Password & Access FAQ
Overview
Because Commission Tracker Cloud is a hosted solution, you interact with two different security layers: the Cloud Server (your connection to our data center) and the Commission Tracker Software (your actual database).
❓ Why do I have two different logins?
Think of it like a secure building: your first login gets you through the Front Door of the building (the Server), and your second login opens your Office Door (the Software).
| Login Level | What it Accesses | Managed By |
|---|---|---|
| 1. Cloud Server | The connection between your PC and our Secure Server. | Commission Tracker Support |
| 2. Software Login | The Commission Tracker application and your data. | Your Local Admin |
Layer 1: The Cloud Server Login
Your company username and password initiate the remote connection. This is the first box you see when launching the application. * Pro-Tip: Check the "Remember my credentials" box during this step so you don't have to type this complex password every time.
Layer 2: The Software Login
Once the server connection is established, the Commission Tracker login screen appears. * Username: Usually matches your company username. * Password: A separate password managed within the System Options screen.
🔒 Security & Password Requirements
Can I change my Company/Server password to something easier to remember?
No. For your protection, our Cloud Server passwords must meet strict complexity requirements.
Security Note: The easier a password is to remember, the easier it is for a "brute-force" attack to guess it. We enforce high-strength passwords to prevent unauthorized access and protect your sensitive client data.
Can I change my Software password?
Yes. Your internal software password can be managed by your agency administrator. 1. Go to Tools → System Options. 2. Navigate to the Users tab. 3. Update your local software credentials here.
⚠️ Troubleshooting Login Issues
- "Credentials Not Working": Ensure you are not confusing the Server password with the Software password.
- Case Sensitivity: Both login layers are case-sensitive. Check that
Caps Lockis turned off. - Black Screen After Login: If you successfully log in but see a black screen, try checking the "Reset Monitor Position" box on the login screen.
💡 Tips for Success
- ✅ Check "Remember Me": Only do this on a private, secure computer. It saves you from entering the complex server password daily.
- ✅ Keep Them Separate: Store your Server credentials and Software credentials in a secure password manager.
- ❌ Never Share Logins: Each user should have their own unique Software login to ensure accurate Policy History tracking.
Still Locked Out?
If you have forgotten your Server password, please contact our support team for a reset.