IN THIS ARTICLE
How to access the Exchange via desktop
Forgotten email address/username
Login issues by subscription type
Lapsed or expired subscriptions
How to access the Exchange via desktop
To access your account via desktop or mobile, paste the following links into your browser:
Enter your email address and password and click Log In.
Please note: You'll need a working internet connection to access the Exchange on desktop or mobile, the Exchange cannot be used offline.
Supported browsers
You can access the Exchange platform either from your desktop or laptop using any a web browser.
We recommend using Google Chrome for the best experience using the Exchange.
You can also log in to the platform’s desktop version using your mobile phone’s web browser.
How to access our apps
You can download our mobile apps for free on the App Store or Google Play Store. The app supports iOS and Android operating systems and requires mobile data for GPS tracking and other functionalities.
Driver app
Fleet app
All subscriptions come with at least one driver app included and for Company subscriptions at least one Fleet app. If you would like to purchase additional apps, please contact our Member Sales team.
How to reset your password
Forgotten your password? Here's how to reset it:
1. Navigate to the login page of the website and click on where it says 'Forgot Password?’ above the password field.
2. Enter the email address associated with your Exchange account and click Submit.
3. You’ll be sent an email with a link to reset your password.
Forgotten email address/username
If you’ve forgotten your email address or username please contact the account admin. If your admin is experiencing issues and can't help you, contact us.
Please note: in order to help you with accessing/changing your email address you will need to provide Support with the following:
- Proof of identity and proof of address of a named director (of your incorporated business) or;
- Proof of identity and proof of address of the owner (of your incorporated business).
Login issues by subscription type
Each subscription type uses specific login credentials to access the platform. Please ensure you are using the right login pages when trying to access the platform.
CX subscriptions: login here
HX subscriptions: login here
If you’re experiencing issues trying to log in to the mobile app or desktop, please follow these guides based on your subscription type.
Remember:
- Double-check your credentials and store them in a safe place. Your password is the same for both the app and desktop, and you can always check your credentials in the Profile section on desktop.
- If you’re unable to log in to the desktop as the username/email is unknown/forgotten, please contact us.
- If you are unable to login due to an incorrect password, try entering your email with the first letter capitalised.
CX Starter/Solo subscriptions: incorrect username/email/password
If your credentials are incorrect, you’ll receive the error message 'Wrong email or password' on the desktop, and 'Incorrect username or password' on the app.
To reset your password:
Click 'forgot' on the app or 'forgot password?' on the desktop. You'll receive an email with a link to reset your password. The new password must be 8 characters long and include both letters and numbers.
CX Starter/Solo subscription: logging in from a new device
To use the platform on a new device, you must first reset your password.
1. Ignore the error message 'Access denied. You are not allowed to use this mobile application' and click on Forgot? in the app, or Forgot password? on the desktop.
2. You’ll be sent an email with a link to reset your password.
CX Essentials/Company subscriptions: unable to login to mobile app
If you're unable to log in to the mobile app, please contact your account Admin for help. Only Company Admin or Account Owner roles have permission to change/add details.
Instructions for Company Admins/Account Owner:
For more information please read: Adding, editing and deleting users
Important note about mobile apps:
All subscriptions come with at least one driver app included.
Medium Fleet subscriptions come with two and Large Fleet have three apps included.
If you’re on a subscription that comes with one free app, you need to select the Free option from the drop-down menu. If you already have the 'Free' option selected and would like to add additional apps to your plan, select ‘Plus’ from the drop-down option. You will see a window showing Error.
You'll need to contact us to purchase additional apps.
CX Essentials/Company subscriptions: unable to log in to desktop
If you are a driver and have been set up on the account as a ‘Driver’ only, you will not have access to the desktop. So, if you’re trying to log in to the desktop, you’ll see the error message 'Wrong email or password'. Only Company Admin or Account Owner roles have permission to change/add details. Please contact your account Admin for help.
Instructions for Company Admins/Account Owner:
For more information please read: Adding, editing and deleting users.
CX Essentials/Company subscriptions: unable to log in to the desktop or app
If you see either of the the following error messages this means you have not completed your onboarding and don’t have access to Exchange yet.
- mobile app: Access denied. You are not allowed to use this mobile application.
- desktop: Your subscription has expired. Please speak to your account manager to renew.
Members can only gain access to the Exchange once onboarding is completed, and our Onboarding team has activated your account.
If you have completed onboarding and are still unable to log in, please contact us.
Freight Forwarder subscriptions: unable to log in to the mobile app
Freight Forwarder Premium/Max subscriptions allow up to 20 subcontractors to be added as Drivers on the account.
If you’re a subcontractor and unable to log in to the mobile app, please contact your account Admin.
For Company Admins/Account Owner: Learn how to add, edit or delete subcontractors.
Suspended members
During any suspension period, you will not be able to log in to the platform. Once the suspension period has lapsed and the account has been reactivated, you can log back into the app with your existing credentials. The reactivation of your account will be communicated by the Support team.
Revoked members
Revoked members do not have access to the platform. You would have been informed as to the reason(s) why.
If you are a revoked member and need to access invoices, a restricted view for two hours using your existing credentials can be arranged by contacting us. Only the Diary and SmartPay can be accessed in a restricted view. Once two hours have elapsed, access to the Exchange is revoked again.
Lapsed or expired subscriptions
If you decide not to renew your subscription, you will not be able to log in to the platform.
If your subscription lapsed less than 90 days ago and you would like to renew- our Member Sales team can help you.
If your subscription lapsed more than 90 days ago, your account details would have been deleted and therefore you'll need to speak to Sales to set up a new account.
Issues with Direct debits
If your direct debit has been rejected, your account might remain active, but the Renewals team will contact you to update your payment details or discuss why the direct debit has failed so they can make the relevant updates.
Please keep in mind: If you do not have a direct debit set up with us, you'll see the following error messages.
Mobile: 'Access denied. You are not allowed to use this mobile application'
Desktop: 'Your subscription has expired. Please speak to your account manager to renew'.
At this stage, we ask that you please contact us for further help.
Additional login issues
Having trouble logging in? Here’s a quick checklist to help you troubleshoot common issues.
✅ Confirm Your Membership Status
If you’ve recently paid for your subscription but are still uploading documents or completing online training, your access may not be active yet. Once setup is complete, a member of our team will enable your login and grant access to the Exchange.
🌐 Connectivity Issues
Check your internet connection:
- If you’re using Wi-Fi, try turning it off and back on, or restart your device.
- If you’re on mobile, make sure you have enough data and a strong signal.
🔐 Incorrect Login Credentials
If you’ve reset your password, make sure you’re using the updated email and password – especially on the desktop version of the Exchange.
If you are unable to login due to an incorrect password, try entering your email with the first letter capitalised.
🍪 Cookies and Cache
Saved passwords in your browser (like Google Chrome) may be outdated. If you’ve recently changed your password, this could be causing login issues.
Also, Google’s Autofill might be entering incorrect credentials from other sites. Try typing in your Courier Exchange login details manually.
If that doesn’t work, clear your cookies and cache:
- Open your Chrome history page.
- Click ‘Clear browsing data’.
- Choose a time range (e.g. All time).
- Tick the boxes for:
- Browsing history
- Cookies and other site data
- Cached images and files
- Click ‘Clear data’.
Wait a few minutes, then try logging in again.
Caps Lock
Double-check that Caps Lock isn’t turned on by mistake. Toggle it off and re-enter your login details.
Need more help?
If you’ve tried all our suggestions and you still can’t log in, please contact us.