Quick Answer
A new user with a valid company email who still can't access Pinnacle Series in an Entra ID synced tenant is usually missing from the Entra ID Group configured to sync with the platform; adding them to that Group and re-syncing resolves it.
What This Article Helps With
This article is for Pinnacle Series Administrators whose new users can't access the platform, or don't exist in the tenant, despite having a valid company email address, in tenants configured to sync with Entra ID.
Symptoms
A new user is unable to access the platform, or does not exist within the tenant, despite having a valid company email address. An access-related error message may be displayed.
Cause
This occurs when the tenant is configured to sync with Entra ID, but the user has not been added to the Entra ID Group configured to sync with the platform. Having a company email address alone is not sufficient for access - the user must be a member of one of the specific Entra ID Groups configured to sync with Pinnacle Series.
Resolution
- Confirm whether the user is a member of the Entra ID Groups designated to sync with the tenant. If they are not, this confirms the cause of the access issue.
- Contact your internal IT team about the missing user.
- Ask IT to add the user to at least one of the relevant Entra ID Groups that sync with the platform.
- Wait for the next scheduled sync, or run a manual sync.
Confirm the user now appears in the tenant and can access the platform.