This page lists the most common issues users encounter when signing in to Akeneo PIM through Akeneo Product Cloud unified authentication after their tenant has been migrated, and how to resolve them.
Akeneo Product Cloud authentication is rolled out per tenant during the Early Access program. Reach out to your Akeneo contact if you're interested in trying it out.
Before you start
- Make sure your tenant has been enabled for Akeneo Product Cloud authentication. Users on tenants that have not been enabled continue to use the legacy Akeneo PIM login.
- Confirm the user's email address matches an existing Akeneo PIM account. Akeneo Product Cloud login matches accounts by email address, not by legacy username.
- Have access to the user's Akeneo PIM profile if you want to inspect their account status (admins only).
A user cannot sign in with their legacy Akeneo PIM credentials
After the tenant is migrated, users sign in through the new Akeneo Product Cloud login page using their email address. The legacy Akeneo PIM login page is no longer used. Username based login will no longer be supported.
Resolution:
- Ask the user to open the Akeneo PIM URL. They are redirected to the new Akeneo Product Cloud login page.
- On the Akeneo Product Cloud login page, the user enters their email address — not their legacy username — and clicks Continue.
- On first sign-in after migration, the user enters their existing Akeneo PIM password and is then prompted to verify their email and set a Akeneo Product Cloud password. See Link your Akeneo accounts.
If the user does not remember the email address registered on their Akeneo PIM account, an administrator can check it under System > Users.
The user does not receive the verification email on first sign-in
The first sign-in to Akeneo Product Cloud sends a verification email to the address associated with the Akeneo PIM or Supplier Data Manager account. Without clicking the link in this email, the user cannot complete account linking.
Resolution:
- Ask the user to check their spam or junk folder.
- For PIM: Verify that the email address on file in System > Users is correct and that the user has access to that inbox.
- For SDM: Verify the email address registered on the user's Supplier Data Manager account under Organisation > Team.
- Wait at least one minute, then ask the user to restart the sign-in flow. Each restart triggers a new verification email; expired links cannot be reused.
- Check your organization's email security tools (SMTP filters, allowlists) for the Akeneo sender domain.
The user sees Authentication failed or a generic error after the verification step
If a user clicks the verification link and lands on an error page, the most likely causes are an expired link or a callback that arrived after the user already had an active session.
Resolution:
- Ask the user to close all open Akeneo tabs, clear cookies for the Akeneo domain, then retry the sign-in from a fresh tab.
- Make sure the user clicks the verification link in the same browser they started the sign-in from. Cross-browser links break the verification flow.
- Verification links expire after a short period. If the link was opened more than a few minutes after the email was sent, restart the sign-in to receive a new link.
A user reports they cannot reset their legacy password after migration
Once a tenant is using Akeneo Product Cloud authentication, users need to reset password via the Akeneo Product Cloud flow.
Resolution:
- Ask the user to open the product URL (PIM or Supplier Data Manager) and let the redirect take them to the Akeneo Product Cloud login page.
- On the new Akeneo Product Cloud login page, the user clicks Forgot your password? below the password field.
- The user enters their email address and follows the reset link sent by Akeneo.
For the full reset procedure, see Reset your password.
A user is asked to "Link your account" when opening Akeneo PIM
When a user who already has an Akeneo Product Cloud account from another product (for example, Supplier Data Manager) opens Akeneo PIM for the first time, the Akeneo Product Cloud authentication flow shows the Link your account. screen and asks them to enter their legacy Akeneo PIM credentials once to merge the Akeneo PIM account into their existing Akeneo Product Cloud account.
Resolution:
- Confirm that the user has an Akeneo PIM account on this tenant. Go to System > Users and check the user list.
- Direct the user to enter their Akeneo PIM email or legacy username and their Akeneo PIM password on the Link your account. screen, then click CONTINUE.
- If the user does not remember their Akeneo PIM password, ask them to click the Forgot your Akeneo PIM password? link on the Link your account. screen and follow the reset email Akeneo sends. The reset email comes from Akeneo PIM. After they reset and click Back in the Akeneo Product Cloud tab, they return to the Link your account. screen with the email pre-filled.
After the merge, the user accesses Akeneo PIM directly with their Akeneo Product Cloud credentials on subsequent sign-ins.
A user has access to Akeneo PIM in production but not in their other Akeneo product
If a user can sign in to Akeneo PIM through Akeneo Product Cloud authentication but does not see another Akeneo product they expect to access, the issue is permissions, not authentication.
Resolution:
- Verify that the user has been provisioned in the other product by its administrator.
- Confirm that the email address is identical across products. Akeneo Product Cloud authentication uses email as the merge key — different addresses produce two separate Akeneo Product Cloud accounts that are not linked.
- If the email address differs, the user must be invited again with the correct address. See User management in PIM.
A user's account is blocked after several failed attempts
Auth0 temporarily blocks accounts after repeated failed sign-in attempts to defend against credential-stuffing attacks. The user sees a generic Login failed message.
Resolution:
- Ask the user to wait a few minutes before retrying. The block is short-lived.
- If the user is sure of their email but not of their password, ask them to reset it via Reset your password rather than retrying.
- If the block is persistent, contact Akeneo Support — a manual unblock may be required.
Where to look for more information
- For end-user sign-in steps, see Log in to Akeneo PIM.
- For an overview of the authentication flow, see Akeneo Product Cloud Authentication.
- For SAML-based Single Sign-On (Enterprise Edition), see How to troubleshoot the Single Sign-On. The SAML SSO troubleshooting flow does not apply to Akeneo Product Cloud authentication.
If the issue cannot be resolved by the steps above, contact Akeneo Support with the user's email address, the timestamp of the failed sign-in, and a screenshot of the error page if available.