Common questions about how customers discover, claim, and access your devices through Xyte Connect+, and how to resolve the issues that come up most often.
| Question | Answer |
|---|
| Why don't my device models show up for a customer? | Check two things: the models are published, and the customer is either already connected to your brand or self sign-up / connect is enabled. |
| How does a customer see and claim my devices? | Your brand appears in the customer's "Add Devices" flow when they're connected to you or when self sign-up / connect is on. Claiming a device automatically creates the connection between that customer and your brand. |
| Do unpublished (draft) models appear anywhere? | No. Only published models are visible to customers, regardless of other settings. |
| Question | Answer |
|---|
| What does "Customer self sign-up / connect" do? | On: any Connect+ customer can find and connect to your brand without an invite. Off: customers must be invited or connected by you first. |
| Does turning it off remove existing customers? | No. It only affects whether new customers can self-connect. Existing connections and claimed devices are unaffected. |
| Question | Answer |
|---|
| How do customers get a Connect+ account? | They sign up on the Connect+ portal, you invite/connect them, or — if your brand is fully integrated with Connect+ — you create the account directly from your partner portal. |
| Can I create a Connect+ account from my partner portal? | The standard "Create Organization" button creates a customer account in your portal. Creating an account that lives in Connect+ and is pre-linked to your brand requires your brand to be fully integrated with Connect+. Contact Xyte to enable this. |
| What's the difference between an account in my portal and a Connect+ account? | An account in your portal is managed under your brand only. A Connect+ account lives in the shared Connect+ portal and can use devices from any participating brand. |
| Question | Answer |
|---|
| Will I see all of my customer accounts? | Every customer that connects to your brand or claims one of your devices appears automatically in your Organizations list. Customers who haven't connected yet aren't visible — by design. |
| Question | Answer |
|---|
| A customer uses the same email in more than one portal — can they switch between accounts in a single login? | No. Each portal is a separate account with its own login, even with the same email address. Consolidating a customer into one Connect+ login requires the brand to be fully integrated with Connect+. |
| A customer gets "link already used" or "failed to verify token" when opening a login or invite link. Why? | Login and invite links are single-use. Many email providers (for example, Microsoft/Outlook "Safe Links") automatically scan links in incoming mail, which consumes the one-time token before the customer clicks it. |
| How do we fix that? | Deliver the link outside email (chat, SMS), use a one-time passcode (OTP) instead of a clickable link, or have the customer's IT allowlist the authentication URL from link scanning. |
