SAP Knowledge Base Article - Public

3762313 - An error is shown when using "Sign In as Another User" 

Symptom

An error is shown when using "Sign In as Another User" 

"Either the username or the password is incorrect. Please try again with valid sign-in credentials."

Environment

SAP Sales Cloud and SAP Service Cloud Version 2

Reproducing the Issue

  1. Logon to the tenant with an Admin User
  2. Click on the User Menu Icon
  3. Select Sign In as another User
  4. Select the User
  5. Click on OK and Confirm
  6. Enter the Admin User credentials again
  7. --> An error is shown: Either the username or the password is incorrect. Please try again with valid sign-in credentials. 

Cause

The error is shown when the user does not have an email address configured on either the Employee record or the User record. 

Resolution

  1. Navigate to the Employee record for this user and add a valid email address.
  2. Open the User Details page and verify that the email address is displayed correctly.
  3. Re-try the login as another user. 

Keywords

Sign In as another User, valid sign-in credentials, password incorrect , KBA , CEC-CRM-IAM , Identity and Access Management for SAP Sales/Service Cloud , Problem

Product

SAP Sales Cloud and SAP Service Cloud Version 2 all versions