[Bug] Authentication redirect loops to onboarding for existing account with active subscription

[migas5000]

Bug Description
Account authentication broken — existing account not found during login.

Email: miguel.perry@webteam.pt (active account with subscription)

ISSUE: When logging in to claude.ai or Claude Desktop, I'm redirected to the onboarding page (claude.ai/onboarding?returnTo=%2Fmagic-link%3F) instead of my dashboard. The page shows "Let's create your account" with my email verified at
the bottom, and a "Not found" error badge in the top-right corner.

The same issue occurs with "claude login" in Claude Code CLI — it redirects to account creation.

IMPORTANT DETAILS:

• My account already exists with active subscription and usage history
• This is account-specific — colleagues on the same network have no issues
• Tested with VPN off, no proxies, multiple browsers — same result
• Already authenticated Claude Code sessions continue to work
• I have NOT clicked "Create account" to avoid duplicating or overwriting my account
• Two previous support emails sent with no response

This is blocking my daily workflow. Please investigate urgently.

Environment Info

• Platform: darwin
• Terminal: ghostty
• Version: 2.1.80
• Feedback ID: 588f4ab6-e4ae-40f3-8988-deca8d5eaa5e

[github-actions]

Found 2 possible duplicate issues:

1. Claude Code OAuth flow redirects to /onboarding pricing page instead of /login - no way to authenticate existing Max subscriber #19160
2. Claude Desktop App stuck in login loop with 'Invalid authorization' error #22685

This issue will be automatically closed as a duplicate in 3 days.

• If your issue is a duplicate, please close it and 👍 the existing issue instead
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🤖 Generated with Claude Code

[bergarator]

Same issue here. Pro subscriber, since March 17 outage. Login with verified email redirects to “Let’s create your account” / onboarding page. iOS app works perfectly with full history. Tried clearing cookies, incognito, multiple browsers, multiple computers — same result. Support email, DSA inquiry, and Fin AI chat (2 tickets) — zero response in 4 days. This is NOT a duplicate of #19160 which is about Claude Code OAuth. This is a claude.ai web login bug affecting existing accounts after the March 17 outage.

For reference, my Fin AI Agent conversation IDs with zero resolution: 215473516210636 and 215473574775779. Both were closed automatically without any human agent responding.

[GiacomoPatella]

Same issue. Day 3.

Stuck in a /login to /onboarding redirect loop despite having an active max account.

No access to Claude.ai and Desktop.
iOS ok (I could log out and log back in).
Claude Code works on active sessions (pre-issue) but I haven't tried to log out for fear of losing access there too.

Tried all troubleshooting options, cookies, incognito, deactivated browser extensions, removed sign-in with Google from chrome settings, signed out of all accounts (except claude code), signed in with email instead of SSO. No joy.

No human agents on support chat. Sent a support ticket, no response after two days. Fin AI agent only lists troubleshooting options. Only once it said it would pass on the issue to a human agent. Last time I tried 10' ago: "I apologize, but our team is not currently available to help you. I understand how frustrating it must be to be unable to access your account for three days, especially when you're paying for a premium subscription. To get more help, browse our Help Center for additional troubleshooting tips, or get more help from Fin by starting a new conversation. [Ends chat conversation]." Great.

[migas5000]

Same issue. Day 3.

Stuck in a /login to /onboarding redirect loop despite having an active max account.

No access to Claude.ai and Desktop. iOS ok (I could log out and log back in). Claude Code works on active sessions (pre-issue) but I haven't tried to log out for fear of losing access there too.

Tried all troubleshooting options, cookies, incognito, deactivated browser extensions, removed sign-in with Google from chrome settings, signed out of all accounts (except claude code), signed in with email instead of SSO. No joy.

No human agents on support chat. Sent a support ticket, no response after two days. Fin AI agent only lists troubleshooting options. Only once it said it would pass on the issue to a human agent. Last time I tried 10' ago: "I apologize, but our team is not currently available to help you. I understand how frustrating it must be to be unable to access your account for three days, especially when you're paying for a premium subscription. To get more help, browse our Help Center for additional troubleshooting tips, or get more help from Fin by starting a new conversation. [Ends chat conversation]." Great.

In my case, after waiting three days for the support team to contact me — which never happened — I decided to take the risk. I went ahead and proceeded with the new account. After going back and forth with several AI tools, it actually worked out well. Instead of creating a new account, it reverted back to my original one. That was my experience. At least in this regard, it went smoothly. As of today, I still haven't received a response, and it's been over a week.

[github4ansh]

I don't know what's happening to me I already paid for PRO membership yet it's showing free and when attempting to do the monthly payment again it is doing nothing and showing an error message - this organization already has an active subscription

Issue Environment: I did all the steps in Claude Desktop (but same is happening in claude code CLI and in claude browser)

[GiacomoPatella]

In my case, after waiting three days for the support team to contact me — which never happened — I decided to take the risk. I went ahead and proceeded with the new account. After going back and forth with several AI tools, it actually worked out well. Instead of creating a new account, it reverted back to my original one. That was my experience. At least in this regard, it went smoothly. As of today, I still haven't received a response, and it's been over a week.

Thanks for sharing this @migas5000! I waited another day then went ahead with the onboarding. Cleared cookies and logged back in via SSO. It worked, back on my max plan on web and desktop. 👍

Claude Code explained that I wouldn't have lost access in the CLI anyway as it uses its own authentication token stored locally on my machine. It's completely independent from the web/desktop app login. You won't lose access by doing anything on claude.ai.

[cliffhall]

This is definitely the same problem as #19160

[StoryScaleAi]

Adding a data point — same issue on my account since April 24, 2026.
I know my Max subscription ($20/month) won’t move the needle at Anthropic, but I’m genuinely locked out of the product I’m paying for, so here’s the detailed report hoping someone can help.

The issue:
• Existing Claude Max account, active and confirmed on mobile
• Desktop app + claude.ai both route to “Let’s create your account” onboarding
• Email shows as verified but auth fails

What happened before it broke: logged in on Mac, attempted login on office desktop while first session was still active. Both the login failed AND the original session got force-logged-out simultaneously. Since then, all desktop/web attempts fail the same way. Mobile still works.

Already tried: Google SSO, email magic link, incognito, multiple browsers/devices, revoked Google access, cleared app data. Nothing works.

Support: Ticket #215474005792314 (3 days, no human response).
This looks like the same root cause as #19160 — backend auth routing / account service sync issue.