Password & Access FAQ
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 Use This
Understanding the difference between your two logins prevents the most common login errors and helps you manage your credentials correctly.
Understanding Your Two 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
Changing Your Server Password
Server passwords must meet strict complexity requirements and cannot be simplified.
Protect Your Data
The easier a password is to remember, the easier it is for a brute-force attack to guess it. High-strength passwords are enforced to prevent unauthorized access and protect your sensitive client data.
Changing Your Software Password
Your internal software password can be managed by your agency administrator.
- Go to Tools → User Management.
- Enter the password when prompted (default:
password). - Update your credentials here.
🔧 Troubleshooting
Credentials are not working. Ensure you are not confusing the Server password with the Software password. They are separate and different.
Login is failing due to case sensitivity.
Both login layers are case-sensitive. Check that Caps Lock is turned off before entering your credentials.
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.
Forgotten your Server password. Contact the support team for a reset — Server passwords cannot be changed without assistance.
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.
🔗 Related Topics
- Windows Connection Instructions — Step-by-step setup for PC users.
- Mac Connection Instructions — Step-by-step setup for Mac users.
- Connection Issues — Troubleshooting steps for login errors, lag, or disconnected sessions.
- User Management — Manage software users and passwords.
Need help? Contact support@commission-tracker.com