Why can't I log in?

There might be a few reasons why you’re having trouble logging in. It could be your internet connectivity, browser cache or incorrect login credentials. Whatever the reason, we can help you get back into your account. 

 IN THIS ARTICLE 

• Issues logging in  
• How to reset your password 
• What to do if you still can’t log in  

Issues logging in 

There are several reasons why you can’t log in. Run through this checklist to see what the issue could be.  

•  Confirm that you are a member 

If you’ve recently paid for your subscription but you’re still uploading documents and needing to complete your online training, you won’t have access to the platform yet. As soon as setup is completed, a member of our team will give you access to the Exchange and enable your login.   

• Connectivity issues

You might be experiencing an issue with your internet. If you’re using Wi-Fi, turn it off and on and try reconnecting. You can also try restarting your device. If you’re using your mobile phone, check that you have enough data or enough signal.   

• Incorrect login credentials

It could be that you’re either entering the wrong username, password, or both. In this case, you could need to reset your password.   

• Cookies and Cache issues 

Google gives you the option to save your password on other sites. If you’ve saved your password in your browser and have recently changed it, it could be why you can’t log in.  

Google’s Autofill functionality could also be automatically entering the incorrect login credentials that belong to other sites you’ve recently logged into. Try typing in your Courier Exchange details manually. If this still isn’t working, clear your cookies and cache.   

To do this on Google Chrome, visit your Chrome history page

Click on ‘Clear Browsing Data’ and select the time range you want to delete your data (All time, last hour, last 24 hours, last 7 days, last 4 weeks).

Check the boxes where it says ‘Browsing History’, ‘Cookies and other site data’ and ‘Cached images and files’ and click on ‘Clear data’.  

Give it a few minutes to process and when this is done, try logging in again.  

• Caps lock 

You might have caps lock on by mistake. Turn caps lock on and off and try entering your credentials again.  

How to reset your password 

If you’ve forgotten your password, don’t worry, it happens to the very best of us! Here’s how to reset your password:  

Step 1: Navigate to the log in page of the website and click on where it says Forgot Password?’ beneath the password field.  

Step 2: Enter the email address associated with your CX account and click ‘Submit’.  

You’ll be sent an email with a link to reset your password.  

What to do if you still can’t log in 

If you’ve tried all our suggestions and you still can’t log in, please submit a support ticket and our team will get back to you as soon as possible.