[BUG] Existing Max subscriber: email login verifies then routes to "Let's create your account"; web + Mac desktop + fresh iOS login locked out; Console + Claude Code still authenticated; no human support response in 48h

Preflight Checklist

• [x] I have searched existing issues and this hasn't been reported yet
• [x] This is a single bug report (please file separate reports for different bugs)
• [x] I am using the latest version of Claude Code

What's Wrong?

What's Wrong?

Since 29 Sep 2026 (~13:30 UTC, around that day's service incident), signing in to claude.ai with steve.jones@i-synergy.com verifies the email successfully, then lands on https://claude.ai/onboarding ("Let's create your account — Email verified as steve.jones@i-synergy.com") instead of my existing Max account.

Login method: email code (not Google, not Apple). Plan: Claude Max 20x via Apple App Store, active and renewing.

Broken: claude.ai web (Chrome, Safari), Claude Desktop on macOS, and any fresh login on iOS.
Still working: the Claude iOS app session that was already logged in, and Claude Code on my Mac, both authenticated to the same organisation. These are my only access. I have NOT clicked "Create account", to avoid the duplicate-account outcome documented in #51002.

Evidence the account and data are intact:

• Claude Code /status: Login method "Claude Max account", org "steve.jones@i-synergy.com's Organization"
• Organisation ID: b8028218-5ac5-4ecf-88f4-e5ac678da1e1
• Account ID: 26c9d4a9-10c7-4166-8762-13a911a1971a
• Console (platform.claude.com) logs in normally with the same email; I am Admin of the Console org there.
• Fin, in the support thread, confirmed the org above is on a Max plan.

This is the same backend identity-to-organisation mapping failure as #36797, #39788, #57164, #58566, #88497 and #97727. Cache clear, reinstall and "log out of all sessions" do not apply, and the last would destroy my only working access.

Support path: Fin conversation "Account Access Issue" opened 29 Sep via the Console messenger (Console Admin + Max subscriber, so Product Support should be available). Fin stated at ~08:36 BST on 30 Sep that it was passed to the Support team. No human response in 48 hours. I am also not receiving email copies of the thread at the account address.

Request: route to a Product Support specialist who can inspect the account record for the account ID above, confirm the mapping to organisation b8028218-…, and repair it, WITHOUT revoking existing sessions or tokens until a data export has been delivered or access is confirmed restored. I can verify identity via the Console org, the IDs above, and Apple receipts.

What Should Happen?

A verified email that maps to an existing, billed Max account should route to that account on every surface. The auth callback should never fall through to new-user onboarding for an existing account, and should never offer "Create account" in that state.

Error Messages/Logs

No error surfaced. Flow lands on https://claude.ai/onboarding with "Email verified as steve.jones@i-synergy.com".

Steps to Reproduce

1. Existing Max subscription, email-code login.
2. Sign out of claude.ai (or open the Mac desktop app, or a fresh iOS login) and sign in with the email code.
3. Observe: email verifies, then "Let's create your account" onboarding page.
4. Observe: Claude Code /status on the same account still shows Login method "Claude Max account" with the org above; Console logs in normally.

Claude Model

None

Is this a regression?

Yes, this worked in a previous version

Last Working Version

Fresh logins worked on 28 Sep 2026.

Claude Code Version

2.1.285 (not applicable — CLI remains authenticated; issue is claude.ai web/desktop/iOS login)

Platform

Anthropic API

Operating System

macOS

Terminal/Shell

Terminal.app

Additional Information

Fin conversation title: "Account Access Issue", opened via platform.claude.com Get help, 29–30 Sep 2026. Screenshots of the onboarding page, Console dashboard and /status available on request.

What Should Happen?

It should allow me to log into my account

Error Messages/Logs

offers to setu a new accuotn with known good email - declined

Steps to Reproduce

Log into Claude account

Claude Model

None

Is this a regression?

Yes, this worked in a previous version

Last Working Version

_No response_

Claude Code Version

2.1.285

Platform

Anthropic API

Operating System

macOS

Terminal/Shell

Terminal.app (macOS)

Additional Information

_No response_