[BUG] Max subscriber: web/desktop login redirected to claude.ai/onboarding ("create account") for existing account; mobile apps work — no human response for 7 days
What's Wrong?
Summary
Since 2026-09-18, logging in to my existing Claude Max account from any Windows PC path (claude.ai in Chrome, Chrome incognito, VPN on/off, and the Claude desktop app for Windows) verifies my email successfully but then redirects to https://claude.ai/onboarding ("Let's create your account"). The same email logs in normally on the iOS app (iPhone, iPad) and the Android app, and shows the active Max plan and full chat history.
What I have ruled out
- Login method: "Continue with Google" and "Continue with email" both redirect (never used Sign in with Apple)
- Browser cache/cookies: same result in an incognito window; email typed manually (no autofill)
- Network: same result with VPN on and off
- Account: new logins on iPad and Android succeeded on 2026-09-21, so the account and email are fine
- I have NOT clicked "Create account" at any point (to avoid a duplicate account)
- On 2026-09-29, a brand-new account with a different email logged in normally on the same PC and browser, so the issue is account-specific
Likely cause
This matches the pattern in #36797, #57164, #58566, #92104 and #95534: the web/desktop auth flow fails to map the verified email to the existing account. Only a backend fix can resolve it.
Support status
- Fin chat, 2026-09-18 and 2026-09-21 (Conversation ID 215475988703157)
- Escalated to human support by email on 2026-09-21 (Conversation ID 215476022093458)
- No human response yet. Account details have been provided to Anthropic Support.
Environment
Windows 11, Chrome; Claude desktop app for Windows. Max plan subscriber.
What Should Happen?
After email verification, I should be signed in to my existing Max account on claude.ai and the Windows desktop app, as I am on the iOS and Android apps.
Steps to Reproduce
- On a Windows 11 PC, open https://claude.ai in Chrome (normal or incognito).
- Enter my account email and click "Continue with email" (or "Continue with Google").
- Open the sign-in link / enter the code from the email.
- Result: redirected to https://claude.ai/onboarding ("Let's create your account") instead of the existing Max account.
- Same result in the Claude desktop app for Windows.
- Same email on the iOS/Android apps: logs in normally with Max plan and full history.
Last Working Version
Worked until 2026-09-17 (claude.ai web and desktop app)
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4 Comments
Note for maintainers: this was auto-labeled "invalid", probably because no Claude Code CLI version applies. The report is about the claude.ai web / Windows desktop app login flow (same backend account-mapping issue as #36797, #57164, #58566, #92104, #95534), not the CLI. Please keep it open or route it to the claude.ai auth team. A Max subscriber has been locked out of web/desktop for 10 days with no human support response (support conversation ID 215476022093458).
I am having same exact problem
Conversation 215476235740822
I have exactly the same problem and Anthropic haven't responded for over 7 days either. I'm a pro user. Conversation number 215476153387284
Update from the original reporter (Conversation ID 215476022093458):
Could someone from Anthropic please look into this account-mapping issue, and advise how affected paid users can cancel or manage their subscriptions in the meantime?