SmartSuite supports Single Sign-On (SSO) to simplify logins. However, if SSO is disabled at the workspace level, users who rely solely on SSO need a recovery path. This guide outlines common SSO login scenarios, expected behavior, and step-by-step solutions.
As part of your plan, Enterprise and Signature customers benefit from a 2-hour support SLA for any SSO-related access issues—ensuring a fast and reliable recovery process when login problems arise.
Plan Availability | Enterprise, Signature |
Permissions | Administrators: Can enable or disable SSO. |
Related Reading |
Scenario 1: SSO-Only User Tries to Log In When SSO Is Disabled
Preconditions
The user’s account is set up to use SSO only
SSO is turned off for the workspace
The user attempts to log in via the standard Login page
Step-by-Step User Flow
User Clicks “Login with SSO”
The system checks for active workspaces that support SSO for your email domain:
If a match is found → Workspaces appear in a list
If no matches are found → List is empty
If the list is empty:
Return to the Login page and select “Login without SSO”
Click “Forgot your password?”
Follow the steps to reset password
Once the password is set, the user may log in using email + password method.
Scenario 2: SSO-Only User Contacts Support When SSO Is Disabled
Preconditions
SSO is disabled for the workspace
User does not have a password set
User reaches out to Support for help accessing their account
Support-Assisted Recovery Flow
Option A: User-Initiated Password Reset
Support will guide you through the following steps:
Go to the Login page
Click Forgot your password?
Enter your email address
Check your inbox for the reset email
Follow the instructions to create a new password
Once done, log in using your email + new password
Once your password is set, you’ll be able to log in normally—even without SSO.
Option B: Support-Initiated Password Reset
If preferred, Support can start the process for you:
Support opens the Login page
Clicks “Forgot your password?”
Enters your email on your behalf
You receive a password reset email
Follow the instructions in the email to create a new password
Log in using your email + new password
Once your password is set, you’ll be able to log in normally—even without SSO.
Scenario 3: Disabling SSO at the Workspace Level
Standard Flow (Admin Access Available)
Workspace Admin navigates to Workspace Administration → Workspace Settings → Single Sign-On
Select Edit
Select Disable
Saves the changes
Workspace Members (users) can now log in without SSO. If they do not have a password set, they can use the password reset process documented above.
Scenario 4: SSO Required, and No Admins Have Access
If no Admin can access the workspace UI (usually due to an SSO misconfiguration) reach out to support@smartsuite.com to have the Require SSO Login setting disabled.
Important Notes About Disabling SSO
Disabling SSO immediately blocks SSO login
Disabling SSO does not prevent users from logging in with email + password
Affected users can still access the workspace using the email + password login method after resetting their password.
Practical Scenarios and Use Cases
1. Employee Locked Out After IT Disables SSO
Scenario: An employee who only used Google SSO finds they can’t log in after the workspace disables SSO.
Solution: They click “Forgot your password?” and follow the steps to set a login password, restoring access.
2. Support Assists Executive with Login Recovery
Scenario: An executive needs urgent access but only used SSO before it was disabled.
Solution: Support initiates the password reset process on their behalf, and the executive logs in with a new password.
3. Admin Removes SSO After Company Switches Identity Providers
Scenario: The company switches from Okta to another identity provider and disables SSO temporarily.
Solution: Admin disables SSO from Workspace Settings, and users are instructed to log in using email + password instead.