This article covers the most common questions and issues new users encounter during their first days on CX. If you're stuck on something not covered here, use the search bar at the top of the help center or reach out to [email protected].

Ask your team administrator to resend the invitation from the team settings panel. If it still doesn't arrive, have your IT team verify that your email server isn't blocking emails from the sending domain.

On the login page at cx.stax.ai, click Forgot Password. Enter the email address associated with your account. You'll receive a reset link that expires after 1 hour. If you're on a password-less login method, you don't have a password — just enter your email to receive a secure sign-in link.

Authenticator app codes refresh every 30 seconds. Make sure you're entering the code before it expires. The most common cause of persistent MFA failures is a device clock that's out of sync. On your phone, go to Settings > Date & Time and enable automatic time sync. If you've lost access to your authenticator app entirely, contact your team administrator — they can reset your MFA enrollment.

Your dashboard only shows data for companies you're assigned to. If you're a new user and haven't been added as an assignee to any companies, the dashboard will be empty. Ask your team administrator to assign you to the appropriate companies.

If you don't have the correct permissions, you only see companies where you're listed as an assignee. Ask a colleague with broader permissions to add you as an assignee on the company, or ask your administrator to adjust your permission scope.

Pulse scoring requires email interaction data to calculate the messages component. If your team hasn't connected email, or if the company has no recent email activity, the Pulse score will return null. Connect your email and give it a few days of interaction before expecting scores to populate.

The task likely has Required Data Fields that must be filled in before completion. Look for fields marked with an asterisk. Scroll through the task detail view and populate any empty required fields, then try marking it complete again.

Template tasks can use role-based assignment expressions (like "Plan Consultant" or "Project Lead"). If the target company doesn't have someone assigned to that role, the task will be created with an empty assignee. Open the project and manually assign those tasks.

Try disconnecting and reconnecting your email from the Email Settings panel (profile icon > Email Settings). If you use Google Workspace or Microsoft 365, verify that your IT team has enabled third-party app access. CX uses EmailEngine for synchronization, which requires OAuth-based authentication.

Email association is based on domain matching against the Company Website field. If two companies share the same website domain, emails may link incorrectly. Verify each company's website field is accurate. CX strips protocols (https://, www.) and trailing slashes when matching.

Check three things: (1) The company's status must be Active, Onboarding, or Terminating. (2) You need clients::cp permission. (3) If the company is a shared company (received from another team), only the primary team can manage portal access.

Only tasks with the Client Task type are visible in the portal. Internal tasks are never shown to portal users regardless of permissions. Check the task type on any tasks you expected the client to see. Task type is set at creation and cannot be changed after the fact.

Move it immediately to the internal root directory using the file's three-dot menu > Move. The file will no longer be visible to portal users once it's moved. If the client may have already accessed it, inform them and your compliance team as appropriate.

If your question isn't covered here, try searching the help center — we have detailed articles for every feature area. You can also reach us directly at [email protected] or through the chat widget in the bottom-right corner of any help center page.