---
title: "FAQs for User Access and Authentication"
slug: "single-sign-on-user-provisioning"
description: "Learn why users see a blank screen when logging in via SSO, and how username mismatches between Azure and AWS Cognito can cause issues."
tags: ["Login", "SSO"]
updated: 2026-06-04T15:59:37Z
published: 2026-06-04T15:59:37Z
canonical: "docs.thrivelearning.com/single-sign-on-user-provisioning"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thrivelearning.com/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQs for User Access and Authentication

****Why do some users see a blank screen when logging in?****

Logging in using Single Sign-on (SSO) can sometimes result in a blank screen after authentication. This could be for a couple of reasons:

**1. Username Case Mismatch (Azure/Cognito):** Azure is not case sensitive when authenticating users, but AWS Cognito (where user data is stored) *is* case sensitive. Using the same username but in different cases will be seen as a different account and result in a mismatch.

Where possible, avoid making changes to existing usernames in Azure. If this is required at any point, the Thrive Support Team will be able to help to get the correct user info updated.

**2. Switching Login Methods:** If a user originally logged in manually and now needs to log in using SSO, the Thrive team will need to make a change in order for this to be possible. Logging in using SSO on a previously manual account can also cause a blank page to display.

****Why am I seeing the error ‘user has already been provisioned’ when I am trying to provision them?****

This error can be caused when a user has not been fully provisioned with a **ref value**, but the username already exists on the platform. There are two ways this can happen:

- The user has been manually created before the user was provisioned in Azure but no ref value was assigned.
- The user has been authenticated, and their account created, before the account has been provisioned with their data from Azure.

To resolve this error you will need to add the correct UPN as the ref value for the user record. Once the reference has been added, the record should update during the next resync and populate the details.

****Can we authenticate SSO users against more than one domain?****

Thrive can support provisioning from multiple sources, however, you can only authenticate users against one single Active Directory. Some of our clients use tools such as [Azure B2B](https://docs.microsoft.com/en-us/azure/active-directory/external-identities/what-is-b2b) in order to authenticate users from other domains.

<editor360-custom-block data-preprocessing="true" data-sanitizationtags="b"><div class="details-wrapper details-wrapper_rendered" data-type="details-wrapper"><details data-opened="false" data-button-align="right" data-details-border="withBorder" data-expand-icon="arrow" data-lock="false"> <summary><p><b>What is the process for receiving password reset links after a staging site refresh?</b></p></summary> <div><p>Raise a support ticket with the Technical Support team.</p></div></details><button class="details-arrow" type="details"></button></div></editor360-custom-block><editor360-custom-block data-preprocessing="true" data-sanitizationtags="b"><div class="details-wrapper details-wrapper_rendered" data-type="details-wrapper"><details data-opened="false" data-button-align="right" data-details-border="withBorder" data-expand-icon="arrow" data-lock="false"> <summary><p><b>How can I set up Thrive access for contractors?</b></p></summary> <div> <p>You will need to create user accounts for your contractors. You can do this by:</p> <ul> <li>Manually creating individual accounts: Ensure the Single Sign-On (SSO) setting is set to FALSE for these users.</li> <li>Using a CSV upload: If creating accounts in bulk, make sure the SSO column in your CSV file has FALSE for all contractor entries.</li> </ul> </div></details><button class="details-arrow" type="details"></button></div></editor360-custom-block>

****Why does a user get an error message stating that they’re blocked from logging into Thrive via SSO?****

If you are getting an error message when you try to log into the Thrive platform via SSO that states you’re blocked from accessing unless you’ve been granted access, then this is an issue with your provisioning provider and not the Thrive platform itself. You would need to speak with your IT department or whoever manages your user provisioning to get them to check that you have been given access to log into the Thrive platform on your profile.