Symptom
When attempting to log in to the Alliants Experience Platform (AXP) via SSO, a staff user sees an "Unexpected Error Occurred" message and cannot access the platform.
Cause
The user's account has been deactivated in AXP. A deactivated account cannot be recovered through the standard login or by the customer. This is distinct from a new user who has never been invited — the account exists in the system but is no longer active.
Note: This is different from a missing or never-created account. It often happens to users logging in via Single Sign On (SSO).
Resolution
This requires action from the Alliants support team's human agent:
1. Alliants support reactivates the account — The support agent locates and restores the deactivated account on the backend.
2. Location admin reassigns roles — Once the account is reactivated, it will have no roles. The property's Location Admin must log in to AXP and assign the appropriate role(s) to the user:
- Go to Settings in the left-hand menu
- Click the Users tab
- Find the reactivated user and assign the correct role
Once roles are assigned, the user should be able to log in without errors.