Problem

You are encountering a "This user is not active" or "user is not active" error when attempting to log into the Everbridge Mobile App or Everbridge 360 desktop app.

Root Cause

This error typically occurs due to one or more of the following configuration or account linking issues:

• Your user account has not been linked to a contact record in your organization, preventing the system from recognizing your account as active
• The Mobile App has not been enabled as a delivery method at the organization level (it may be labeled as "Mobile Push Alert" or "Mobile Member App" depending on your instance version)
• Single Sign-On (SSO) authentication has not been enabled specifically for Mobile app access, even if SSO is enabled for other Everbridge applications

Solution

Follow these steps to resolve the "user is not active" error:

Step 1: Link Your User Account to a Contact Record

1. Navigate to your user profile in the admin panel
2. Click the button labeled "Link with an existing contact record"
3. Search for and select your contact record from the list
4. Save your profile to establish the connection between your user and contact records

Step 2: Enable Mobile App as an Organization Delivery Method

1. Navigate to your organization's delivery method settings
2. Ensure the Mobile App is included as an organization-level delivery method
3. Save your changes

Step 3: Verify SSO Configuration (If Applicable)

If you are attempting to log in with Single Sign-On (SSO) credentials:

• Contact your Organization Administrator to verify that SSO has been enabled specifically for the Mobile app
• Note: SSO being enabled for other applications does not guarantee it is enabled for the Mobile app

Step 4: Set Up Login Credentials

If your account is not yet set up with login credentials, choose one of the following registration options:

Member Portal Registration:

1. Locate your contact record in the contact management interface
2. Click the envelope icon to the left of your name
3. Follow the prompts to set up a username and password for the Member Portal

Mobile App Registration:

1. Locate your contact record in the contact management interface
2. Click the blue app icon to receive a mobile app registration email
3. Follow the email instructions to register the app directly to your device

Verification Checklist

Before attempting to log in again, verify that all of these prerequisites have been met:

• Your user account is linked to a contact record
• The Mobile App has been enabled as an organization-level delivery method
• SSO is configured correctly for the Mobile app (if applicable)

Workaround

While SSO authentication is being configured for the Mobile app, you can access your account features through the Member Portal as a temporary alternative.

If you can successfully log into a different organization or production instance with the same user account but not your current environment, this typically indicates a delivery method configuration issue specific to that organization rather than a problem with your account itself.

Still Having Issues?

Contact your Organization Administrator to verify that:

• The Everbridge Mobile App has been enabled as a delivery method for your organization
• Your user account has been properly linked to your contact record
• SSO is configured correctly for the Mobile app (if applicable)