Auth0 Support Center - Custom DB Gives Error "Please Verify the Provided Email / Username or Password"

Custom DB Gives Error "Please Verify the Provided Email / Username or Password"

Sep 10, 2025

Overview

During an operation related to a user from a custom database connection (such as reset password, for example), the following error occurs:

DB Get user Custom script: Please verify the provided email/username or password

The Import Mode is turned on.

Applies To

Custom DataBase (DB)

Cause

This can happen when a different email address is sent for a particular user ID, and there is already a record of one email address. This can happen, for example, when the user's email address changes in the legacy DB, but there is already a shadow profile in Auth0 with the old email information.

Solution

The delete connection user by email API endpoint can be used here to clean the shadow user. Refer to Delete a Connection User for more details.