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Signing in to the portal

Use this page to sign in to the Fran-Trak portal, set or change your password, and get back in when you are locked out.

Find your portal address

Each company has its own portal address. It usually looks like yourbrand.fran-trak.com, with your company's short name in front.

  • Your welcome email has the address in it.
  • Your administrator can also tell you.
  • Bookmark the address once you have it.

Note

If the page says You got here by mistake. and Please check the URL you are using and try again., the address is wrong. Check the spelling, or ask your administrator for the right one.

Sign in

  1. Go to your portal address.
  2. Type your Username and Password.
  3. To have the portal fill in your username next time, tick Remember me.
  4. Click Sign in.

The portal opens your Dashboard. If you were sent to a page by a link, the portal opens that page instead.

Warning

Do not tick Remember me on a shared or public computer.

Set your password the first time

When your administrator adds you, you get an email titled Welcome, here is your temporary password. It holds your username and a temporary password.

  1. Sign in with the username and temporary password from the email.
  2. The portal opens Manage Your Profile. It says Welcome. and asks you to set a new password.
  3. Check your name, email and phone details.
  4. Type your new password in New Password and again in New Password (again).
  5. Type a Security Question of at least 10 characters. Pick one only you can answer.
  6. Type its Security Answer, at least 5 characters.
  7. Click Update Profile.

Your profile does not save until you set a new password. If the portal says Please set a new password to finish setting up your account., type one in both boxes and click Update Profile again.

You use the security question to unlock your account if you are ever locked out. The answer is not case sensitive.

Change your password

  1. Click your name at the top right.
  2. Click Modify Profile.
  3. Type the new password in New Password and again in New Password (again).
  4. Click Update Profile.

The portal saves your profile and returns you to the Dashboard. For other profile changes, see Update your profile.

Note

The password boxes are optional. Leave both blank to save other changes and keep your current password. If you type a new password, type the same one in both boxes.

If you forgot your password

The sign-in page has no "forgot password" link. Your administrator sends you a new temporary password instead.

  1. Ask your administrator to reset your password.
  2. Watch for an email titled Welcome, here is your temporary password.
  3. Sign in with the temporary password.
  4. Set a new password, as in Set your password the first time.

Administrators: see Reset a user's password.

If you are the only administrator and cannot sign in, contact support.

When your session expires

The portal signs you out after a long time without use, and sometimes after maintenance. The next page you open says Your session expired. You must login again.

  1. Type your username and password again.
  2. Click Sign in.

The portal takes you back to the page you were on.

Tip

If you were part way through a form, your unsaved changes are lost. Save often on long forms.

Sign out

  1. Click your name at the top right.
  2. Click Logout.

On a phone, tap the menu button at the top, then tap Logout at the bottom of the list.

If your account is locked

After 10 wrong passwords within 15 minutes, your account locks. The portal says Your account has been locked from too many invalid attempts. It unlocks itself 15 minutes after the last attempt, or you can unlock it now. While it is locked, even the right password is refused.

You can wait 15 minutes and sign in again. Or unlock it now:

  1. Click Unlock Your Account under the message.
  2. The portal shows your security question.
  3. Type your answer in Answer.
  4. Click Unlock.
  5. When the portal says Your account has been unlocked., sign in again.

If the answer is wrong, the portal says Incorrect answer. You can try again. Wrong passwords and wrong answers count together. After 5 more wrong answers, the portal says Too many incorrect answers. Wait 15 minutes after your last attempt, then sign in again.

Wrong passwords in AI apps connected to Fran-Trak count too. See Ask an AI assistant.

You cannot unlock the account yourself when:

  • an administrator locked it; or
  • you never set a security question.

In each case, ask your administrator to unlock it. Administrators: see Unlock a user.

Messages you may see

Message What it means What to do
Incorrect username or password. The username or password did not match. Check both and try again. Check that Caps Lock is off.
That user does not exist within this brand. Your username belongs to a different company's portal. Use your own company's portal address.
A username and password is required. One of the boxes was empty. Fill in both.
Your account has been locked from too many invalid attempts. 10 wrong passwords within 15 minutes. Wait 15 minutes, or click Unlock Your Account. See If your account is locked.
Too many incorrect answers. 5 wrong security answers while the account was locked. Wait 15 minutes after your last attempt, then sign in. Or ask your administrator.
Your account is not locked. Login to continue. The lock already ended, or the account was never locked. Sign in.
We could not check your account just now. A short problem on our side. Try again in a minute.
Your account has been locked by an administrator. An administrator locked your account. Your security question cannot unlock it. Ask your administrator to unlock it.
Your account cannot be unlocked here because it has no security question. You never set a security question. Ask your administrator to unlock it. Then add a security question to your profile.
Your account has been deactivated. An administrator switched off your account. Ask your administrator to reactivate it.
This account is no longer active. Your company's portal is no longer active. Contact support if you think this is a mistake.
Your session expired. You must login again. You were signed out, or you followed a link while signed out. Sign in again.

Getting Started has its own sign-in

Getting Started, the setup wizard at app.fran-trak.com, signs you in with a code sent to your email. It does not use your portal password. See Getting Started.

AI apps use your portal sign-in

When you connect an AI app such as Claude or ChatGPT, you sign in with your portal username and password. Wrong passwords there count toward the same lock as the portal. See Connect your AI app.