Invalid credentials

The 8x8 Connect portal API returns this problem when it refuses a sign-in because the email address or password was not accepted. The response is the same whether the email address is not recognized or the password is wrong, and it does not say which.

For the response format and the other problem types that the portal API returns, see Connect portal error types.

Member	Value
type	https://developer.8x8.com/connect/errors/invalid-credentials
title	Invalid credentials
code	invalid_credentials
status	401, or 400 when a single sign-on (SAML) sign-in cannot start

---

What causes it

When it happens	Status	Cause
Signing in with an email address and password	401	The email address and password were not accepted.
Completing a social sign-in	401	The social sign-in was verified, but the account cannot sign in.
Signing in with single sign-on	400	The email address was not accepted for single sign-on.
Two-factor sign-in (requesting or entering a verification code)	401	Rarely, the sign-in can no longer be completed.

📘

The HTTP status alone does not identify this problem. It is 400 when signing in with single sign-on and 401 in the other cases, and other problem types use the same statuses. Identify it by its code or type.

---

What to do

1. Do not resend the same credentials.
2. Ask the user to check the email address and password, then try again. Each new sign-in attempt needs a new security-check token; see Security check required.
3. If the user does not remember the password, have them reset it with Forgot Password on the 8x8 Connect sign-in page.
4. For a single sign-on sign-in, ask the user to check the email address.
5. If the user is sure that the details are correct, they should contact their workspace administrator.
6. If the problem came from a two-factor step, start the sign-in again from the email and password step.

🚧

Repeated failed sign-ins can block further sign-ins to the account, answered with Too many attempts. Never retry a refused sign-in automatically or in a loop.

---

Example response

For a sign-in with an email address and password, the API returns this problem with HTTP 401 and the content type application/problem+json:

{
  "type": "https://developer.8x8.com/connect/errors/invalid-credentials",
  "title": "Invalid credentials",
  "status": 401,
  "instance": "/api/…",
  "timestamp": "2026-10-26T03:14:15.926Z",
  "code": "invalid_credentials"
}

The response can carry other members, such as the legacy error member and an errorId. Branch only on code or type.

---

Related

• Connect portal error types
• Account suspended
• No access to this application
• Password expired
• Too many attempts
• Security check required
• API error codes for the 8x8 messaging APIs, which use a different response format