or experience difficulties, please contact Support.

I would like to set up a new Single Sign-on (SSO)

SSO Setup provides detailed steps on how to set up an SSO account.

Our SSO certificate is expiring. How do we update this?

  • To update your certificate, contact Support and provide:
    • Your updated certificate in base64 encoded format
    • Your friendly URL
    • A preferred time to complete the certificate update

How do I assign an Exception User?

Assigning Exception Users shows how to assign the Exception User role so that a user can log in with standard authentication or SSO.

I am receiving the following error:
"Sorry, this request could not be processed
Please review the error message below for more information
Sorry - your Anaplan login has failed. Please contact your IT Administrator"

There are multiple reasons why this error is displayed.

  • There may be an inconsistency between the email address stored in the Anaplan workspace compared to the one in the Active directory. Please have your workspace administrator verify with your Active directory administrator to see if an inconsistency exists.
  • We need to see the email address, registered on Anaplan as the SAML NameID. For example: <NameID format="urn:oasis:names:tc:SAML:1.1:nameid-format:emailAddress>username@emailaddress.com
  • If the error persists after confirming, please send a SAML trace to support@anaplan.com.