Restore Access to Your Redis Cloud Account

Redis Cloud is secured with native authentication (email and password or social login such as Google or GitHub) and SAML-based Single Sign-On (SSO). If you're unable to log in, recovery steps depend on your authentication method and user role. This article provides step-by-step instructions for restoring access, addresses common login issues, and outlines recovery paths for SSO users and account ownership changes.

Step-by-Step Instructions

Step 1: Determine Whether You Have Access to Your Account Email

If you still have access to the email address associated with your Redis Cloud account:

• Go to cloud.redis.io and log in

• Click Forgot password?

• Enter your email address and follow the reset instructions

• Check your inbox and spam or junk folders for the reset email

If you don’t receive the email, see Troubleshooting Common Issues below.

Note: Password reset and account activation are separate steps. If you’ve reset your password but still can’t log in, first complete email activation by clicking the activation link in your verification email. If needed, resend the activation email from the sign-up or login page, then try logging in again after activation.

Social login accounts (GitHub/Google): use the same provider you signed up with

If you created your Redis Cloud account using a social login (for example, GitHub or Google), you must sign in with that same provider. Password resets for email/password won’t apply to a social login, and using a different provider can create a brand-new, empty account.

How to sign in with GitHub (for accounts linked to GitHub):

• Log out of the Redis Cloud app completely.

• On the login page, select Continue with GitHub.

• If prompted by GitHub, authorize access.

• Confirm you’re signed into the correct GitHub account in your browser. If you use multiple GitHub accounts, go to http://github.com , sign out, then sign back in to the intended account before retrying the Redis Cloud login.

If you used Google by mistake:

• If you signed in with Google and saw a new, empty account, log out.

• Return to the login page and choose Continue with GitHub instead.

• If you now see your expected data, a separate empty account was likely created with Google. Keep using the GitHub option. If you need the two accounts merged, contact Redis Support (merging isn’t always possible and may require identity verification).

How to tell which login method your account uses:

• Think back to how you first created the account—did you click GitHub or Google?

• If Continue with Google shows “No account found” or a password reset doesn’t work, but Continue with GitHub succeeds, your account is GitHub‑linked.

• If you’re unsure, contact Redis Support with the email address on the account and we’ll confirm the linked provider.

No longer have access to your GitHub account?

• Recover your GitHub account through GitHub’s recovery process and then sign in to Redis Cloud using Continue with GitHub.

• If you cannot recover the GitHub account, contact Redis Support. Be prepared to verify identity (for example, the email on file, recent billing details/transaction IDs, last successful login date, and the account or organization name). For security, we can’t switch providers without sufficient verification and, in some cases, may be unable to transfer access.

Linking multiple sign‑in methods (if supported):

• After signing in successfully with your current provider, check Account Settings > Security or Connected accounts. If available, you can link an additional provider (for example, add Google while signed in with GitHub) so you have more than one way to sign in. Availability depends on your plan and region.

If clicking Continue with GitHub just spins:

• Allow third‑party cookies and pop‑ups for both http://cloud.redis.io and http://github.com (or the provider’s domain), and temporarily disable tracking protection or ad‑blockers. See Troubleshooting Common Issues below.

Tip: Keep the same verified email in your identity provider (for example, your GitHub account email) as the email you use in Redis Cloud. This reduces confusion and helps Support confirm your account if you need assistance.

If you do not have access to your account email:

Contact Redis Support and include the following information:

• Last 4 digits of the credit card used for the most recent payment

• Last payment amount made to Redis

• Full account name and billing address from Redis Cloud account settings

Redis Support will use this information to verify account ownership before making any changes. Access recovery is not guaranteed if ownership cannot be verified.

Step 2: If You're Using SAML SSO

SAML users are managed entirely through your identity provider (IdP), not directly in Redis Cloud.

Contact your internal IT or identity administrator to:

• Verify that your user account is active in the IdP

• Confirm required group or role assignments

• Reassign or re-enable access if needed

Only account owners can modify or disable SAML configuration in Redis Cloud. Redis Support cannot bypass your IdP or force-create SAML users; all SSO access changes must be made in your identity provider. For more details, see SAML/SSO Account Management in the Redis Cloud documentation.

Step 3: If You're Not the Account Owner and Need Access

Ask the current account owner or an existing admin to add you as a user from the Redis Cloud Console under Access Control.

If you cannot identify or reach the account owner, contact Redis Support and provide:

• Business justification for access

• Account email or organization name (if known)

• Payment verification information listed in Step 1

Redis cannot directly add new users to an account without verifying ownership and security context. Redis Support will review your request but may be unable to grant access if billing ownership or domain control cannot be confirmed.

Troubleshooting Common Issues

Additional Resources

SAML/SSO Account Management

Redis Cloud Security Overview