Having Trouble Signing in to Acrolinx Support?

You might occasionally see an “Invalid authenticity token” error message when trying to sign in to the Acrolinx Support Portal:

Invalid authenticity token.

When this happens it’s most likely due to browser cookies. Either an existing cookie is corrupt and must be removed, or your browser is preventing a cookie from being set. Cookies are required when signing in to any service, in order to save your sign-in session as you navigate to different pages.

You can resolve this by doing the following:

  1. Delete cached data from your browser.
  2. Ensure that your browser settings allow cookies. If your browser settings or company policy don’t allow this, you just need to allow them for the domain support.acrolinx.com (including third-party cookies on this site).
  3. Delete any existing cookies from support.acrolinx.com and zendesk.com.

The process is similar in any browser, but here’s how to do it in Chrome and Firefox:

Chrome

  • Navigate to Settings > Privacy and security > Clear browsing data 


  • Select "Cached images and files" and delete them:


  • Still under Privacy and security, select "Cookies and other site data”:


  • Under “General settings”, check that cookies are allowed, including third-party cookies. For example, if “Block third-party cookies in Incognito” is selected, just ensure you’re not in Incognito mode when visiting support.acrolinx.com.


    • Note

      If “Block third-party cookies” is selected, scroll down to “Customized behaviors”. Under “Sites that can always use cookies”, add support.acrolinx.com and check the box “Including third-party cookies on this site”. If you’re unable to set this yourself, ask your IT administrator to set this for you.


  • Now select "Cookies and other site data" > "See all site data and permissions”:


  •  Use the search field to locate cookies for support.acrolinx.com and delete them.


  • Repeat this process for zendesk.com


  • If you now quit and relaunch Chrome, you should be able to sign in.

The other possibility is your browser using a previously saved password that needs to be removed. To remove a previously saved password, navigate to Settings > Auto-fill > Password Manager. Search your passwords for support.acrolinx.com and remove it.


Firefox

  • Navigate to Settings > Privacy & Security. Scroll down to “Cookies and Site Data” and click “Clear Data…”:


  • Select “Cached Web Content” and click “Clear”:


  • Now select “Manage Data…”:


  • Use the search field to locate cookies for acrolinx.com and delete them. Repeat for zendesk.com. Finish by clicking “Save Changes”.

  • Return to Privacy & Security. Check if your Browser Privacy settings allow cookies. If Browser Privacy is set to Strict or Custom, you might need to add an exception to allow acrolinx.com. To add an exception, scroll down to “Cookies and Site Data” and click “Manage Exceptions…”. 


  • Add the domain acrolinx.com and click Allow:


  • Now click Save Changes.


  • Open a new tab and visit support.acrolinx.com. You should now be able to sign in.

The other possibility is your browser using a previously saved password that needs to be removed. 

To remove a previously saved password in Firefox, navigate to Settings > Privacy & Security > Logins and Passwords. Click Saved Logins…, search for support.acrolinx.com and remove it.


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