Troubleshooting User Login Issues in Acorn PLMS

If a user is having trouble logging into your Acorn platform, there are a few common causes and quick steps to resolve them.

Step 1: Check the Login URL

Make sure the user is accessing the correct URL for your LMS. Each Acorn PLMS tenancy has a unique login page (e.g. https://yourorg.acornplms.com).

Step 2: Confirm the Email Address

Ensure the user is entering the exact email address associated with their Acorn account. Typos or using a personal email instead of a work email are common mistakes.

Step 3: Reset the Password

If a user has forgotten their password or is getting an "incorrect password" message:

Direct them to the login screen
Have them click "Forgot password?"
They will receive an email to reset their password

Note: If the user does not receive the reset email, they may be on the email suppression list. Admins can check this under:
Tenancy Management > Email Suppression List

Step 4: Check if SSO Is Enabled

If your tenancy uses Single Sign-On (SSO):

Users must log in through their organisation’s SSO portal
Manual login with email/password may not work

Make sure the user knows which method applies to your organisation.

Step 5: Account Not Activated or Deactivated

Check that the user’s account:

Has been fully registered and activated
Is not suspended or deactivated in the User Management area

You can resend a registration email or reactivate their account from the admin panel if needed.

Still Not Working?

If the issue persists:

Try logging in with their credentials from your end (if possible)
Collect a screenshot of the error message they're seeing
Reach out to Acorn Support with:
- The user’s full name and email
- The error message
- What troubleshooting has already been attempted

If you have any questions or need help checking a user’s status, feel free to contact our support team. support@acorn.works