When a user logs in to Zivver with single sign-on (SSO) via Entra ID, the browser shows a personal Microsoft sign-in page (such as login.live.com) instead of your organization’s own sign-in screen. This can happen when logging in to Zivver in Outlook Web Access (OWA), for example. The user cannot continue, because their workplace credentials do not work on the personal sign-in page.

Cause

Entra ID uses Home Realm Discovery to decide where to send a sign-in attempt. It does this based on the domain in the user principal name (UPN) of the user. If this domain does not match the domain that is registered and federated for your organization in Entra ID, Entra ID assumes that the user has a personal Microsoft account and redirects the sign-in to the personal Microsoft sign-in page.

This typically happens when the UPN domain differs from the primary email domain of the user. For example, the UPN is jdoe@contoso.local while the primary email address is jdoe@contoso.com.

Solution

1. Open the affected user in Entra ID.
2. Compare the UPN of the user with their primary email address.
   The domain after the @ must be the same for both.
3. Is the domain different? Correct the UPN of the user so that it uses the domain of the primary email address.
   If you cannot change the UPN, update the domain federation configuration of your organization in Entra ID instead.
4. Ask the user to clear the cache and cookies of their browser.
5. Ask the user to log in to Zivver with SSO again.

Note

Changing the UPN changes the user name that the user uses to sign in to Microsoft services. Tell the affected user about this change.

The problem persists

Does the user still end up on the personal Microsoft sign-in page? Then check whether the domain is correctly set up in Entra ID:

1. Check that the domain of the primary email address is added and verified in your Entra ID tenant.
   See Add your custom domain name to Microsoft Entra ID.
2. Is your organization using federated authentication? Then check that the domain is also federated.
3. Ask the user to log in to Zivver with SSO again.

For more background, see Microsoft’s documentation on Home Realm Discovery and on UPN planning.

Does the user see a Zivver password prompt after logging in, instead of the personal sign-in page? See Single Sign-On - Troubleshooting login problems with Entra ID.