Check User Profiles

Is user profile information correct at the source (authorization server)?
Generate and check the HAR file, look for an id_token.
Before sharing a HAR file with anyone (including Auth0), ensure that you remove or obfuscate all sensitive data, such as:
Confidential user information
Personal identifiable information (PII)
Confidential application information
To learn more, read the following articles on Auth0 Community:
Sanitizing HTTP Traces
How to Sanitize an HTTP Trace File Automatically
How to Manually Redact Sensitive Information
HAR File is Too Large to Upload to the Support Case
Decode the id_token at JWT.io to see if it has the correct information.
Check any custom database scripts or rule logic.
Check if you called /tokeninfo endpoint and have a custom domain configured within Auth0. If so, you need to use /userinfo endpoint instead
Check if you called /userinfo endpoint properly. You should pass an access token. You should call this endpoint with the default Auth0 domain even if the tenant has a custom domain enabled.
Check if you specified the correct scope to get an Access Token.

See the Monitoring page for more details on each of the log events that can help you troubleshoot issues.

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