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FAQ Account Admin
Request IT Support
How does the use of Internet Explorer 11 impact the service?The user experience is not satisfying as any web application that uses Google Maps or HTML 5 scripts does not work correctly. Both Google Maps and HTML 5 scripts are commonly used in web applications. Recommendation: Microsoft Support recommends that its clients migrate to Microsoft Edge. This browser product was launched in 2015 and is the next product generation offered by Microsoft. Except for Microsoft Edge, the TRAXESS SENTINEL is fully functional on other web browsers like Firefox or Google Chrome.
Why can I not register an account?The service is available only for corporate clients who have signed a contract. The employees of corporate clients can register a personal account with their corporate email address. The domain name of the email address is applied for access validation. If your email address is not accepted, it means the domain name you have entered is not configured as a valid domain on the corporate account. Another reason could be that the number of licences assigned to the account is exceeded. In both cases, please address your request for access to the application to the company's business owner, who is responsible for the service.
Why do I not receive the password renewal message?If you have entered your corporate email address for password renewal, please ensure you are connected to the internet. After refreshing the mailbox, please check your spam folder. If the password renewal message is still not received, your hosting provider or settings on the corporate email server might have identified the mail as spam and, therefore, filtered from being processed to your inbox. To resolve the problem, please send a request to the corporate IT department.
Why do I not receive the account registration email?Please make sure you are connected to the internet. After refreshing the mailbox, please check your spam folder. If the registration message is still not received, your hosting provider or settings on the corporate email server might have identified the mail as spam and, therefore, filtered from being processed to your inbox. To resolve the problem, please send a request to the corporate IT department.
Why does the dropdown menu not work?Please make sure that your computer is connected to the internet. If the problem persists, the network is either overloaded or there is a network problem between different service providers. Try again at a later time. If the problem persists, please contact your company's IT department.
What is my login name?The login name for user access to the platform is the corporate email address. A dedicated login name is assigned to each Admin Profile that was communicated to the profile owner in the account registration email. If you have Admin Access, but the account registration email is not available any more, please contact your account manager.
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