We could not process your account. Please contact support for assistance

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1

Note: The following sections are pre-generated to help you provide the necessary details to resolve your issue faster. Feel free to remove or modify any sections that do not fit your specific problem.

Issue Summary

  • Expected: What should happen.
  • Actual: Getting error on the Logs dashboard: “We could not process your account.
    Please contact support for assistance.”

Steps to Reproduce if necessary

  1. Go to page www . cambioml . com and click “Try Sandbox”
  2. Click log in button and log in via either Gmail or a normal email
  3. Auth failed and Auth0 dashboard shows “We could not process your account.
    Please contact support for assistance.”

Error / Debug Info

  • Paste any error messages or logs here.

“We could not process your account.
Please contact support for assistance.”

Environment

  • Platform: (e.g., Web, iOS, Android, etc.): Web
  • SDK/Library: (e.g., auth0-react, nextjs-auth0)
  • Versions: (e.g., Next.js v14.2.26, Node.js v20.10.0)

Additional Context

  • Provide any extra details, screenshots, or code snippets that might help us diagnose the problem.
2

Hi @wanwanaiai45

Welcome to the Auth0 Community!

I’ve seen that your tenant is using developer keys, can you update your google social connection to use your application set of keys and try to login again.

Thanks
Dawid

3

Thanks @dawid.matuszczyk.

I’ve been switching my tenant from developer to production, but still having no luck with neither sign in nor sign up.

One error log is like:

{
  "date": "2025-04-18T06:39:13.167Z",
  "type": "f",
  "description": "We could not process your account.\nPlease contact support for assistance.",
  "connection": "Username-Password-Authentication",
  "connection_id": "",
  "client_id": "",
  "client_name": "AnyParser Sandbox",
  "ip": "",
  "user_agent": "Chrome 135.0.0 / Mac OS X 10.15.7",
  "details": {
    "body": {},
    "qs": {
      "state": "7uufMU9JaOc-hWFfOhuXP6ZSKindgsFj"
    },
    "connection": "Username-Password-Authentication",
    "error": {
      "message": "We could not process your account.\nPlease contact support for assistance.",
      "oauthError": "access_denied",
      "type": "oauth-authorization"
    },
    "session_id": "2i_MAuT5qMsWX7YARTnla_7qFmzC4a_O",
    "actions": {
      "executions": [
        "ZTI7sqVfNRlMtqQRMZ98bXt0MjAyNTA0MThtc2TzK1BBOL006UVLP6PY"
      ]
    },
    "stats": {
      "loginsCount": 1
    }
  },
  "hostname": "dev-5m1dgbqjz2jua7l2.us.auth0.com",
  "user_id": "auth0|6801f38f7a33a8c92e3af25e",
  "user_name": "3375054630@qq.com",
  "strategy": "auth0",
  "strategy_type": "database",
  "audience": "https://dev-5m1dgbqjz2jua7l2.us.auth0.com/api/v2/",
  "scope": [
    "openid",
    "read:current_user",
    "update:current_user_metadata",
    "profile",
    "email"
  ],
  "$event_schema": {
    "version": "1.0.0"
  },
  "log_id": "90020250418063913198409000000000000001223372073872188198",
  "tenant_name": "",
  "_id": "90020250418063913198409000000000000001223372073872188198",
  "isMobile": false,
  "id": "90020250418063913198409000000000000001223372073872188198"
}

Would you please take a look again? Thanks in advance.

4

Hi @wanwanaiai45

Thank you for the update. By developer keys, I meant for the Google social connection. You can read more about that here: https://auth0.com/docs/authenticate/identity-providers/social-identity-providers/devkeys and https://marketplace.auth0.com/integrations/google-social-connection to learn how to enable your own set of keys.

Regarding the issue you see, it’s not an error raised by the Auth0 system but a cached error from one of your Actions. Please check the Action details in the logs for details regarding the error.

Thanks
Dawid

5

Hi @dawid.matuszczyk, sorry to bother you again.

I’ve been setting my Google social connection key to production key, however I’m still getting the same issue.

I’ve been also tried to log in with username and password, also getting the same issue.

