Unable to access My Esri due to account synchronization or redirection issues

Description

This article provides a troubleshooting workflow for redirection and account synchronization issues within My Esri. Specifically, the user may experience a loop where, after clicking the 'Connect to My Esri' button in an invitation email, the browser automatically signs in to a previous session rather than linking to a new account.

The user might see the following behaviors.

• A message on My Esri which reads "Connect to Your Organization: To view and manage information about your organization in My Esri, your username must be connected to it."

• A redirect to a public My Esri profile that lacks the expected organizational permissions
• A sign in loop that repeatedly loads an old or expired ArcGIS Online identity

This often occurs if the recipient has used a trial account or an old organizational account in the same browser recently, leaving active tokens or cookies that My Esri attempts to reuse.

Cause

Redirection and synchronization issues typically occur because of a stored browser state. When a user clicks an invitation link, My Esri attempts to authenticate the session. If the browser has an active session (or cached credentials) from a trial, public, or different organizational account, My Esri may automatically match the invitation to that existing identity. As My Esri and ArcGIS Online share an identity management system, a mismatch occurs when the invitation metadata does not align with the active browser cookie, leading to a synchronization failure or an incorrect redirect.

Solution or Workaround

1. Sign into My Esri as an administrator.
2. Navigate to Users > Manage Invitations and locate the user experiencing this issue. If their status is Pending, click the trash bin icon to delete the invitation.
3. Go to Users > Invite Users. Enter the member’s email, grant necessary permissions, and send the new invitation. Refer to How to Administer Users on My Esri for more information.
4. Log out of the administrator account and close the browser.
5. In the invitation email, right-click the Connect to My Esri button and select Copy Link Address.
   1. Open a private browsing session (Incognito, InPrivate, etc.).
   2. Paste the link.
   3. Log in with the specific credentials for the new account.

Troubleshooting Persistent Redirection

If the browser continues to redirect to an old account instead of the target account, force a session sync.

1. Open a new browser tab and log in to arcgis.com directly using the credentials of the intended account.
2. Once signed in to ArcGIS Online, paste the My Esri invitation link into a second tab within that same browser window. This ensures the My Esri invitation pulls metadata from the active ArcGIS Online session.