Authentication is critical for software because it's the first line of defense against unauthorized access, ensuring that only legitimate users, devices, or systems can interact with resources. Without it, sensitive data and systems would be vulnerable to attack, leading to data breaches, fraud, and a loss of user trust. Here at GUIDEcx we take security very seriously. However, due to complexities to the authentication protocols we follow there are situations where users have a hard time logging in. Follow this guide to get logged back into GUIDEcx.
Why can't I log into GUIDEcx?
If you're having trouble logging in, try the following steps.
Step 1: Use an Incognito Window
First, try to log in using an incognito or private window in your browser.
If you can log in, the problem is likely your browser's cache and cookies. Clear your cache and cookies for all time to resolve the issue. Once that's done, you should be able to log in from a regular browser window.
If you still can't log in, proceed to Step 2.
Step 2: Reset Your Account
Go to app.guidecx.com and follow the instructions that apply to you.
If you have never registered your account: Click Resend Invite. You will receive a new email to complete your account registration. Once you're done, you can log in.
If you have a password: Enter your email address and click Forgot Password. You will receive an email to reset your password. Please wait 3-5 minutes after resetting your password before trying to log in, as the system needs a few moments to sync the changes.
Step 3: Contact Your IT Team (SSO Users)
If your team uses Single Sign-On (SSO) with "strict mode" enabled, you may need to reach out to your IT team for assistance.
Step 4: Contact Support
If you have completed the steps above and are still unable to log in, please contact GUIDEcx support for further assistance.
Why aren't my customers getting their verification codes?
If a customer is having trouble receiving their verification code, please have them follow these steps:
Step 1: Check Spam and Whitelist Emails
The most common issue is that the verification code email has been blocked. Ask the customer to:
Check their spam or junk folder.
Check with their IT team. Sometimes, IT departments quarantine emails from unknown senders. The verification code is sent from noreply@guidecx-mail.com.
Whitelist our email domains and IP address to prevent future issues. The email domains are @guidecx-mail.com and @guidecx.com. Our email server's dedicated IP is 149.72.201.147.
Step 2: Verify the Email Address
Double-check that the email address the customer is entering on the login screen is the exact same one you invited to the GUIDEcx project. A simple typo can prevent the code from being delivered.
Step 3: Contact Support
If the customer has completed the steps above and is still unable to receive a verification code, please contact GUIDEcx support for further assistance.