{
  "error": "access_denied",
  "error_description": "We could not process your account.\nPlease contact support for assistance."
}

Here’s the newest Google login error message:

{
  "date": "2025-04-23T09:44:49.936Z",
  "type": "f",
  "description": "We could not process your account.\nPlease contact support for assistance.",
  "connection": "google-oauth2",
  "connection_id": "con_DqcCuF3ZSGNSIKaB",
  "client_id": "kiy3oupCRpD1CaU9v24D56VEFkyA8owg",
  "client_name": "AnyParser Sandbox",
  "ip": "212.87.194.63",
  "user_agent": "Chrome 135.0.0 / Mac OS X 10.15.7",
  "details": {
    "body": {},
    "qs": {
      "state": "DS42NPvi10lmbnQNBV6OF1HtqPkR6y09"
    },
    "connection": "google-oauth2",
    "error": {
      "message": "We could not process your account.\nPlease contact support for assistance.",
      "oauthError": "access_denied",
      "type": "oauth-authorization"
    },
    "session_id": "yeVvUh90W6VfqaXEmK77BXztbzo5IxiP",
    "actions": {
      "executions": [
        "ZTIusWqYYNZJ_qjaKTAJwkQRMjAyNTA0MjM8NdJvmiBBNZ5oQTTWI5Az"
      ]
    },
    "stats": {
      "loginsCount": 20
    }
  },
  "hostname": "dev-5m1dgbqjz2jua7l2.us.auth0.com",
  "user_id": "google-oauth2|101198855565892268440",
  "user_name": "remi.guan.gm@gmail.com",
  "strategy": "google-oauth2",
  "strategy_type": "social",
  "audience": "https://dev-5m1dgbqjz2jua7l2.us.auth0.com/api/v2/",
  "scope": [
    "openid",
    "read:current_user",
    "update:current_user_metadata",
    "profile",
    "email"
  ],
  "$event_schema": {
    "version": "1.0.0"
  },
  "log_id": "90020250423094450046945000000000000001223372074324315301",
  "tenant_name": "dev-5m1dgbqjz2jua7l2",
  "_id": "90020250423094450046945000000000000001223372074324315301",
  "isMobile": false,
  "id": "90020250423094450046945000000000000001223372074324315301"
}

And another example with username and password login:

{
  "date": "2025-04-22T23:02:28.538Z",
  "type": "f",
  "description": "We could not process your account.\nPlease contact support for assistance.",
  "connection": "Username-Password-Authentication",
  "connection_id": "con_XvqIXXJmzczcbujV",
  "client_id": "kiy3oupCRpD1CaU9v24D56VEFkyA8owg",
  "client_name": "AnyParser Sandbox",
  "ip": "2601:285:581:6540:18c2:b529:a09f:5157",
  "user_agent": "Chrome 135.0.0 / Mac OS X 10.15.7",
  "details": {
    "body": {},
    "qs": {
      "state": "1zMve2fN3T1MJwsPtLn1pn7rXPD1Vqb9"
    },
    "connection": "Username-Password-Authentication",
    "error": {
      "message": "We could not process your account.\nPlease contact support for assistance.",
      "oauthError": "access_denied",
      "type": "oauth-authorization"
    },
    "session_id": "0_YaCdvBIv6VN0dpdypSHA58S2IiJawQ",
    "actions": {
      "executions": [
        "ZTJEs88rs4lFXpiIKxVM3sdmMjAyNTA0MjIX_RxgRGRCt4nO4KmeF9t9"
      ]
    },
    "stats": {
      "loginsCount": 2
    }
  },
  "hostname": "dev-5m1dgbqjz2jua7l2.us.auth0.com",
  "user_id": "auth0|68081eee97324a5b118c58fa",
  "user_name": "erussell4@wisc.edu",
  "strategy": "auth0",
  "strategy_type": "database",
  "audience": "https://dev-5m1dgbqjz2jua7l2.us.auth0.com/api/v2/",
  "scope": [
    "openid",
    "read:current_user",
    "update:current_user_metadata",
    "profile",
    "email"
  ],
  "$event_schema": {
    "version": "1.0.0"
  },
  "log_id": "90020250422230228599847000000000000001223372074289122414",
  "tenant_name": "dev-5m1dgbqjz2jua7l2",
  "_id": "90020250422230228599847000000000000001223372074289122414",
  "isMobile": false,
  "id": "90020250422230228599847000000000000001223372074289122414"
}

Do you have any other suggestions? We have to make our application able to work. Perhaps create another tenant, i.e., reset everything?

Thanks for your help!

6

Hi @wanwanaiai45

Thank you for the update,

I’ve send you a DM.

Thanks
Dawid