Common login error messages

If you're seeing an error when trying to log in to Ethena, here's how to fix it.

Start here

Before diving into specific errors, try these steps — they resolve most login issues:

1. Use the right login method. If your company uses SSO (Okta, Azure AD, Google Workspace, or an HR portal), log in through that. If not, use your email and password on the Ethena login page.
2. Use the email on your Ethena profile. If your SSO email and your Ethena profile email don't match, you won't be able to sign in. Did you have a recent email address change that could cause a mismatch? If so, reach out to your IT team to resolve.
3. Try an incognito or private window. If that works, clear your cache and cookies in your regular browser, then try again.

Error messages and fixes

"The application has encountered an unknown error" Usually a browser cache issue, SSO session problem, or email mismatch.

• Clear your cache and cookies, or open an incognito window.
• Confirm your Ethena profile email matches your SSO login email.
• Try a different browser. Chrome is recommended; if you're already on Chrome, try Edge or Safari.
• Disable browser extensions (ad blockers, privacy tools, or corporate extensions) and retry.
• If none of the above works, contact Support with: a screenshot of the error, the email you're trying to use, your company name, and the exact time the error occurred.

"Please contact your HR or LMS admin!" Your account isn't in Ethena yet, or it's been deactivated.

• Ask your People or HR team to add or reactivate your account and assign training.
• Try again after they confirm it's done.

"Only users with [company domain] can log in" SSO is enforced and your email doesn't match the required domain.

• Use your corporate email and log in through SSO.
• If you don't have a company email, contact your People or HR team.

"User is not assigned to the application" (or a similar message from your SSO provider) The Ethena app isn't assigned to you in your company's identity provider.

• Ask your IT team to assign the Ethena app to your account, then try again.

Login links aren't working or return an error The link may be outdated, blocked, or cached.

• Use the latest assignment email from your inbox, or navigate to Ethena through your company's portal.
• Clear your cache and cookies and make sure you're using the right login method (SSO vs. email + password).

Password isn't working, even after a reset If your company uses SSO, password resets don't apply — you need to log in through your company's SSO portal instead. If your company doesn't use SSO and your password still isn't working:

• Clear your cache, try a different browser, and use the latest login link.
• If the problem continues, contact Support.

Sequoia One

If your company uses Sequoia One SSO and you're seeing errors, contact Sequoia support directly at appsupport@sequoia.com.

Still stuck?

• Wrong email on your profile? Ask your training admin to update it.
• SSO access issues? Contact your People, HR, or IT team.
• Ongoing errors after trying the steps above? Reach out to Ethena Support with a screenshot, your email address, your company name, and the time the error occurred.