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Last updated: 2026-04-06

Account Setup Issues

Solutions for common problems during Dxtra platform account setup and initial configuration.

Initial Setup Checklist

Before troubleshooting, ensure you have:

  • A valid Dxtra account with confirmed email
  • Appropriate permissions for your intended role
  • A supported web browser (Chrome, Firefox, Safari, or Edge)

Account Creation Issues

Unable to Create Account

Symptoms: Registration process fails or doesn't complete successfully.

Problem: Confirmation email not received after registration

Solutions:

  1. Check Email Delivery:
  2. Check spam/junk folders
  3. Verify email address was entered correctly
  4. Wait 10-15 minutes for delivery delays

  5. Check if email provider blocks automated emails

  6. Corporate Email Filters:

  7. Contact IT to whitelist emails from @dxtra.ai
  8. Add noreply@dxtra.ai to safe senders list

  9. Check if corporate firewall blocks external links

  10. Resend Verification:

  11. Go to Dxtra Login
  12. Click "Resend verification email"
  13. Use a personal email temporarily if corporate email fails

Contact Support

If email verification continues to fail, contact support with:

  • Email address used for registration
  • Timestamp of registration attempt
  • Corporate email provider (if applicable)

Problem: Password doesn't meet security requirements

Password Requirements:

  • Minimum 8 characters
  • At least 1 uppercase letter (A-Z)
  • At least 1 lowercase letter (a-z)
  • At least 1 number (0-9)
  • At least 1 special character (!@#$%^&*)
  • Cannot be a commonly used password

Recommended: Use a password manager (1Password, Bitwarden, or Dashlane)

Problem: Business email domain not recognized or blocked

Domain Validation Issues:

Issue Cause Solution
"Invalid email domain" Free email providers restricted Use business email domain
"Domain not found" New domain or DNS issues Wait 24-48 hours for DNS propagation
"Blocked domain" Security restrictions Contact support for manual verification

Business Email Requirements: - Must use company domain (not Gmail, Yahoo, etc. for business accounts) - Domain must have valid MX records - Should match the organization you're registering

Data Controller Setup

Cannot Create Data Controller

Symptoms: Data Controller creation form fails or returns errors.

Error: "Insufficient permissions to create Data Controller"

Role Requirements:

Action Required Role Alternative
Create Data Controller Administrator Owner must invite you
Edit Data Controller Administrator or Editor Request role upgrade
View Data Controller Any role Basic access should work

Solutions: 1. Check your current role: Dashboard > Settings > Team > Your role 2. Request permission: Ask account owner to upgrade your role 3. Create new organization: If you should be the owner

Error: Form validation fails on Data Controller creation

Required Fields:

  • Organization name (legal entity name)
  • Business address (complete physical address)
  • Contact email (must be accessible by compliance team)
  • Phone number (business line preferred)
  • Industry/sector classification
  • Privacy officer contact (if different from main contact)
  • Website URL (for domain verification)

Common Validation Errors:

Field Requirements Common Issues
Organization Name Legal business name Using abbreviations or DBA names
Address Complete physical address PO Box addresses not accepted
Website Valid, accessible URL Placeholder or development sites
Phone Valid business number Personal or mobile numbers only

Issue: Cannot verify domain ownership for Data Controller

Domain Verification Process:

  1. Add Domain in Settings:
  2. Dashboard > Settings > Data Controller > Domains
  3. Click "Add Domain"

  4. Enter your website domain (without https://)

  5. Verification Methods:

Method 1: HTML File Upload

HTML
<!-- Download verification file from Dxtra -->
<!-- Upload to: https://yourdomain.com/.well-known/dxtra-verification.html -->

Method 2: DNS Record

Text Only
TXT record for your domain:
Name: _dxtra-verification
Value: [provided by Dxtra Dashboard]
TTL: 300 (or your provider's default)

Method 3: Meta Tag

HTML
<!-- Add to <head> section of your homepage -->
<meta name="dxtra-site-verification" content="[verification-code]" />

  1. Common Verification Issues:
Issue Cause Solution
File not found Wrong upload location Upload to exact path shown
DNS not propagating DNS changes take time Wait 24-48 hours
SSL certificate issues Mixed content warnings Ensure HTTPS is properly configured
CDN caching Cached old content Clear CDN cache after uploading

Team Management Issues

Invitation Email Issues

Symptoms: Team members don't receive invitation emails or cannot accept invitations.

  1. Invitation Email Troubleshooting:
  2. Check if email address is correct in invitation
  3. Verify recipient's spam/junk folders
  4. Confirm invitation hasn't expired (7-day validity)

  5. Check if recipient already has a Dxtra account

  6. Resend Invitations:

  7. Dashboard > Settings > Team
  8. Find pending invitation
  9. Click "Resend" button

  10. Or delete and create new invitation

  11. Alternative Methods:

  12. Share invitation link manually (copy from dashboard)
  13. Ask recipient to create account first, then add to team
  14. Use different email address for the person
  15. Contact support for manual team addition

Problem: Cannot assign appropriate roles to team members

Role Hierarchy:

Role Permissions Typical Use Case
Owner Full platform access CEO, Co-founder
Administrator Manage team, integrations, settings CTO, IT Director
Compliance Manager Manage compliance, reports, policies DPO, Legal team
Editor View and edit data, create reports Privacy analysts
Viewer Read-only access to data and reports Stakeholders, auditors

Role Assignment Rules: - Only Owners can assign Owner role - Administrators can assign any role except Owner - Cannot demote the last Owner - Cannot remove yourself if you're the only Owner

Common Role Assignment Errors:

Error Message Cause Solution
"Cannot assign this role" Insufficient permissions Must be Owner or Admin
"Must have at least one Owner" Trying to demote last Owner Assign Owner to someone else first
"User already has higher role" Role conflict Remove from team and re-invite

Authentication and Access Issues

Login Problems

Symptoms: Cannot log into Dxtra Dashboard after account creation.

