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What to do if you experience a login issue on 12/10/25

Tres Moore
  • Updated

Hi Marley is making a planned update to our sign-in security for customers using Single Sign On (SSO) on the evening of December 9, 2025. We don't expect any issues, but if you experience anything out of the ordinary on December 10th, then here are the steps to follow. 

Please note: this troubleshooting guide does not apply to any customers who do not use Single Sign On. 

How Do I know if My Team Uses Single Sign On (SSO)? 

Customers who use Single Sign On (SSO) will be forwarded to their log in portal after entering their email at chat.marley.ai. You will then see a log in screen with your company's logo somewhere on the screen, and you will use your company email to log on. 

If you are not forwarded to a login screen and you are asked to enter a password at this screen, then you are not logging in via SSO and you can skip these steps and reach out to support@himarley.com: 

 

1. First Step: Send Us the Error Message

If you try to sign in and receive an error:

  • Please take a screenshot of the error message

  • Email it to: support@himarley.com
    Include whether you know of any other coworkers who are seeing the same issue

This helps us determine right away whether the issue is affecting only your login or multiple users in your organization.

 

image (52).png
This is an example of what an error could look like if it's related to the Single Sign On changes taking effect the night of December 9th. This message will differ by identify provider, but if you see any error message, please send that to support@himarley.com. 

 

2. If the Error Mentions “ACS URL”,  “Reply URL”, or similar verbiage

Some users may see wording similar to:

  • “The reply URL does not match…”

  • “Invalid ACS URL”

  • “Reply URL mismatch”

These messages may indicate that the login system your company uses needs to update its settings to match Hi Marley’s new secure login domain.

  • This is related to a improvement to security and is expected to reduce issues using third party cookies. 

  • If you see an error message mentioning an error like these examples, no action is needed from you directly—but please include a representative from your IT team on a thread with support@himarley.com so that we can provide guidance if needed and get you logged in as quickly as possible. 

3. If the Error Does Not Mention ACS or Reply URLs

Please still send the error to support@himarley.com.
We will help determine whether the issue is related to the SSO update or something else.

4. We Are Here to Help

Our Support team and Engineering teams are actively monitoring the rollout of this security update. Most organizations will not experience any issues, but if you do, we will work directly with your IT team to resolve the problem as quickly as possible.

If you have any questions, please reach out to: support@himarley.com

 

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