Problem

When logging into the Everbridge Manager Portal with Single Sign-On (SSO) credentials, a user is prompted to reset their password.

Root Cause

This can happen if a User account has both SSO and break glass credentials and the break glass credentials have expired. Break glass credentials are credentials used to log in to manager.everbridge.net or manager.everbridge.eu if SSO is not available.

In these cases, the system enforces a password reset for the expired break glass (external) account before allowing further access, which is why the reset prompt appears even when logging in via SSO.

Solution

The break glass password for the User's manager.everbridge.net/manager.everbridge.eu account must be reset to resolve this issue.

• If you know your current Everbridge (non-SSO) password or usually sign in with Windows SSO and are unsure of it, use the Forgot Password flow on the Everbridge login page:

  • Go to the Everbridge Manager Portal login page.

  • Click Forgot Password.

  • Enter your email address.

  • Use the password reset link (token) sent to your email to set a new password.

• If you do not receive the reset email within a few minutes, check your spam/junk folder. If it still does not arrive, contact your organization's Account Admin to confirm your account email and request assistance.

• Everbridge Technical Support cannot directly reset user passwords for external (non-SSO) accounts. Password resets for these accounts must be performed by an Account Admin in your organization, as they have the permissions to manually reset passwords.

Note: A User can have an expired break glass password and still log in via SSO. However, if they try to log in with the expired break glass credentials and are prompted to create a new password, they must reset it or they will not be able to log in via SSO either.