Help & Support

Troubleshooting & FAQs

Sign Up / New User

We welcome new users to our platform and have made the registration process as simple and straightforward as possible. To register as a new user, simply navigate to the registration page and follow the prompts to create your account. Here are some important things to keep in mind when registering as a new user:
  • Provide accurate information: Please ensure that the information you provide during registration is accurate and up-to-date. This will help us to verify your identity and ensure the security of your account.
  • Create a strong password: When creating your account password, choose a password that is difficult to guess and contains a mix of letters, numbers, and symbols.
  • Read our terms and conditions: Before using our platform, we ask that you carefully read and agree to our terms and conditions. This will help you understand our policies and guidelines for using our platform.

Create a profile

  1. Click “Create an account” on the login or the event page. This will take you to the Create a Profile page in a new tab.
  2. Fill out the required information and create your profile. Once completed, you’ll receive an email from XPX with the subject “Your login information for XPX” that contains your login credentials.
  3. Close the new tab and return to the previous page where you started. Click “Login” or “Login to register” and enter your login credentials.
  4. Your contact will be authenticated and you will be logged into your account.
If you have any questions or issues with the registration process, please contact our customer support team for further assistance. We’re here to help and look forward to having you as a valued member of our community.

We take the security of our platform and your account information very seriously. To help ensure that your account is secure and protected, we have established password requirements that must be met when creating or updating your account password. Here are the password requirements that we currently have in place:

  • Must be at least 12 characters or more in length.
  • Must include both upper and lower case letters.
  • Must include at least one number.
  • Must include at least one of the following special characters: #?!@$%^&*-.
  • Must not include spaces.

Creating a strong and secure password is an important step in protecting your account from unauthorized access. We recommend that you choose a password that is difficult to guess and avoid using common phrases or personal information.

If you have any questions or issues with creating a password that meets these requirements, please contact our customer support team for further assistance. We’re here to help ensure that your account remains secure and protected.

Login

To login to our site, simply navigate to the login page and enter your username and password. Once you’ve entered your login credentials, click on the “Log In” button to access your account. If you’re having trouble logging in, make sure you are using the correct username and password.

Refresh the page: Sometimes, refreshing the page can fix the issue. Pressing F5 or clicking the refresh button on your browser can help.

Clear your web browser cache and cookies: Clearing your browser’s cache and cookies can also help fix the issue. These are stored files that can sometimes cause issues with login and redirection. Here are links to help pages for popular browsers:

Check your login credentials: Make sure you are using the correct email and password. Double-check for typos and ensure that your Caps Lock is off.

If you’re having trouble logging in after completing the ReCaptcha, make sure that you’re correctly completing the ReCaptcha. You may need to try completing the ReCaptcha again or try a different browser. Additionally, if you have any browser extensions that block scripts, you may need to disable them temporarily. If the issue persists, try clearing your browser’s cache and cookies, and then attempt to login again.

If you’re having trouble signing in to your XPX account or resetting your password, the following tips can help you gain access to your account.

Reset Your Password Online

  1. Visit my.exitplanningexchange.com/sys/ResetPasswordRequest
  2. Enter the email address associated with your XPX account
  3. Check your email – you’ll have a message in your inbox with the subject “Choose a new password for your XPX account”.
  4. Open the email > click the Reset Password button.
  5. Create a new password.

If you’ve forgotten the email address associated with your XPX account, please contact us for assistance.

Password Reset Email Issues

If you’re having trouble with the password reset email, it is possible that you created your XPX account using a different email address than the one you are entering into the email address field. Try these troubleshooting steps:

  1. Please ensure that you’ve entered the correct email address associated with your account.
  2. Confirm the email address you used to create your account by looking through your email inboxes for emails from XPX.
  3. Spam or junk folder.
  4. Make sure to whitelist our support email so that future emails will go to your inbox.
  5. Contact our customer support team for assistance. It’s possible that there was an issue with the email delivery or your account information needs to be updated.

If you’ve forgotten the email address associated with your XPX account, please contact us for assistance.

If you’re seeing an error message after logging in to our platform, there may be a few reasons why this is happening. Here are some common reasons for error messages and what you can do to troubleshoot the issue:

  • Incorrect login credentials: Double-check that you’re entering the correct username and password. If you’re unsure, try resetting your password or contacting our customer support team for assistance.

