CloudHealth - SSO Sign in issue - process returns either - "Account Locked" or "No Verified Credentials found" or "Account is Disabled"

Products

• CloudHealth

Issue/Introduction

If signing in via Single Sign On for CloudHealth and you receive any of the following error messages - "Account Locked", "No Verified Credentials found" or "Account is Disabled", please follow the instructions below to resolve the issue:

Resolution

Account is Locked / No Verified Credentials found:

Note: Capture the email address you're making use of within CloudHealth (Note: this will sometimes differ from the address you use to authenticate against your IDP). If you aren't sure of that email address please log a ticket with CloudHealth Support who will be able to pass back the email address. 

To then resolve the issue please follow these steps:

1. Navigate in a new browser tab to - https://support.broadcom.com/web/ecx and select the login option:
   
   
   
   
   
2. You will then be prompted to enter an email address, please enter the email address associated with your CloudHealth account (keep in mind this may differ from the address you use to authenticate to your IDP - if you're not sure as mentioned above please log a ticket and CloudHealth support can pass this value back to you. 
   
   
3. From there you will receive a notification that the account is locked - select the Unlock Account option:
   
   
   
   
4. You will then receive a prompt to reset your password via an email to that address:
   
   
   
   
5. This email when delivered will contain a link that will allow you to define a new password for that account within AuthHub and unlock it see example email below:
   
   
6. The section to enter the new password will appear as so below:
   
   
7. If your Broadcom Account was an Enterprise Level Account (i.e. associated with one or more support site IDs) you'll also be required to enable Multi-Factor Authentication (MFA). 
   
   
8. Select your preferred MFA option to complete your account migration:
   
   
   
   
9. Now that the account is unlocked you should be able to proceed with signing into CloudHealth as normal, you may be prompted for MFA when landing on - https://access.broadcom.com/ CloudHealth are currently in discussions with the team behind AuthHub on if this requirement for MFA can be removed. 
   
   
   
10. If sign in issues persist after following this process please log a ticket with CloudHealth Support.
    
    

Account is Disabled 

1. This issue will occur if the users account was previously Non Federated, and the Account Unlock process mentioned in the steps above wasn't followed in 2025. 
   
   
2. Please proceed to - https://profile.broadcom.com/web/forgot-password 

3. Enter your account email (if required please contact CloudHealth Support to confirm the email address in use for your user record within the platform, validate the captcha, and click "Next."

4. A 6-digit verification code will be sent to your email. Enter it and click "Verify & Continue."

5. A password reset link will then be sent to your email. Create a new password that meets Broadcom’s security requirements.

6. Please then close your browser, to remove any existing session tokens, and reauthenticate to CloudHealth via Single Sign On.
   
   
7. If sign in issues persist after following this process please log a ticket with CloudHealth Support.