Introduction
Login and access problems can be frustrating, but most can be resolved quickly with a few simple steps.
Overview
Before troubleshooting, note that you only need to log in if you have access to SalesHub™ Starter or SalesHub™ Pro. If you're unsure about your access level, check with your organization's administrator. The login page can be accessed at https://truetour.app/signin.
Common Login Issues and Solutions
Incorrect Credentials
- Double-check that your username/email address is exactly as registered
- Verify your password (remember passwords are case-sensitive)
- Check for typing errors including extra spaces
- Ensure Caps Lock is not enabled when entering your password
- Use the 'Forgot Password' option if you can't remember your credentials
Browser Issues
- Clear browser cache and cookies:
- Windows/Chrome: Press Ctrl+Shift+Delete
- Mac/Chrome: Press Command+Shift+Delete
- Safari: Go to Safari menu > Preferences > Privacy > Manage Website Data
- Try a different browser (Chrome, Firefox, Safari, Edge)
- Use Incognito/Private browsing mode
- Update your browser to the latest version
Device and Connection Issues
- Attempt to log in from another device if possible
- Verify you have a stable internet connection
- Temporarily disable any VPN or proxy services
Account-Related Issues
- Check if your account needs activation (common for new users)
- The Forgot Password sequence allows you to request a new password
Email Filtering Issues
- Check your spam/junk folder for password reset emails
- Email quarantine systems may be blocking our communications
- Corporate email filtering can prevent delivery of login-related emails
- Contact your IT team if emails from SalesHub™ are being quarantined or blocked
- Add our email domain to your allowlist to ensure future communications reach your inbox
Step-by-Step Troubleshooting Process
- Navigate to the login page at https://truetour.app/signin
- Verify your credentials - Ensure you're using the correct email and password
- Reset your password - Use the password reset function if uncertain
- Check your email folders - Look in spam/junk folders for reset emails
- Contact IT if needed - Reach out to your IT team about email filtering
- Clear browser data - Clear cache and cookies, then restart your browser
- Try incognito mode - Attempt login using private/incognito browsing
- Use another browser - Switch to a different web browser
- Check from another device - If possible, try logging in from a different device
- Contact support - Feel free to reach out to our friendly support team!
Next Steps
If you've tried all troubleshooting steps and still cannot access your account, contact our Support Team with details about your specific error message, steps already taken, and your browser/device information.
Need additional help? Submit a support ticket through our Support Request Form and our team will assist you promptly.