If you’re trying to log in and experience issues or see the error message: 'Invalid token IDXxxxx. Lifetime validation failed', you need to investigate the cause and troubleshoot appropriately to resolve this.
Error: Invalid token IDXxxxx. Lifetime validation failed
To troubleshoot and resolve this error, follow these steps:
Check your computer time and make sure it’s synced with the Windows time server.
If you can’t sync the time, reach out to your IT team as the setting might need administrator permissions.
Log in issues
If you're having issues logging in to the system, follow these steps:
Click Admin, then click Users.
Check for the carer or username to ensure the correct details are being entered.
If the carer doesn't appear, they haven't been set up. You need to create a new user profile to resolve this.
Alternatively, if a manager needs to request the user's profile to be created you need to raise a support case referencing the title of this article and include the following:
The full name of the user.
The role and user permissions required.
The username.