Problem: Password not working or account locked

Password Troubleshooting:

  1. Password Reset:
  2. Go to Dxtra Login
  3. Click "Forgot Password?"
  4. Enter registered email address
  5. Check email for reset instructions (including spam)

  6. Create new password following requirements

  7. Account Lockout:

  8. Too many failed login attempts (5 attempts)
  9. Suspicious login activity detected
  10. Account suspended for policy violation

Lockout Resolution: - Wait 30 minutes for automatic unlock - Use password reset to unlock immediately - Contact support if lockout persists

  1. Browser Issues:
  2. Clear browser cache and cookies
  3. Disable password managers temporarily
  4. Try incognito/private browsing mode
  5. Test in different browser

Problem: 2FA setup or verification issues

2FA Setup:

  1. Authenticator App Setup: Recommended apps:
  2. Google Authenticator (iOS/Android)
  3. Authy (iOS/Android/Desktop)
  4. Microsoft Authenticator (iOS/Android)

  5. 1Password (with premium subscription)

  6. QR Code Issues:

  7. Ensure good lighting when scanning
  8. Try manual entry if QR scan fails
  9. Check if authenticator app needs camera permissions

  10. Use backup codes if available

  11. Time Synchronization: Common cause of 2FA failures:

  12. Phone time must be accurate to within 30 seconds
  13. Enable automatic time setting
  14. Manually sync time in authenticator app
  15. Check timezone settings are correct

API Access Setup

Symptoms: Cannot generate or use API keys for Dxtra platform access.

Problem: Cannot create API keys or keys don't work

API Key Requirements:

  • Must have Editor role or higher
  • Account must be fully verified
  • Data Controller must be properly configured

API Key Generation Process: 1. Dashboard > Settings > API Keys 2. Click "Generate New API Key" 3. Provide descriptive name 4. Set expiration date (90 days recommended) 5. Copy key immediately (only shown once) 6. Test key with authentication endpoint

API Key Testing:

Bash
curl -X POST https://auth.dxtra.ai/v1/signin/pat \
     -H "Content-Type: application/json" \
     -d '{"personalAccessToken": "YOUR_API_KEY"}'

# Expected response: JWT token for API access

Configuration Issues

Initial Platform Configuration

Symptoms: Platform appears to be set up but core functionality doesn't work properly.

Problem: Data isn't displaying correctly or relationships are broken

Common Schema Problems:

Issue Symptoms Solution
Missing relationships Data appears isolated Configure data relationships in settings
Field mapping errors Data in wrong fields Review field mappings in integrations
Validation errors Data rejected during import Check data format requirements

Data Validation Checklist:

  • Email addresses are properly formatted
  • Date formats are consistent (ISO 8601 recommended)
  • Required fields are not null/empty
  • Text fields don't exceed length limits
  • Relationships reference existing records

Problem: Webhooks not working for integrations

Webhook Setup Verification:

  1. Webhook URL Format:

    Text Only
    https://conduit.dxtra.ai/integrations/{service}/event?did={your_did}&dxKey={your_key}

Supported services:
- shopify
- stripe
- mailchimp
- woocommerce

  2. Webhook Testing:

    Bash
    curl -X POST "https://conduit.dxtra.ai/integrations/stripe/event?did=YOUR_DID&dxKey=YOUR_KEY" \
     -H "Content-Type: application/json" \
     -H "Stripe-Signature: test" \
     -d '{"test": "webhook"}'

# Should return 200 OK if properly configured

  3. Common Webhook Issues:

Error Cause Solution
401 Unauthorized Wrong DID or dxKey Copy exact values from Dxtra Dashboard
404 Not Found Wrong URL path Check integration-specific URL format
SSL verification failed Certificate issues Ensure webhook source supports modern TLS

Getting Setup Help

When to Contact Support

Contact Support If...

  • Account verification fails after multiple attempts
  • Domain verification cannot be completed
  • Team invitations consistently fail
  • API keys cannot be generated despite proper permissions
  • Data Controller creation fails with unclear errors
  • Setup process takes longer than expected (>24 hours)

Information to Provide to Support

Helpful Setup Information

Account Details:

  • Email address used for registration
  • Organization/company name
  • Timestamp of setup attempts
  • Error messages (exact text)
  • Screenshots of error states

Technical Environment:

  • Browser type and version
  • Operating system
  • Network type (corporate vs. personal)
  • Domain verification method attempted
  • Integration types being configured

Self-Service Resources

Before Contacting Support

  1. Setup Guides: Review our setup documentation
  2. Integration Guides: Service-specific setup instructions in integrations section
  3. Search Documentation: Use Ctrl+K to search across all documentation

Contact Support Setup Guide Integration Setup