Logging in

The Xcentrix cloud app lives at cloud.xcentrix.net/app. You’ll need an invitation from your tenant admin before you can sign in for the first time.

First-time sign-in (invitation)

When your admin invites you, you get an email with an Accept invitation link. Clicking it takes you to a single form that collects everything you need to activate your account:

• Email (must match the address the invitation was sent to — case doesn’t matter)
• Password — minimum 10 characters. Use a password manager.
• PIN — exactly 6 digits, numeric only. This is used to acknowledge alarms from SMS, the XVision kiosk, and the XCore ack button. The PIN must not match your password.
• Confirm PIN

Submitting the form:

1. Creates your account and signs you in.
2. Walks you through TOTP enrollment: scan the QR code with an authenticator app (Google Authenticator, 1Password, Authy, Microsoft Authenticator, …) and type the current 6-digit code to confirm.
3. Shows you a set of backup codes — print or save them somewhere safe. Each one works exactly once and can replace your authenticator if you lose your phone.
4. Drops you on the dashboard at /app.

Caution

Invitation links are time-limited. If yours has expired, ask your admin to resend it — they can from the Users page.

Regular sign-in

1. Go to cloud.xcentrix.net/app (anything under /app redirects to login if you’re not signed in).
2. Enter your email + password and click Sign in.
3. On the next page, enter the current 6-digit code from your authenticator app.
4. Optionally tick Remember this device for 1 year — on that browser you’ll skip step 3 for the next year.
5. The dashboard loads at /app.

Signed-in browsers stay signed in for up to a year. You stay signed in on a given browser until you sign out, your admin resets your session, or you use a backup code (which invalidates every remembered device on your account).

Forgot password

1. Click Forgot password? on the login screen.
2. Enter your email and submit. You’ll always see the same “check your email” message regardless of whether the address exists — this is deliberate (it stops attackers from probing for valid emails).
3. Open the reset email and click the link.
4. Set a new password (minimum 10 characters) and submit. You’re returned to the login screen.

Your PIN, TOTP, and backup codes are not reset by a password change.

Lost your 2FA device

• You have backup codes: On the 2FA challenge page, click “Lost your device?” and enter one of your 8-character backup codes instead of a 6-digit TOTP code. Using a backup code invalidates every remembered device on your account; sign back in on each one.
• You don’t have backup codes: Email your tenant admin — they can trigger a 2FA reset for you. If you are the tenant owner, email support@xcentrix.net.

Troubleshooting

Symptom	What’s going on
“Invalid credentials”	Wrong email or password. Repeated failures briefly block further attempts from your network — wait a minute and try again.
“Too many requests”	You’ve tried too many times in a short window. Wait a minute.
Didn’t get the invitation email	Check spam. If not there, ask your admin to resend.
TOTP code says “invalid” but you typed it correctly	Your phone’s clock is out of sync. Turn on automatic time in your phone’s settings.
Can’t scan the QR code	Click the “manual key” option under the QR and type the key into your authenticator app by hand.