FAQ
How can I reset my login credentials?
This depends on the login mechanism you use. If you use username and password just click “Forgot your password?” on the login page and follow the instructions. If you use SAML or email token, you don’t have login credentials. For email token login just start the process again to receive an email token link. Please note that your email domain in your company email address must be white-listed for using email token. You also need access to your company email address. In case of SAML, just click on the link provided by your company. For this to work you must have a valid company account and be connected to your company’s infrastructure.
Why am I not able to login?
Your account may be locked. This can have several reasons. First, it can happen if you tried to login with the wrong credentials too often. In this case you will get unlock instructions via email automatically. Please follow them. If you didn’t receive them, just click “Didn’t receive unlock instructions?” on the login page.
It is also possible that you got disabled by you administrator or the whole company got disabled (e.g. your contract expired). Please check with your administrator for help.
How can I temporarily prevent a user from login without deleting him?
Just go to the admin area to users and edit the user. There you find the check box to disable the user.
Why can I not register my trip?
Only registered users of the platform can sign up for calendar tracking. If there is no user profile the platform administrator receives an email to invite the designated user to create an account.
What can I do if I register a trip via calendar tracking but receive an error message?
This can have multiple reasons. In general, the error message you received via email will tell you the exact error.
Please note: Add the platform email address directly as a guest in the calendar application and do not forward the calendar event via email. This is the most common error. In case of Microsoft Outlook do not use an appointment and forward it. Create a meeting where you invite the platform directly to the meeting.
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