“Couldn't Authenticate You” Error When Accessing ACCMail Account Management Area
Overview
This article provides troubleshooting steps for ACC staff and students who receive a
“Couldn't authenticate you, make sure you use your correct ACCeID and password” error when attempting to log in to the ACCMail Account Management Area.
“Couldn't Authenticate You” Error When Accessing ACCMail Account Management Area
Symptoms
Users may receive the following error message even when entering what they believe is the correct ACCeID password: “Couldn't authenticate you, make sure you use your correct ACCeID and password”
Cause
In most cases, this error occurs because the first initial of the ACCeID was entered using an uppercase letter instead of lowercase.
Resolution
Step 1: Verify ACCeID Format
Ensure the ACCeID is entered in the following format:
- Lowercase first initial
- Followed by the 7-digit number
Example
- Correct:
e1234567
- Incorrect:
E1234567
Step 2: Attempt Login Again
After correcting the ACCeID format, attempt to sign in again to the ACCMail Account Management Area.
Step 3: Validate ACCeID Password
If the user continues to receive the same error, verify the ACCeID password by logging into the ACCeID Manager website: https://acceid.austincc.edu/idm/user/login.jsp
- Manually type the ACCeID and password
- Avoid using browser autofill or password managers during testing
Step 4: Additional Troubleshooting
If the user is unable to log in to the ACCeID Manager website or needs additional guidance, search the TDX Knowledge Base for articles related to ACCeID password issues.
Additional Notes
For additional information about validating/testing ACCeID password, please search TDX Knowledge Base for ACCeID password issue
Need Help?
Need additional information or assistance? Get support by submitting a ticket via the TDX portal.