ArcGIS Online: Unable to sign you in. Contact Customer Service for assistance - SB-0011

Error Message

Attempts to log in to ArcGIS Online or use the ArcGIS Sign In dialog box in an app that uses Named User credentials (such as a mobile app or ArcGIS Pro) return the following error message. The error message displays after the February 2025 ArcGIS Online update.

Error:   
Unable to sign you in. Please contact Customer Service for assistance. - SB-001

Cause

The credentials used for login belong to an ArcGIS Online subscription that is in a canceled or inactive state.

Solution or Workaround

Review the usernames or ArcGIS Online organizations

To ensure the correct username or organization is used for login when multiple ArcGIS Online usernames have been created, click Forgot username? in the Sign In dialog box to review the available usernames or organizations. Refer to ArcGIS Online: Sign in for more information.

Contact the administrator

Contact the ArcGIS Online administrator to work with the account’s primary maintenance contact and reach out to Esri Customer Service to review the status of the ArcGIS Online subscription. Refer to ArcGIS Online: Your subscription for more information.