Sign in & Authentication

How to sign in

Step-by-step:

1. Open the CX Assistant app.
2. Enter your email address in the Email field.
3. Enter your password in the Password field.
4. Tap Sign in.

If your credentials are correct you will be taken directly to the app (the Chat screen). If two-factor authentication is enabled on your account, you will first see a verification screen where you enter a code. If your email is not yet confirmed, you will be redirected to a Confirm Email screen instead.

Remember email

Below the password field you will find a Remember email toggle. When enabled, the app stores your email address locally so it is pre-filled the next time you open the sign-in screen — you only need to type your password.

To turn it off, simply disable the toggle on the sign-in screen. Your stored email will be removed from the device.

Only enable Remember email on devices that only you use.

Show or hide password

Tap the eye icon on the right side of the Password field to reveal your password as plain text. Tap it again to hide it. This helps you verify what you typed before submitting, especially on a small mobile keyboard.

Caps Lock warning

If Caps Lock is active while you type in the password field (for example when using a hardware keyboard on a tablet), the app shows a warning so you know your input is in capital letters.

Passwords are case-sensitive, so if you see the Caps Lock warning and your sign-in fails, turn Caps Lock off and try again.

Forgot password — reset your password

If you cannot remember your password:

1. Tap Forgot your password? on the sign-in screen.
2. You will be taken to the Reset password screen.
3. Enter the email address linked to your account.
4. Tap Send reset link.
5. Check your email inbox (and spam/junk folder) for a message from CX Assistant.
6. Open the link in the email and follow the instructions to set a new password.

After resetting, return to the app and sign in with your new password.

Email not confirmed — verify your email

If you registered but have not yet confirmed your email address, the app will redirect you to a Confirm Email screen after you try to sign in.

From that screen:

• You will see an explanation and the address we sent the confirmation to.
• Tap Resend confirmation email if you did not receive it (a short cooldown applies between resends).
• Check your spam or junk folder.
• Once you open the confirmation link in the email, return to the app and sign in normally — there is also a back-to-sign-in link on the screen.

You cannot sign in until your email is confirmed.

Common sign-in errors

• Invalid email or password: Check for typos. Passwords are case-sensitive (watch for the Caps Lock warning). Use Forgot your password? to reset if needed.
• Unable to reach the server: Check your internet connection. Try switching between Wi-Fi and mobile data.
• Email not confirmed: Complete email verification before signing in.
• Account not found: Make sure you are using the email address you registered with.
• Too many attempts: Wait a few minutes before trying again.

Security tips for sign-in

• Never share your password with anyone, including support staff.
• Use a strong, unique password for your CX Assistant account.
• Enable two-factor authentication (Profile → Security) for extra protection.
• Only use Remember email on personal devices.
• Sign out when using a shared or borrowed device.

Two-factor authentication (2FA) verification at sign-in

If two-factor authentication is enabled on your account, you will see the verification screen after entering your email and password.

The screen shows tabs for the methods available on your account:

• Email OTP: A 6-digit code is sent to your registered email address. Enter it in the field.
• Authenticator (TOTP): Open your authenticator app (such as Google Authenticator, Microsoft Authenticator, or Authy) and enter the 6-digit code it shows.
• Backup code: Use one of your single-use backup codes if you cannot access your authenticator app or email.

Tap the tabs at the top to switch between methods. Once you enter a valid code, you are signed into the app.

Resend 2FA email code

If you chose the Email OTP method and did not receive the email:

1. Wait up to one minute for the email to arrive.
2. Check your spam or junk folder.
3. Tap Resend code to request a new one. The button re-activates after a 30-second cooldown between sends. If you ask again too soon you may see "Wait …s before requesting another code.", and after several requests in an hour "Too many code requests. Try again later."

Each code expires after a few minutes. If it expires, simply tap Resend code again.

Too many wrong 2FA codes — the 15-minute lock

To protect your account, the verification screen limits wrong codes.

After five wrong codes in a row, that verification method is locked for 15 minutes. This applies to email codes and to authenticator app codes. While it is locked, even a correct code is refused and the screen shows: "Too many failed attempts. Try again in 15 minutes." — the number counts down as the lock runs out.

What to do:

1. Wait until the time has passed, then enter a fresh code.
2. For email codes, you can tap Resend code instead. The new code comes with a fresh set of attempts.
3. The lock is per method. If your account has another method, switch tabs and use it — for example the Backup code tab with one of your saved backup codes.

Tip: authenticator codes change every 30 seconds. Wait for a new code rather than retyping one that is about to expire.

Using a backup code at sign-in

Backup codes are single-use codes you received when you set up two-factor authentication. Each code can only be used once.

To use a backup code:

1. On the verification screen, tap the Backup code tab.
2. Enter one of your saved backup codes exactly as it appears in your list.
3. Confirm to sign in.

After use, the code is permanently invalidated. If you run low on backup codes, regenerate a new set from Profile → Security once you are signed in.

Reset password screen

The Reset password screen is reached by tapping Forgot your password? on the sign-in screen.

1. Enter your registered email address.
2. Tap Send reset link.
3. A success message confirms we sent the email — this message always appears even if the email is not registered, to protect privacy.
4. Check your inbox (and spam) for a CX Assistant email with a Reset Password link.
5. Tap the link — it opens a page where you can set a new password.
6. After resetting, return to the app and sign in with the new password.

If you never receive the email, double-check the address and try again, or contact support.