When something in Stax.ai CX doesn't work the way you expect, start here. This FAQ collects the most common technical questions, organized by category. Each answer gives you the quick fix — and points to a detailed article when there's more to know.

If your issue isn't covered here, search the help center or email [email protected].

Q: Why can't I log in?

Check the basics first: you're at the right address (cx.stax.ai), your email is typed correctly, and you've accepted your invitation to join your team. If your password isn't working, click Forgot password? on the login screen to get a reset email. For code and verification problems, see Login Troubleshooting (MFA and Access Issues).

Q: My verification code or login email isn't arriving. What do I do?

This is almost always email filtering on your side — check your spam or junk folder first. The full walkthrough, including what your IT team may need to allowlist, is in Login Troubleshooting (MFA and Access Issues).

Q: Can I use CX on my phone or tablet?

CX is designed for desktop browsers. If you open it on a mobile device, you'll see a message asking you to switch to a desktop. Use a laptop or desktop computer for the best experience.

Q: I can log in, but I can't see a company or feature I expect. Why?

Your permissions control what you see. Depending on your permission scope, you may only see companies where you're an assignee, and some settings areas are admin-only. Ask your team administrator to check your permission group. See Permissions and Roles.

Q: My email stopped syncing. How do I reconnect it?

Open your email settings from the Inbox, disconnect your mailbox, then reconnect it and approve the sign-in prompts again. If it still won't connect, ask your IT team to confirm that third-party app access is enabled for CX — Google Workspace and Microsoft 365 admin policies can block the connection. See Connecting Your Email (Google) or Connecting Your Email (Microsoft / Outlook).

Important: While your mailbox is disconnected, outgoing CX messages send from [email protected] instead of your address. Reconnect promptly to keep your messages looking right to clients.

Q: How do I reconnect a team integration like FTWilliam.com or Datair?

Team integrations live in Settings > Integrations. To fix a broken connection:

If editing doesn't help, remove the integration and add it again from the Add Integration tiles. You need admin access for this.

Q: My Google connection keeps showing as disconnected. What's wrong?

Your access token may have been revoked or expired. Remove and reconnect it — the steps are in Troubleshooting Google Access Token.

Q: Why are my file uploads failing?

Run through this checklist:

Q: A client uploaded a file — where did it go?

Files uploaded through the Client Portal land in that company's shared directory in the File Workspace. See Navigating and Organizing Files.

Q: What file formats can I upload for bulk imports?

Bulk imports (like census grids and provisions uploads) expect spreadsheet formats — CSV or XLSX. Open the file in Excel first to confirm it's valid, and check the feature's article for the expected columns.

Q: I uploaded payroll or census data, but I don't see it yet. Why?

Payroll data moves through statuses before it's ready for reporting. If a connection shows Awaiting Mapping, the Stax.ai team still needs to map the reports to the plan's definitions of compensation — no action needed on your end. See Payroll Statuses Explained for every status and what to do about it.

Q: My dashboard numbers look wrong or out of date.

Check your filters and date range first — a leftover filter is the most common cause. If a widget depends on email data (like Pulse), confirm your team's email connections are active. Still off? Email [email protected] with the dashboard name and a screenshot.

Q: My export to Excel is missing columns.

Exports include the columns in your current view. Add the missing columns to the view before exporting. See Exporting Data to Excel.

Q: How do I report a technical bug?

Email [email protected] or use the chat widget in the bottom-right corner of the help center. Include:

The more detail you include, the faster we can resolve it.

Q: How do I check for system outages?

Visit status.stax.ai for real-time system health, or watch for an in-app banner during an incident.