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Introduction
There are multiple reasons for a user not being able to log in. Below are the most common problems clients put forward in tickets with regard to the logging into the XTM platform.
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Issue description & Solution
Incorrect login details - wrong URL
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Solution: Please, verify if the URL you are trying to reach is correct. If you are trying to reach the XTM Cloud server, this is the URL you ought to enter when logging in: https://www.xtm-cloud.com (click here for help).
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IMPORTANT!
Standalone clients have their own servers, thus their URL will be different.
Incorrect login details - wrong Company name
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The most common mistake in such a situation is entering the Company name in an incorrect format. What is meant by “incorrect format” is, for instance, inserting the Company name with a lower-case letter while the correct name starts with an upper-case one.
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IMPORTANT!
All login credentials fields are case-sensitive!
Incorrect login details - wrong Username
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Solution: Please, check if your username is inputted correctly. If in doubt, please, check your very first email from XTM which should contain the proper information or contact your XTM project managers for help.
Incorrect login details - wrong Password
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Solution: Please, check if your password is inputted correctly by checking its spelling, size of letters and order of special characters. Furthermore, make sure that no white spaces exist, after, in the middle or before the password.
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IMPORTANT!
Our employees are prohibited from performing any changes on users' accounts and have no access to their login credentials.
Pop-ups blocker prevents XTM from opening
XTM by design opens in a pop-up window.
Solution: Please, be sure to enable pop-ups for your current browser in order to access the system. You can find a short tutorial for enabling pop-ups in Chrome right here: Block or allow pop-ups in Chrome.
Application issues
In rare cases, our application might be prone to malfunctioning.
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If the above steps fail, please, open your browser's developer tools (please, click here for help), navigate to the Console section, take a screenshot and raise a proper ticket to the XTM Support team for further investigation.
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Deactivated user account
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The above message indicates that your user account has been deactivated in XTM by your project manager for whatever reason.
Solution: If you believe this is a mistake, please, do not hesitate to contact your XTM project managers to address this issue and ask for re-activation of the account.
Locked account - Company issue
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Most of the complimentary subscriptions to XTM has a defined inactivity time. If, for example, your company is using the Subcontracting license type, then after six months of inactivity such an account will be deleted. In such cases, every user associated with this account will be unable to enter the XTM platform.
Solution: If you happen to have such account blocked for good, please, create a proper ticket to the XTM Support team and provide all the necessary details. In most cases, you would just need to create a brand-new account.
Locked user account - security: login attempts, expiration, computer activation
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After a few failed login attempts, the user’s account might be blocked. This is because XTM offers quite a vast variety of account protection measures.
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