FAQ

1. I can't sign in. What should I do?
First, check the following:

• Are you using the correct email address?
  Your username is your email address, not a custom username.
• Is your password correct?
  Make sure Caps Lock is turned off. If you've forgotten your password, see Question 4.
• Have you set up an authenticator app?
  If you're being asked for a 6-digit verification code and you haven't set up an authenticator app yet, see Question 2.
• Is your internet connection working?
  Check that you have an active internet connection.

Still unable to sign in? Please complete the contact form below to get in touch with us. Be sure to include your name, email address, and a brief description of the issue.

2. I don't have an authenticator app. What should I do?
You'll need an authenticator app to sign in. Download one of the following free apps on your smartphone from the App Store or Google Play:Microsoft Authenticator of Google Authenticator. After installing the app, you can scan the QR code the next time you sign in. See the Instruction Guide for step-by-step instructions.

3. I have a new phone and no longer have access to my verification codes
If you've replaced or reset your phone, or removed your authenticator app, you won't be able to sign in until your MFA settings have been reset. Please contact your organization's IT contact person or email our Service Desk. Include your name and email address in your message. Once your MFA settings have been reset, you'll be able to link a new authenticator app the next time you sign in.

Tip: If you know in advance that you'll be getting a new phone, you can back up your authenticator app. Microsoft Authenticator includes a built-in backup feature that you can enable in the app's settings.

4. I've forgotten my password
1. Go to portal.xsarus.nl
2. Enter your email address and click Next
3. Click Forgot password below the password field
4. Enter your email address again and click Send
5. You'll receive an email with a link to create a new password
6. If you don't receive the email within 5 minutes, check your spam or junk folder.

The link in the email is valid for 15 minutes. If you didn't receive the email or the link has expired, simply repeat the steps above.

5. My 6-digit verification code isn't accepted
This is usually caused by one of the following:

• The code has expired
  Each verification code is valid for 30 seconds. If you wait too long, the code will expire. Wait for a new code to appear in your authenticator app (the progress bar will start over) and enter it as quickly as possible.
• Your phone's date and time aren't set correctly
  Verification codes are based on the exact time. If your phone's clock is incorrect, the codes won't work. Make sure your phone is set to update the date and time automatically:
  - Phone: Settings → General → Date & Time → Set Automatically = On
  - Android: Settings → General management → Date and time → Automatic date and time = On
• You scanned the QR code again while an XSARUS account already exists in your authenticator app
  Remove the existing XSARUS account from your authenticator app before scanning the QR code again. Otherwise, you'll have two XSARUS entries and may accidentally use the wrong verification code.

6. I receive an error message when scanning the QR code
Possible causes and solutions:

• The camera does not open in the app
  Allow the app to access your camera through your phone's settings.
• The QR code is not recognized
  Hold your phone slightly further away from the screen. The entire QR code must be visible.
• The page has expired
  Refresh the login page in your browser and start the process again.
• The account already exists in the app
  Remove the existing XSARUS account from your authenticator app and scan the QR code again.

7. I sign in with Microsoft or Google but can't continue

• The system asks for an authenticator code
  After signing in with Microsoft or Google, portal.xsarus.nl will ask you to set up an authenticator app once. This is an additional security step and is separate from your Microsoft or Google security settings. Follow Steps 4 and 5 in the Instruction Guide.
• You are redirected back to the login page
  Check that you are using the correct Microsoft or Google account. The email address of your Microsoft or Google account must match the email address registered with XSARUS.
• You see an error message saying "account does not exist"
  Your Microsoft or Google account is not linked to an XSARUS account. Sign in using your email address and password instead.

8. I am not redirected to the login page
Check the following:

• Click the Sign in button in the application. You will automatically be redirected to portal.xsarus.nl. If the button does not work, go directly to portal.xsarus.nl in your browser.
• Are cookies enabled in your browser? Portal.xsarus.nl requires cookies to work. Check that you don't have strict cookie blocking enabled.
• Are you using a company proxy or VPN? In some cases, this can block the redirect. Contact your organization's IT contact person.

9. I can sign in to Redmine but not to another application
De Not all applications have moved to portal.xsarus.nl at the same time. The rollout will take place in phases:

• Redmine: Phase 1 (September 2026)
• E-commerce: Phase 2 (October 2026)
• Merchandiser: Phase 3 (October 2026)
• TableTop: Phase 4 (November 2026)

Is the application not listed above, or are you seeing a different error message? Please contact our Service Desk.

10. My account does not exist or I am not recognized by the system
Do you see a message such as "Invalid username or password" while you are sure your email address is correct? Possible causes:

• our account has not been created yet
  XSARUS imports accounts per organization and in batches. Your account will be created before your organization's go-live date. Have you received the announcement email but still cannot sign in?
• You are using a different email address than expected
  Check that you are using the email address registered with your employer or with XSARUS.
• There is a typo in your email address
  Check for spaces before or after the email address.