If you’re having difficulty logging in with your Acoustic ID, you can troubleshoot some issues on your own before reaching out to Acoustic Support.

Still need an Acoustic ID?
Follow instructions in this article to register and activate your Acoustic ID.

Scenario 1
You've been working in an Acoustic product and were recently prompted to log in with an Acoustic ID. 

On September 25, Acoustic ID will be available for all Acoustic Marketing products, including Campaign, Content, Exchange, Personalization, Experience Analytics, Journey Analytics, and Digital Analytics. Users who previously logged in using an IBMid may be automatically logged out and prompted to log in with an Acoustic ID around September 25.

All users with an IBMid had an Acoustic ID created for them with the same username, however, that Acoustic ID must be activated. If you haven't already activated your Acoustic ID, search your inbox (including Spam or Junk folders) for emails from noreply@acoustic.com. You may also request a new activation link at https://login.goacoustic.com/resend-activation. Complete the “Resend activation” form to receive a new activation link. If your email is a valid Acoustic ID and hasn’t been activated, an email will be sent.

Scenario 2
You are a Campaign or Digital Analytics user and you never used IBMid to log in. 

The transition to Acoustic ID is required for all IBMid users, though non-IBMid users can continue their current login process, or may choose to transition to Acoustic ID. Campaign and Digital Analytics users who did not use IBMid to log in can continue to use their existing Campaign or Digital Analytics credentials. To use these credentials, navigate to your normal Campaign or Digital Analytics login page - these credentials cannot be used on the Acoustic ID login at https://login.goacoustic.com.

If your organization is not currently using IBMid and would like to adopt Acoustic ID, contact the Acoustic Support team.

Scenario 3
You discover your Acoustic ID activation email and the link has expired.

An activation link expires after 7 days, or the first time you click on it. You must request a new activation link at at https://login.goacoustic.com/resend-activation. Complete the “Resend activation” form to receive a new activation link. If your email is a valid Acoustic ID and hasn’t been activated, an email will be sent.

Scenario 4
You have attempted to create a new Acoustic ID, but after completing the form see a message that your Acoustic ID already exists.

Search your inbox (including your Spam or Junk folder) for emails from noreply@acoustic.com. Since April, activation emails have been sent multiple times. If you find the email from Acoustic and other confirmation emails about your Acoustic ID, request a new activation link at https://login.goacoustic.com/resend-activation.

Scenario 5
You log in after September 25, 2020, with your IBMid. Your Acoustic ID is the same as your IBMid, but your password is not, and your IBMid password fails.

Search your inbox (including your Spam and Junk folder) for emails from noreply@acoustic.com.Since April, activation emails have been sent multiple times. If you find an email from Acoustic, you’ll need to request a new activation link at https://login.goacoustic.com/resend-activation.

Scenario 6
You are not able to reset your password.

An Acoustic ID is not activated until you have created a password and established a security question. You won’t be able to reset your password for your Acoustic ID if the security question has not been set up. In order to get a new password, contact Acoustic Support.

Scenario 7
Your API keys are no longer working with Acoustic Content.

When we switch to Acoustic ID at the end of September, you'll need to generate new API keys to replace your existing ones. API keys can be generated from your subscription in My Acoustic. Check out Enable API key authentication for instructions on generating and using a new API key.

Tip
If you need additional assistance, contact our support team. You can reach them via email at Help.AcousticID@acoustic.com or at the following phone numbers: 
United States: +1 866-820-5136 
United Kingdom +44 808 169 2385