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FAQ: Why Am I Getting an “Identity Provider Request Failed” Error When Adding a User?

If you see an “Identity provider request failed” error while adding a new user, your Empath account has most likely reached its licensed user limit. Learn how user seats are counted and how to free up or add additional seats.

 Why am I seeing this error?

If you receive the following error when trying to add a user:

Identity provider request failed

This typically means that your Empath account has run out of available user seats.

For example, if your subscription includes 20 users and all 20 seats are currently in use, Empath cannot provision another user until an additional seat becomes available.

Why does it look like I still have room?

A user does not need to have logged in to consume a license seat.

Users who have been invited or provisioned may already count toward your licensed user total, even if they have never logged into Empath.

For example:

  • Your subscription includes 20 seats
  • You have 18 active users
  • You also have 2 users in an invited status who have never logged in

All 20 seats are currently being consumed.

How do I fix it?

You have two options:

  1. Add additional seats to your Empath subscription.
    If you have access to subscription management, you can add seats through Manage Subscription. You can also contact Empath Support for help adding seats.
  2. Remove a user who no longer needs access.
    Review your current users, including users who are still in an invited status. If someone should no longer have access to your Empath tenant, removing that user can free a seat for the new user.

Once a seat is available, try adding the new user again.

Important Note

The “Identity provider request failed” message does not currently make it clear that the account has reached its licensed user limit. If you encounter this message while adding a user, checking your available seats should be your first troubleshooting step.

Need Help?

If you are still unable to add the user, contact Empath Support at support@empathmsp.com or use the in-app chat bubble. We can help confirm your current seat usage or assist with adding additional seats.