You sign in to Xapien at platform.xapien.com with your work email address. Depending on how your organisation is set up, you'll then either enter a password or be sent straight to your company's single sign-on (SSO) page.
This article covers first-time set-up, everyday sign-in, forgotten passwords and what to do if you can't get in.
Signing in for the first time
New users receive a Welcome to Xapien - Set your password email with a set up your password link.
Open the email and click the set up your password link.
Choose a password that meets the criteria shown, then select Continue.
Sign in with your work email and your new password.
The first time you sign in you'll see a short welcome flow that asks what you'll use Xapien for and points you to your first report. After that you land on the Home page.
Didn't get the email? Check your spam or quarantine folder first. If it's not there, ask the Organisation Admin who invited you to resend the invite from the Users page, or contact support through the Help widget.
Signing in with a password
Go to platform.xapien.com.
Enter your work email address and password.
If your account has multi-factor authentication (MFA) switched on, enter the code from your authenticator app when prompted.
For how MFA works, and how to set it up or reset it, see Setting up Multi-Factor Authentication (MFA).
Signing in with SSO
If your organisation uses SSO, enter your work email address and press Tab. You'll be taken to your company's sign-in page (for example Microsoft) and returned to Xapien once you've signed in there.
A few things to know about SSO accounts:
Your Xapien account is created automatically the first time you sign in. There is nothing for an admin to set up in advance.
The role you're given on that first sign-in depends on how your organisation is set up. New SSO users join as Users unless your organisation has asked us to make new joiners Viewers instead. An Organisation Admin can change anyone's role at any time from the Users page.
You won't see the Account security tab in Settings. MFA for SSO accounts is handled by your company's identity provider, so Xapien never asks you for a second code.
Seeing an error on your company's sign-in page? Access to Xapien is usually controlled by a group in your organisation's identity provider. If you're not in that group yet, the sign-in will be refused before it reaches Xapien. Ask your IT team to add you, then try again.
Forgotten your password?
On the sign-in page, select Forgotten your password?
Enter your work email address. If it matches a Xapien account, we'll send you a reset link.
Follow the link to choose a new password.
If you've never signed in before, you'll receive your first-time set-up email instead of a reset email. Use the link in that email to set your password.
No email arrived? Check that you used the email address your invitation was sent to, look in your spam folder, and give it a few minutes. If it still hasn't arrived, ask an Organisation Admin to resend your invite or contact support.
Can't get in?
The page won't load or shows "Failed to fetch" when you set a password or sign in: your company network may be blocking Xapien. Ask your IT team to safelist Xapien, and contact support if you need the list of addresses to allow.
You're asked for an MFA code you can't provide: use one of the recovery codes you saved when you set MFA up. If you don't have them, contact support and we'll help you reset it.
Your invite has expired or you're still shown as pending: an Organisation Admin can resend the invite from the Users page.
Still stuck? Contact support at [email protected] for any login issues. Once logged in, use our Help Widget for all other support related questions.