📧 Didn't get an XBert Capture email?
You can still get in. Your 6-digit activation code is also shown to whoever invited you, on their Users page in XBert. This article covers what to check, why emails can go missing, and how practices and their clients can get around it.
The emails XBert Capture sends
An invitation, with a Get started button, a 6-digit activation code and links to download the app.
An email saying you've been added to another client, if you already use XBert Capture.
A sign-in code, when you sign in to the app.
They all come from noreply@xbert.io.
Check these first
Look in your junk or spam folder.
Check the email address is right. Practices can see the address they invited on the Users page.
Why our emails can go missing
Some email hosts and spam filters block or delay our emails. If an address keeps rejecting them, our email provider may stop sending to it, to protect our sending reputation, until our support team clears it.
If our emails still aren't arriving, contact us at support@xbert.io and tell us the email address that isn't receiving them.
For practices: share the activation code yourself
In the left-hand menu, click Settings.
Under XBert Capture, click Users.
Find the person. Their row shows Name, Email, Status, Activation Code and Last Login.
Click their code in the Activation Code column to copy it. You'll see Copied!
Send or read the code to them, and ask them to sign in to the XBert Capture app with the email address you invited.
💡 The code is only there while they still need it
It shows while the person is Pending or Expired. Once they're Active, you'll see a dash instead.
If they show Expired, open the menu on their row and click Re-invite first, then share the code. Re-inviting gives them a fresh link and another 7 days. The code stays the same. You can only resend once every 30 minutes.
👉 Read more here: How To: Invite Clients and Manage Capture Users
For clients: sign in with your code
Ask whoever invited you (your accountant or bookkeeper) for your 6-digit activation code.
Open the XBert Capture app. Get it from the App Store or Google Play, or go to
capture.xbert.ioin your internet browser.Sign in with the email address you were invited with, and type in the code.
⚠️ Use the XBert Capture app, not the XBert website
XBert Capture has no password. You sign in with your email address and a code. Links to app.xbert.io are for the XBert website that practices use, and take you to XBert sign-up and trial pages instead.
👉 Read more here: How To: Accept an Invitation to XBert Capture
👉 Read more here: How To: Sign In to XBert Capture
Already using XBert Capture?
The code on the Users page is only there for people who haven't joined yet. If you're already set up and your sign-in code email doesn't arrive, contact our support team.
Don't delete and re-invite
Deleting someone and inviting them again won't fix a missing email, and it can remove their access. Contact us instead.
Need help?
If you have any questions, our support team is here to help!
Email us at support@xbert.io. In XBert, use the chat widget on the bottom left of your screen (Help). In the XBert Capture app, go to Settings and tap Help & FAQ.