Having trouble logging in? Don’t worry, we’ll get you back up and running in no time. There are a few things you can check to try and work out what is preventing you from accessing your account.
In this article, we’ll cover:
- Are you inputting the right log in details?
- Have you made an error with your password
- 2-Factor Authentication codes
- Problems with Touch or Face ID
- Your security question
- Could it be a browser or network issue?
Are you inputting the right log in details?
Your username is simply the email address you used to create your Xe account. Make sure you’re not entering an old email or trying to use a different format when filling in this field.
Have you made an error with your password?
It seems obvious, but double check you haven’t made an error when typing in your password. As a helpful hint, Xe passwords must contain:
- At least 8 characters
- At least 1 lowercase letter
- At least 1 capital letter
- At least 1 non-alphabetical character
If you’ve made a few attempts to enter your password and still can’t access your account, it’s time to reset your password. This is a simple process. Read our FAQ on how to do this here.
2-Factor Authentication (2FA) codes
We use 2-Factor Authentication (2FA) to keep you and your money as safe as possible. If you’re struggling to get authenticated. Here’s a couple of things to bear in mind.
2FA works using time limits. Make sure that if we’ve sent you a code, you input it as quickly as possible. Codes will expire after 10 minutes and you must enter the most recent code you’ve received.
If you enter your code incorrectly too many times, you'll be temporarily locked out of your account. We'll need you to contact us so that we can help verify you and unlock your account - and get you back on track.
You might have lost the phone you normally use for 2FA. Don’t worry, we can solve this problem. Have a read of our FAQ on how to work around this scenario.
Problems with Touch or Face ID
Touch and Face ID are wonderful pieces of technology and help make logging in much easier. Occasionally though, very minor details can prevent them from working.
Here’s a couple of quick things to check if you’re experiencing difficulties with these ID checks.
- Ensure that the fingerprint reader on your device, and your finger, is dry and clean. You’d be surprised how often this causes issues!
- For Face ID users, make sure there is nothing covering your camera lens. Face ID can be very sensitive and even things like removing your glasses or wearing a hat can cause a failure to recognise you.
Please read our FAQ on setting up Touch and Face ID if you'd like a quick and easy way of logging in to your account on the app.
Think carefully about your security question
You would’ve been asked to set up a security question and answer when you first created your Xe account. For some people, that would’ve been a long time ago!
We don’t often ask you to answer your security question, but it does happen from time to time, including if you’re logging in after a long period of inactivity.
Please try your best to remember your answer. It should be something you know. If you’re still struggling, you’ll need to call us to get some help with this.
Our contact details are available via the Phone Numbers button at the bottom of this article.
Could it be a browser or network issue?
It might be that the issue is with your device, browser or network connection.
Read our guide to problems accessing the Xe platform and just double check none of the issues highlighted apply to you.