How logging in to CX works
Understanding the login flow makes troubleshooting much easier. When you log in at cx.stax.ai:
Enter your email address. CX finds your team — or shows a list if you belong to more than one.
Select your team if asked.
Complete your team's login method. Your administrator chooses one of these for the whole team:
Password — enter your password. Done.
Password + MFA — enter your password, then a 6-digit verification code from an authenticator app on your phone (such as Google Authenticator).
Password-less — no password at all. CX emails you a secure one-time login link.
Note: With Password + MFA, your verification code comes from your authenticator app — not from an email. If you're waiting on an email for a code, check the app on your phone instead.
The sections below cover each problem: what you're seeing, why it happens, and how to fix it.
"The code does not match" — my MFA code is rejected
Possible causes:
The code expired before you submitted it. Authenticator codes refresh every 30 seconds.
Your phone's clock is out of sync. Authenticator codes are time-based, so even a small clock drift makes every code fail.
You're reading the code from the wrong entry in your authenticator app.
Your login session went stale. If you see "Your session was already activated. Please go back and login again," the login attempt can't be reused.
Resolution:
Wait for a fresh code in your authenticator app and enter it right away.
On your phone, open Settings > Date & Time and turn on automatic (network-provided) time. Then try a fresh code.
In your authenticator app, make sure you're using the entry labeled Stax.ai CX with your work email under it.
If CX says your session was already activated, go back to the login page, enter your email and password again, and enter a fresh code.
When to contact support: If fresh codes from the correct Stax.ai CX entry still fail after fixing your phone's clock, email [email protected].
I lost my phone or authenticator app
Possible cause: Your MFA enrollment is tied to the authenticator entry on your old device. Without it, you can't generate codes.
Resolution:
Ask your team administrator to reset your MFA. Admins can do this from the user management area in Settings — they open your user record and click Reset MFA.
Log in again with your email and password. CX will walk you through MFA setup from scratch: download an authenticator app, scan the QR code, and confirm a 6-digit code.
When to contact support: If you're the only administrator on your team, email [email protected] to verify your identity and reset your enrollment.
My login email isn't arriving (password-less link or password reset)
If your team uses Password-less login, or you clicked Forgot password?, CX emails you a secure link. When that email doesn't show up, the cause is almost always email filtering on the receiving side — not a sending failure.
Possible causes:
The email landed in your Spam, Junk, or Quarantine folder.
Your mail server or IT security policy silently blocked the message. Corporate email gateways (such as Proofpoint, Mimecast, or Barracuda) often filter mail from unfamiliar senders.
Your email address is typed wrong, or you haven't accepted your invitation yet. CX shows "The email address is not associated with an account" in that case.
The link expired. Login links are one-time and short-lived — request a fresh one and use it promptly.
Resolution:
Check your Spam, Junk, and Quarantine folders for an email from [email protected]. If you find it there, mark it as "Not Spam" or "Safe Sender" so future emails arrive normally.
Add the Stax.ai sending address to your safe senders list (also called an allowlist or whitelist). If your organization uses Microsoft 365, Exchange, or a third-party email gateway, your IT team needs to allow the sender at the domain or tenant level.
Confirm the email address on the login screen matches the one on your CX account, with no typos.
Click Resend on the login screen to send a fresh link, and open it as soon as it arrives.
Note: Stax.ai's sending records show when a login email was delivered successfully on our end. If emails still don't arrive after allowlisting, the block is happening between our mail service and your inbox — support can share delivery details with your IT team to help pinpoint it.
When to contact support: If you've checked spam, allowlisted the sender, and resent the link and it still doesn't arrive within a few minutes, email [email protected] from the affected address. Include your team name and the approximate times you requested the link.
"Session has expired" or "Session not found" when I click my login link
Possible causes:
Login links are valid for a short window and can only be used once.
You clicked an older link from a previous email after requesting a new one.
Resolution:
Return to cx.stax.ai and request a fresh link.
Open the newest email — older links stop working once a new one is issued or the window passes.
Click the link promptly after it arrives.
"Invalid email or password"
Possible causes: A typo in the email or password, or your password was recently reset.
Resolution:
Re-enter your email and password carefully. Passwords are at least 8 characters.
Still stuck? Click Forgot password? on the password screen. CX emails you a reset link.
Follow the link and set a new password. If the reset email doesn't arrive, follow the steps in the email delivery section above.
I can't get past team selection
Possible causes:
"You do not have access to any team on Stax.ai" — your membership was suspended, or your invitation hasn't been completed.
"User is not a member of the specified team" — you picked a team you don't belong to.
"Your team may be suspended" — there's an issue with your firm's account itself.
Resolution: Ask your team administrator to check your user record — they can re-invite you or restore a suspended membership. For a suspended team, your administrator should contact [email protected].
A client can't log in to the Client Portal
Clients log in to your branded Client Portal with an emailed secure link — the same email delivery issues above apply to them. Verify the email address on their contact record, then resend the invitation. See Inviting Clients to the Portal for the full steps.
When to contact support
Email [email protected] (or use the help center chat widget) if:
Fresh authenticator codes still fail after syncing your phone's clock
Login emails never arrive even after allowlisting and resending
You're locked out and no administrator on your team can help
You see an error message not covered in this article
Include your email address, your team name, a screenshot of the error, and roughly when you tried to log in. That helps us check the delivery and login logs quickly.