Private Cloud users experience access issues when attempting to log in to the Auth0 Support Center. This occurs because the user lacks the required tenant member role in the designated public cloud Support Tenant. Resolve this issue by ensuring the Support Tenant is created and adding the user as a tenant member with the appropriate role.

• Auth0
• Private Cloud
• Support Center

Access to the Auth0 Support Center requires the user to be a tenant member of a specific public cloud tenant, known as the Support Tenant. Users fail to access the portal because they are not added to this Support Tenant or lack the necessary Role-Based Access Control (RBAC) roles. 

Existing Private Cloud environments require an Auth0 public cloud-based tenant, referred to as the Support Tenant, to authenticate into the Support Center. This tenant is typically established during Private Cloud onboarding, follows a specific naming convention (for example, <Company Name>-support@<Public Cloud region>), and is hosted on the public cloud. It can also serve as a development environment.

To grant access, the user must be added as a tenant member to the Support Tenant with an appropriate RBAC role. Tenant members are individuals granted access to manage the tenant via the Auth0 Dashboard. RBAC roles determine the specific features and actions a tenant member can access. 

Add the user to the Support Tenant and assign the necessary role using the Auth0 Dashboard.

1. Log in to the Auth0 Dashboard of the Support Tenant.
2. Navigate to Settings and select Tenant Members.
3. Add the user and assign the appropriate RBAC role.

Related References

• Feature Access by Role