Custom Database - User Sign Up Error "We're sorry, something sent wrong when attempting to sign up"

Last Updated: Sep 10, 2025

Overview

When using a custom database with import mode switched on and using Classic Universal Login, some users get the error:

We're sorry, something went wrong when attempting to sign up.

Applies To

Custom Database
Signup Error

Solution

If import mode is switch on, when a user signs up the get_user script is triggered, if a profile is returned the generic "We're sorry, something went wrong when attempting to sign up" error is displayed and a user account is not created in Auth0. This is because users are meant to migrate on login and not on sign up. The user at this point should proceed to login instead which will migrate the user account to Auth0.

The messaging is generic to mitigate user enumeration attacks by camouflaging the specific error so to speak. This can be switched off via the the feature flag found in Tenant Settings > Advanced.

With the above switched off the new error for this scenario will be

For info - if the user signing up does not exist in the legacy db i.e. the get_user script returns null then a new user will be created on sign up but there's no migration here anyway.