There is one username and password for the web app and all the apps. Below: what to do if you cannot sign in, if your sign-in suddenly disappears, if access is closed for non-payment and if you cannot see a section or a button.
Cannot sign in
To a wrong username or password, the web app answers “Incorrect username or password. Please try again.”, and the apps say the same.
- The username is entered exactly as it was created, with the same capital letters. Check the keyboard layout and Caps Lock.
- The username has been disabled. The account owner may have disabled an employee’s sign-in. At sign-in this looks the same: the username or password is reported as wrong. If the employee was disabled while working in an app, Android and the Telegram panel say that the user account has been disabled. Ask the account owner.
- Many attempts in a row. The Android app and the Telegram panel accept no more than ten sign-in attempts an hour from one username or address, and every attempt counts. After that, signing in is closed until the start of the next hour.
- Username given to you by the account owner
- Password
- Sign-in button
A forgotten password
The web app has no password recovery by email, and you cannot change your password yourself either.
- For an employee, the account owner sets a new password: the Users section, the “Password” button in the employee’s row. The new password works at once.
- For the owner, our support changes the password: write to us via the Contacts page or on Telegram.
A new password must be at least 8 characters long and not too simple: the server will not accept a password of digits only or a common one such as 12345678 or qwertyui, and it will say so.
The sign-in disappeared by itself
| Where | What happened |
|---|---|
| The web app | A sign-in in the browser lasts about two weeks, and then the web app asks you to sign in again. After signing in, you return to the same page |
| Android: the sign-in has expired | A sign-in on a phone is valid for 90 days and renews itself while the app is in use. If the phone has not opened the app for a long time, sign in again |
| Android: this phone has been disconnected from the user account | The sign-in on this phone was disconnected in My phones from another of your phones. Sign in again |
| Android: the user account has been disabled | The account owner has disabled your username. Ask the owner |
| Telegram: asks you to open the panel again | The panel’s sign-in renews itself as long as the panel has been open for less than a day. If it has been left open for longer, close it and open it again from the chat with the bot |
| Windows: no connection to the server | The computer could not reach the server: check the internet, the proxy and traffic filters. The connection check button in the connection window tells you what is wrong |
The password is not stored on a phone at all, and the Windows app stores it encrypted by Windows. More in Security and data access.
Access suspended for non-payment
If an invoice is not paid after its due date and the grace period, the web app and the apps close until payment. The equipment keeps working meanwhile, and the history is recorded without a gap.
- On any page, the web app opens Billing with the “Access to the panel is suspended” banner.
- Windows shows an access suspended bar with a button that opens billing.
- Android shows a suspension screen; the owner can pay the invoice right in the app.
- The Telegram panel reports the suspension; payment is made in the web app or the other apps.
The account owner pays, and access comes back as soon as the payment arrives. More in Plan and payment.
A section or button is missing
| What is missing | Why |
|---|---|
| The Users section | Only the account owner sees it |
| Buttons to add, edit and delete | You have the viewer role: it is for viewing only |
| The “Pay” button in Billing | Only the owner can pay and edit the company details |
| The “Open” button at a checkpoint | The viewer role, or the checkpoint has no relay |
| Cameras or vehicles that certainly exist | The equipment is registered in another account; the service administrator moves it |
| The Trunks section | Trunks at sites are set up by our support, and only the service administrators see the section |
Roles and permissions in detail: Users and roles.
The Telegram panel opened under someone else’s username
The panel remembers which username was used to sign in from this Telegram. Open More, then the row with the username, and press Sign out: Telegram is unlinked from the user account, and the panel asks for a username and password again.
See also
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