I keep getting an Authentication Error. What do I do?

If you are trying to log in and keep getting an 'Authentication Error', please try the following troubleshooting steps. 

Confirm login details

Your username is the student number received in your offer email (for example S00123456). You may be asked to sign in using an email address, which is your username followed by @acu.edu.au (for example S00123456@acu.edu.au).

Your password is the same password you use for all your ACU logins (Student Connect, etc.). By default, this is your 8-digit date of birth (DDMMYYYY).

Preferred web browser

ACU's preferred web browser is Google Chrome. If you are having trouble logging in on Safari or Firefox, please try logging in on Chrome.

Clear cookies and cache

When you use a browser, like Chrome, it saves some information from websites in its cache and cookies. If you have visited lots of sites and never cleared your cookies and cache, this can 'clog up' your browser, preventing you from logging in. To clear your cookies and cache, follow these steps.

1. On your computer, open Chrome.
2. At the top right, click More ⋮
3. Click More tools > Clear browsing data.
4. At the top, choose a time range. To delete everything, select All time.
5. Next to "Cookies and other site data" and "Cached images and files," check the boxes.
6. Click Clear data.

Incognito/private browsing

Logging in using an Incognito/ private browser is similar to clearing your cookies and cache – but only temporarily while the Incognito window is open. This is not a long-term solution. If you're able to log in using an Incognito window, try clearing the cache and cookies as per the instructions above for a more long-term solution.

1. On your computer, open Chrome.
2. At the top right, click More ⋮ > New Incognito Window.
3. A new window appears. In the top corner, check for the Incognito icon .

You can also use a keyboard shortcut to open an Incognito window:

• Windows, Linux, or Chrome OS: Press Ctrl + Shift + N.
• Mac: Press ⌘ + Shift + N.

If you are still experiencing issues, please contact AskACU on 1300 275 228 for assistance.