...
Issue description & Solution
Incorrect login details – wrong URL
...
Solution: 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 should enter when logging in: https://www.xtm-cloud.com (see How to find basic contact details (URL, company name, project name) for help).
...
| Note |
|---|
IMPORTANT! Standalone clients have their own servers so their URL will be different. |
Incorrect login details – wrong Company name
...
The most common mistake in such a situation is entering the Company name in an incorrect format. An "incorrect format" is, for instance, entering the Company name with a lower-case letter while the correct name starts with an upper-case one.
...
| Note |
|---|
IMPORTANT! All login credentials fields are case-sensitive! |
Incorrect login details – wrong Username
...
Solution: Check if your username is has been entered correctly. If in doubt, check the first email you ever received from XTM International, which should contain the necessary information, or contact your XTM International project managers for help.
Incorrect login details – wrong Password
...
Solution: Check if your password has been entered correctly by checking its spelling, whether letters are capitals or lowercase and the sequence of special characters. Also ensure that no white spaces exist, after, in the middle or before the password.
...
If these steps do not resolve the problem, open your browser's developer tools (see How to use browser's developer tools (Dev Tools) for help), go to the Console section, take a screenshot and create a suitable ticket for the XTM International Support team, requesting further investigation.
...
Deactivated user account
...
The message above indicates that your user account has been deactivated in XTM Cloud by your project manager, for some reason.
Solution: If you believe this is a mistake, do not hesitate to contact your XTM Cloud project managers to address this issue and ask for the account to be reactivated.
Locked account – Company issue
...
Most of the complimentary subscriptions to XTM have a defined inactivity time. If, for example, your company is using the Subcontracting license type then an account of that type will be deleted after six months of inactivity. In such cases, every user associated with this account will be unable to enter the XTM Cloud platform.
Solution: If you have an account of this type and it is permanently blocked, create a suitable ticket for the XTM International 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
...
After a few failed login attempts, the user’s account might be blocked. This is because XTM Cloud offers a vast variety of account protection measures.
...