There might be several reasons why you’re having trouble logging in to the Exchange. Whatever the reason, you should be able to get back into your account by following the simple steps in this article.
IN THIS ARTICLE
- How to reset your password
- Login issues by subscription type
- Additional login issues
- Need more help?
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 login 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.
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.
If you’re on a CX subscription, please log in here.
For an HX subscription, please log in 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.
CX Starter subscription - using an incorrect username/password
If your credentials are incorrect, you’ll receive the error message 'Wrong username or password' on the desktop, and 'Incorrect username or password' on the app.
To reset your password, please follow these steps:
Step 1) Click 'forgot' on the app or 'forgot password?' on the desktop. You will receive an email with a link to reset your password. The new password must be 8 characters long and include both letters and numbers.
Step 2) Always remember to double-check your credentials and store them in a safe place. Your login is the same for both the app and desktop, and you can always check your credentials in the ‘Profile’ section on your desktop.
Step 3) If you’re unable to log in to the desktop as the username is unknown/forgotten, please raise a support ticket as forgotten passwords cannot be reset over the phone.
CX Starter subscription - logging in from a new device
To use the platform on a new device, you must first reset your password.
Step 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 your desktop. Click on the link in the email to reset your password.
Step 2) Always remember to double-check your credentials and store them in a safe place. The login is the same for both the app and desktop, and you can always check your credentials in the ‘Profile’ section on your desktop.
Step 3) If you’re unable to log in to the desktop as the username is unknown/forgotten, please raise a support ticket as forgotten passwords cannot be reset over the phone.
CX Essentials/other company subscription - able to log in to desktop but not mobile app
On company packages, the login details are different for the app and the desktop. Passwords must contain numbers as well as letters, the username does not have to contain numbers, and both are case sensitive.
If you have received the error message 'Access denied. You are not allowed to use this mobile application', you might be entering the same login details as you’d use on the desktop.
Only an administrator user profile on your membership has permissions to change/add details. Please contact your administrator to help you.
Here's how an administrator would help you get back onto the platform:
Step 1) To view driver profiles or create driver profiles click 'mobile accounts' found in the 'Get started' section, or by clicking 'settings' and click 'others', click 'mobile accounts' where you’ll see the drivers listed. Next, check under 'Drivers and Vehicles' and then 'Company Drivers'. NOTE: This should be ‘Drivers & Vehicles’ and then ‘Company Drivers’.
Step 2) This is where a driver’s usernames and passwords are added. To edit the driver’s profile, click on the pencil icon. To add a driver profile, click 'Add Company Driver'. If you’re still having trouble, please see our article 'How do I manage Drivers on My Profile'.
Important note about additional apps:
All subscriptions come with one free app. If you’ve purchased a premium subscription, your plan comes standard with two free apps. If you’re on a plan 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 would need to contact us to activate the app as this would be an additional purchase.
CX Essentials/other company subscription - can't log in to the desktop but can log in to the mobile app
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 be seeing the following error message 'Wrong username or password'.
Only an administrator user profile on your membership has permissions to change/add details. Please contact your administrator to help you.
Here’s what to do in this case:
Step 1) Contact the main account administrator and ask to be added as a ‘user’ to the desktop.
Step 2) Members can click on 'Users' from the 'Get Started' page or click the third line down on the right-hand side to view their updated status on the platform.
For more information, please see our article 'Can I add additional users to my profile?'
CX Essentials/other company subscription - can't log in to the desktop or app
If you’re seeing the following error message on the mobile app 'Access denied. You are not allowed to use this mobile application,' or the desktop message, 'Your subscription has expired. Please speak to your account manager to renew', this means you have not completed your onboarding and don’t have access to Exchange yet.
Members 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 raise a support ticket.
CX Essentials/other company subscription - can't log in to the desktop or mobile app
If your account has been suspended or revoked, upon login, you will see the error message 'Access denied. You are not allowed to use this mobile application'. On the desktop, the error message will be 'Your subscription has expired. Please speak to your account manager to renew'.
Revoked members
Revoked members are not allowed back onto the platform. You would have been informed as to the reason(s) why. If you need to access invoices, a restricted view for two hours using your existing credentials can be arranged. Only the diary and accounting functions can be accessed in restricted view. Once two hours have elapsed, complete access to the Exchange is revoked again.
Suspended members will be advised of their suspension and the next course of action. Once the suspension period has lapsed and the account has been reactivated, members should be able to log back into the app with their existing credentials. The reactivation of an account will be communicated by the support team.
CX Essentials/another company subscription - can't log in to the desktop or mobile app
If your account has not been renewed, you will not be able to log in to the platform.
Once a subscription has expired and direct debit has not been set up, the Renewals team will contact you about a renewal.
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 will receive the error message 'Access denied. You are not allowed to use this mobile application' on the mobile app and on the desktop, 'Your subscription has expired. Please speak to your account manager to renew'. At this stage, we ask that you please raise a support ticket for further help.
Freight Forwarder subscription - can’t log in to the mobile app
If you’re a subcontractor and unable to log in to the mobile app, please contact your account administrator. Freight Forwarder Premium subscriptions allow up to 20 subcontractors to be added as drivers on the account.
Only an administrator user profile on your membership has permissions to change/add details. Please contact your administrator to help you.
To add drivers onto your Freight Forwarding account:
Step 1) Log in to your desktop app. Click on ‘Drivers’, and then ‘Add Drivers’.
Step 2) In the pop-up box, there will be an option to 'Add Subcontractor' with an explanation of how to do so.
Step 3) Once the subcontractor is selected, you can add this driver to the account. The new subcontractor will appear on the driver list.
Step 4) Click on the subcontractor's profile and edit (via the pencil). From here, access to the app can be added to the subcontractor under the ‘Mobile Account’ section, the application selected should be PLUS. Set username and password for the subcontractor here and save all changes.
Step 5) Share the login details with the subcontractor.
For more help on this please see our article 'How do I complete my Freight Forwarder profile.'
Additional login issues
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.
Need more help?
If you’ve tried all our suggestions and you still can’t log in, please raise a support ticket and our team will get back to you as soon as possible.
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