  • Session timeout: If you’ve been logged out of your account due to inactivity, you may see an error message when attempting to access your account. Try logging in again to start a new session.

  • Technical issues: Occasionally, our platform may experience technical issues that result in error messages. In this case, please try logging in again after a few minutes. If the issue persists, please contact our customer support team for assistance.

  • Account access restrictions: If your account has been restricted or suspended, you may see an error message when attempting to log in. Please contact our customer support team for further assistance.

If none of the above solutions resolve the issue, please contact our customer support team for further assistance. We’re here to help ensure that your experience on our platform is as smooth and error-free as possible.

Profile

Update your profile with a fresh, eye-catching image in just a few simple steps. We’ve made it easier than ever to upload a new profile photo from the user menu dropdown.

Upload profile photo or logo

  1. Make sure you’re logged in. If not, login here.
  2. Locate the User Menu: Look for the user icon or your profile picture at the top right corner of your screen. Click on it to reveal a dropdown menu.
  3. Access Your Profile Settings: In the dropdown menu, you’ll find various options related to your account. Look for the “Edit Photo” or “Edit Logo” option and click on it.
  4. Choose Upload New Photo: You’ll see your current profile picture (if you have one). Look for the option “Upload” and click on it to proceed.
  5. Select Your New Photo: Drag-n-drop or use the file explorer dialog box to choose an image file from your device. Browse through your files, locate the image you want to upload, and click “Open” or “Choose” to select it.

File formats & extensions

We support a variety of file extensions on our platform to ensure that you can upload and access the content you need. Here are the file extensions that we currently support:

  • .jpg
  • .jpeg
  • .gif
  • .png
  • .HEIC
  • .HEIF
  • .HEVC
  • .svg

File restriction sizes:

  • Profile photos: 1MB
  • Company Logos: 1MB

If you need to upload a file larger than the maximum file size allowed, you may need to compress or optimize the file to reduce its size.

If you’re experiencing issues uploading a file due to size restrictions or accessing files with these extensions, please ensure that your file meets the requirements and try again. Additionally, some file types may not be compatible with all devices or web browsers.

Media & Uploads

We support a variety of file extensions on our platform to ensure that you can upload and access the content you need. Here are the file extensions that we currently support:

  • .jpg
  • .jpeg
  • .gif
  • .png
  • .pdf
  • .HEIC
  • .HEIF
  • .HEVC
  • .svg

Please note that there may be limitations on the maximum file size that can be uploaded for certain file types. Additionally, some file types may not be compatible with all devices or web browsers.

If you’re experiencing issues uploading or accessing files with these extensions, please ensure that your file meets the requirements and try again. If you continue to experience issues, please contact our customer support team for further assistance.

To ensure that our platform operates smoothly and efficiently, we have established file size restrictions for different types of content. These restrictions are in place to help prevent issues with uploads and to ensure that our platform runs optimally. Here are the file size restrictions for different types of content:

  • Profile photos: 1MB
  • Company Logos: 1MB
  • Document uploads: Max 32MB for multiple files

Please note that exceeding the file size restrictions may cause issues with the upload or affect the performance of our platform. If you need to upload a file larger than the maximum file size allowed, you may need to compress or optimize the file to reduce its size.

If you’re experiencing issues uploading a file due to size restrictions, please ensure that your file meets the requirements and try again. If you continue to experience issues, please contact our customer support team for further assistance.

My Account

You can change your billing details by accessing your membership details within your Account. 

Keep your account up-to-date and secure. You can change your password at My Account > Settings.

Troubleshooting

Your privacy is our priority. We believe Your personal data should always be protected and we are committed to ensuring its safety.

To learn more about our commitment to privacy and about your rights, please visit our Privacy Policy page.

If you have questions about events, sponsorship or membership for one of our Chapters or need to set up a Chapter mailing address, please contact:

Angie Ellis

Chapter Administrator







If you have questions about XPX network activities including: visibility (video production, our website or social media) or forming a Chapter in your area, please contact:

Cheryl Centeno

Community Manager







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