Audience: Builder/Supplier/User

Read time: 5 mins

Article contents: FAQ/How To

You can reset your password from the login screen by selecting Forgot password.
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Note: If you are NOT receiving a password email, but you have an account with us, you may not have activated your username yet. Please look for an email titled "Welcome to Buildxact" for an activation link. If you need a new email, please contact the support team for assistance.

Learn more about multi-factor verification in this guide:
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If you can't get into your account due to 2-step verification/authentication issues, we can reset this process for you. On your next login you'll receive a new QR code to save, which you will need to scan with an Authenticator App (Not a QR code scanner or your phone camera).

WARNING - A single user login can only be linked to a single device at a time. If we reset this, it will reset the link to any existing scans or Recovery Codes for this login. If you need access, please request the one-time code (OTC, 6-digit code) from the user that scanned the QR code originally.

Alternatively, you can select 'Trouble Scanning' and choose other methods to generate your 2-Step Verification code. We can send out your code to your email address if you would prefer, or if you have saved your recovery code, entering that will allow you access to your account.
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If you'd like us to send out your code, please confirm your email with our support team and we'll reset your login connection to a mobile device.

To add an authenticator app to your login, you'll need to scan a QR code provided during the 2-step authentication process using one of the recommended authenticator apps.

The following are industry standard authenticator apps which can be used on your mobile device and are supported by Buildxact:

You can request your code via email as well - https://help.buildxact.com/en/articles/6027679-2-step-verification-request-your-login-code-via-email

If you notice multiple failed login attempts, we recommend resetting the passwords for all users in your account to prevent unauthorized access. If you have already changed your password recently, that should help prevent anyone else from trying to access your account. Monitor your account for any suspicious activity.

If you are having trouble getting Buildxact to load, your stored web browser information may be the cause.

As a first step, visit app.buildxact.com/logout to get a fresh login to Buildxact.

If the issue persists, try opening up the program with a different web browser. For example, if you are working on Safari try using Chrome.

Alternatively, you can open up the program in a private/incognito browser.

If either of these methods succeed in loading the program, we'll then need to clear out the cache on your main browser to get it back to working. See the following guides for how this is done.
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There are two likely reasons you are getting this error message.

1. Some browser extensions or desktop antivirus/security applications will limit network traffic to monitor what is coming and going into your computer. You can keep these active on your computer, but you'll need to flag our sites to bypass their network restrictions.

If you have a managed IT network, please forward the following guide to your IT team. Otherwise, feel free to add the URLs in the guide below as exclusions to your security/antivirus system's whitelist feature.
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2. Some saved data in your browser could be causing an issue during the login process. Following the steps below can help resolve those issues.

First, visit app.buildxact.com/logout to get a fresh login to the system. If you are using a bookmark to login, doing this will clear out any legacy data and should allow you back into the system.

If the issue persists, try opening up the program with a different web browser. For example, if you are working on Safari give Chrome a try.

Alternatively, if you open up the program in a private/incognito browser it should have the same result.

If either of these methods load up the program, we'll need to clear out the cache on your main browser to get it back to working.
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How to check your browser version for Chrome, Safari and Firefox.
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Sometimes when your logout of you Buildxact session, it doesn't successfully log out of the session. To be sure you've logged out of Buildxact you can use the link below to force a log out.

https://app.buildxact.com/logout

If you're running anti-virus or security software it might be blocking Buildxact from running. We've created this guide to assist you with adding an exclusion for Buildxact to the anti-virus software.

If you're seeing this error when you go to log in there is an issue with the time and date settings on your device.

In Date & time, you can choose to let Windows 10 set your time and time zone automatically, or you can set them manually.

To set your time and time zone in Windows 10, go to Start > Settings > Time & language > Date & time.

If any of these issues persist after trying these troubleshooting steps, please contact our support team via the chat button at the bottom right of your screen in Buildxact.