Overview
Note: Acorn automatically logs users out after 2 hours of inactivity. If a user was recently active and is now prompted to log in, this may be the cause — they can simply log in again.
Step 1: Check for a browser or cache issue
- Ask the user to open an incognito/private window and try logging in.
- If it works in incognito, clear the browser cache and cookies. See How to clear caches and cookies.
- Try a different browser (Chrome or Edge recommended).
Step 2: Verify the correct login URL and credentials
- Confirm the user is going to the correct tenancy URL.
- Check whether the tenancy uses SSO — if so, they must use the Log in with SSO button.
- If using a password, use Forgot Password to reset it.
Step 3: Check account status in Admin
- Go to Admin > Users Management > Browse and Update Users and search for the user.
- Confirm their account is Active (not Deactivated or Pending).
- Check if the account is in the correct tenancy — see Resolving 'User in Another Tenancy' Error.
Step 4: Check MFA
- If MFA is enforced, the user needs access to their authenticator app or backup codes.
- Admins can reset a user's MFA in Admin > Users > [User] > Reset MFA.
- See Setting Up Multi-Factor Authentication for full details.
Step 5: Reset the password
See How to Reset a User's Password for admin-led password resets.
Still can't log in?
Contact Acorn Support with the user's email, tenancy URL, and a description of the error message shown.