There are some instances where users are unable to sign into the TMC due to their emails not matching what is associated with their PIV. After verifying that a user has an account in the TMC under a different email, kindly escalate.

Ways to confirm if a user’s account is under a different email:

1. Ask the user if they have undergone any email changes. Most users are aware and can give clarification.
2. If the user’s name is similar to what is listed on another account, confirm if the managers/supervisor matches.
3. Keep in mind potential misspellings of common names. Or look for differences in the user’s name and the email, as most emails are a combination of their first and last names.

Once it has been confirmed that the user’s email needs to be updated, kindly send the below SR.

After checking your account, I found that the email in your TMC account does not match what you have. This conflict may be the reason why you are unable to access your account via Single Sign-On. Allow me a moment to create a ticket and request that the email in your TMC account be updated.