This article covers the most common reasons a carer or employee cannot log in to the Access Care Planning mobile app, including failed authentication errors, offline issues, Evo-linked login failures, and two-factor authentication prompts.

When logging into the Access Care Planning app, if you get the error "failed authentication," the server checks several things in sequence. Work through the checks below before raising a support case.

Check 1 — Device is registered and active. The app login requires the device UUID or IMEI to match a registered, active device record in ACP. If the device is not registered or has been deactivated, authentication will fail.

Go to Configuration > Devices. Find the device. Check that it is active and that the UUID or IMEI displayed in ACP matches exactly what appears at the top of the app's login screen. Ensure there are no leading or trailing spaces in the UUID field. See the Register a device guide if the device is not yet registered.

Check 2 — User is associated with the device. The device record must have the user assigned to it (either directly or via a group). If no user is associated, authentication will fail even if the device is registered and the credentials are correct.

In Configuration > Devices, open the device record and confirm the correct user appears in the Users section. If they are missing, add them and ask them to retry.

Check 3 — User account is active. If the employee's account has been deactivated, the server will reject authentication with a "failed authentication" response. Go to Configuration > Employee, find the employee, and confirm their account is active.

Check 4 — Server, username and PIN are correct. Authentication also fails if the wrong server, username, or PIN is entered. The server is your cloud address (e.g. cloudX where X is your cloud number, found in the web URL). The username and PIN can be found in Configuration > Employee on the relevant employee record. See app login details for full steps.

If a user can see Access Care Planning in the Evo platform but receives an error when trying to open it, or is redirected back to Evo without logging in, work through these checks.

Check 1 — Evo account is linked to the ACP user record. The user must have an active Evo link associated with their ACP account. If the Evo link has been removed or was never set up, access will fail. See the Link Access Care Planning to Access Evo guide to verify and re-establish the link.

Check 2 — ACP user account is active. The Evo authentication flow passes through the standard ACP user validation. If the ACP user account is deactivated, the login will fail even if the Evo credentials are valid. Go to Configuration > Employee, find the employee, and confirm their ACP account is active.

Check 3 — ACP username matches the Evo-linked username. The Evo authentication extracts the username from the Evo token and uses it to look up the ACP user. If the username in ACP does not match, authentication will fail. Confirm the ACP username matches what is shown in the Evo account settings for that user.

If all three checks pass and the user still cannot access ACP through Evo, raise a support case via the Access Digital Assistant. Include the username, the Evo organisation name, and a description of the exact error seen.

Although the Access Care Planning app continues to function offline, you must be connected to mobile data or WiFi to log in to the app for the first time or after a session expires.

If you are using mobile data, ensure that Access Care Planning is enabled in your phone's settings to work with mobile data. To do this, follow these simple steps:

If a user is unexpectedly prompted for a one-time password (OTP) or two-factor authentication code when logging in, this means 2FA has been enabled on their account. Two-factor authentication can be enabled by the user themselves through the web portal, and it applies to web logins.

To remove 2FA from a user account, a Tenant Administrator must raise a support case via the Access Digital Assistant. Include the exact username to be actioned. See the Two factor authentication article for full details on enabling and removing 2FA.