SSO Login Issues — EID and Global ID Errors

If you are unable to log in with your Enterprise ID (EID), Global ID, or OnQ ID, this article covers the most common causes and fixes.

Error: "An error has occurred attempting to login externally"

This is the most common SSO login error. It means one of three things:

• Your account was deactivated due to inactivity — Ask your Super Admin to reactivate it under Administration > View Admins.
• Your EID is not linked to your Sertifi account — Ask your Super Admin to add or update it under Administration > View Admins.
• You are new and your account has not been created yet — Ask your Super Admin to set up your account.

My EID is linked to the wrong email address

This happens when you change your work email, transfer to a new property, or your account was set up with a personal or old email. You will not be able to log in correctly until it is fixed.

What a Super Admin can fix

1. Go to Home > Administration > View Admins > View All.
2. Click the name of the affected user.
3. Update the EID field with the correct value.
4. Save the change — the user should be able to log in immediately.

What requires Sertifi Support

If the EID is linked to a completely different Sertifi account (not just a different email on the same account), the fix requires a backend change by Sertifi Support. Contact us at [e-mail] with:

• Your name and current work email
• Your property name and portal URL
• Your EID / Global ID / OnQ ID

EID is missing from my account entirely

Super Admins can add an EID directly:

1. Go to Administration > View Admins.
2. Click the user's name.
3. Enter their EID in the Enterprise ID field.
4. Save — the user must log out and back in for the change to take effect.

Brand-specific contacts

• Marriott — log in at your MGS SSO landing page; EID issues go through Marriott IT
• Hyatt — contact the Hyatt Global Help Desk: North America 1-844-473-8324
• Hilton — contact Hilton IT through your property's support channel
• IHG — contact your IHG corporate support team

Still not working?

Contact Sertifi Support at [e-mail] with your name, email, portal URL, and EID.