Logging into XTM Cloud – most common issues & troubleshooting
- 1 Introduction
- 2 Issue description & Solution
- 2.1 License Selection Page
- 2.2 Incorrect login details – wrong URL
- 2.3 Incorrect login details – wrong Company name
- 2.4 Incorrect login details – wrong Username
- 2.5 Incorrect login details – wrong Password
- 2.6 The popups blocker prevents XTM Cloud from opening
- 2.7 Application issues
- 2.8 Deactivated user account
- 2.9 Lack of Contractor’s available licenses for LSP’s linguists
- 2.10 Locked account – Company issue
- 2.11 Locked user account – security: account inactivity
- 2.12 Locked user account – security: login attempts, computer activation level
- 2.13 Another user has logged into your account
Introduction
There are multiple reasons for a user being unable to log in. Below are the most common problems clients report in tickets concerning logging into the XTM Cloud platform.
Issue description & Solution
License Selection Page
Users encounter the Select license page upon logging in.
Solution: This page is standard for subcontracted accounts. Users must select the appropriate license for their tasks. Ensure that the correct license is chosen based on the work being performed.
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).
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.
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.
For example, the entered Company name is testCompany whereas the correct one is spelled TestCompany.
Solution: Check if your company name 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.