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Jean & Alexander Heard Library Vanderbilt University



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Help for Login Problems

In order to protect your privacy and to ensure that your personal data remain confidential, the interlibrary loan online system (ILLiad) requires that you log in. Logging in lets you place requests, modify your account information, and edit or check the status of your requests. We try to make it easy for you to access your account, and we can help if you have trouble. Here are quick solutions to most login problems.

If you have this problem . . .
. . . try this solution:
The User ID Does Not Work       
System says "That User ID is not registered" when the User ID is first typed in. The User ID is usually your Social Security Number or Acorn surrogate card number. Since you only see asterisks when you type it, it is easy to make a mistake. Please try again, being certain to include only the numbers (no dashes), to be sure there is no typing error.
System still says "That User ID is not registered" even when the correct User ID is entered. Please register by using the "Register" button on the ILL page (switch to your browser's other window). You will only need to complete a brief form to give us your identification, preferences, and contact information, and then you will immediately be able to use your new account.
Registration Is Not Allowed      
System will not let me register, it says "You are already registered for this service." The User ID you used is already registered with the system. You do not need to register, you only need to log in. If you experience trouble logging in, pay close attention to the "Status" message, then return to this page for more help.
Acorn PIN Does Not Work      
System says "PIN (Password) Incorrect." Try again to log in, being careful to type the correct PIN. Your PIN should be the same as your Acorn PIN, and unless you have changed it, it is the first four (4) digits of your Social Security Number or surrogate card number.
System says "PIN (Password) Incorrect" even when the correct Acorn PIN is entered. • If you recently changed your PIN in Acorn, it may not have been changed yet in ILLiad (although it will be). Please try again to log in, this time using the previous PIN.
• If you changed your PIN in Acorn and included alphabetic characters, those characters must be typed in UPPERCASE in ILLiad: please try again to log in, this time using capital letters.
System still says "PIN (Password) Incorrect" even when entered according to those instructions. Perhaps your PIN has been changed. You can have your PIN emailed to you (to the email address in your Acorn patron record) by following the "Forgot your PIN?" link.
System says "PIN (Password) Incorrect" and I cannot remember my current PIN. You can have your PIN emailed to you (to the email address in your Acorn patron record) by following the "Forgot your PIN?" link.
None of that helps - the system says "PIN (Password) Incorrect" no matter what I do! • Interlibrary loan staff can reset your PIN in ILLiad: call us at 322-2408 (8am-5pm Monday-Friday). We'll stay on the line with you until you successfully log in, then you should change your PIN in ILLiad to match your Acorn PIN.
• Then, if you have the same difficulty logging in to "My Account" in Acorn, Circulation staff can help you (Acorn and ILLiad are handled separately).
Nothing Here Helps, and Staff Are Not Available      
The ILL Office is closed or doesn't answer, and the system still says "PIN (Password) Incorrect" no matter what I do!

In this case - and only in this case - you can register to create a new, temporary account to use until you can get in touch with ILL staff:
• Please register by using the "Register" button on the ILL page (in your browser's other window), but do not use your Acorn ID or PIN to register (create another username/password combination that makes sense to you and that you will remember).
• Please contact ILL staff as soon as possible (email now, or call 322-2408 8am-5pm Monday-Friday) to report the problem. We will fix the problem with your permanent account, and we will move any requests you made into your permanent account.

 

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Vanderbilt University | Phone Numbers/Addresses of Campus Libraries | Privacy Policy
Jean and Alexander Heard Library, 419 21st Avenue South, Nashville, TN 37203-2427
Telephone 615-322-7100 | Fax 615-343-8279