FAQ
Account and access
Section titled “Account and access”How do I log in for the first time?
Section titled “How do I log in for the first time?”You will receive an email invitation with a link to set your password. After setting your password, go to your organisation’s Nexalix URL and enter your email (or username) and password.
I forgot my password. How do I reset it?
Section titled “I forgot my password. How do I reset it?”Click Forgot your password? on the login page and enter your email address. If an account exists with that email, you will receive a reset link valid for one hour.
What is two-factor authentication (2FA)?
Section titled “What is two-factor authentication (2FA)?”Two-factor authentication adds an extra layer of security. After entering your password, you will be asked for a six-digit code from an authenticator app (such as Google Authenticator or Authy). Your organisation may require 2FA for all users.
How do I set up two-factor authentication?
Section titled “How do I set up two-factor authentication?”Go to Settings > Security and follow the setup wizard. You will scan a QR code with your authenticator app, enter a verification code to confirm, and receive a set of recovery codes that you should store in a safe place.
I lost access to my authenticator app. What do I do?
Section titled “I lost access to my authenticator app. What do I do?”Use one of the recovery codes you received during 2FA setup. Each recovery code can only be used once. If you have no remaining recovery codes, contact your organisation administrator — they can reset your password from the Admin panel.
Can I change my language?
Section titled “Can I change my language?”Yes. Go to Settings > Language and select English, Spanish, or Portuguese. The interface will switch immediately.
Incidents
Section titled “Incidents”How do I create an incident?
Section titled “How do I create an incident?”Go to Incidents and click New Incident. Select a template, set the location, fill in the fields, optionally attach photos, and click Save. See the Quick Start guide for a detailed walkthrough.
Can I edit an incident after creating it?
Section titled “Can I edit an incident after creating it?”Yes. Open the incident and click Edit. You can update fields, change the location, and modify the assignment. Note that certain fields (such as the template) cannot be changed after creation.
How do I change an incident’s status?
Section titled “How do I change an incident’s status?”Open the incident detail page and click Change Status. You will see the available transitions based on your organisation’s workflow configuration. You can optionally add a note when changing the status.
What are the different view modes for the incident list?
Section titled “What are the different view modes for the incident list?”The incident list supports four view modes:
- Split view — List on the left, map on the right (default).
- Table view — Traditional table with sortable columns.
- Cards view — Visual cards showing incident summaries.
- Map only — Full-screen map showing all incidents.
How do I attach photos to an incident?
Section titled “How do I attach photos to an incident?”When creating a new incident, click Add Photo to select images from your camera or gallery. Images are automatically compressed for faster uploads. You can attach photos up to the limit set by your organisation’s plan.
Organisation and administration
Section titled “Organisation and administration”How do I invite a new user?
Section titled “How do I invite a new user?”Go to Admin > Users and click Create User. Fill in the user’s details, enable Send Invite, and assign the appropriate roles. The user will receive an email with a link to set their password.
What are roles and permissions?
Section titled “What are roles and permissions?”Roles define what a user can see and do within the platform. Each role contains a set of permissions (e.g., “create incidents”, “manage users”, “view statistics”). Your organisation administrator assigns roles to users when creating or editing their accounts.
How do I manage incident statuses?
Section titled “How do I manage incident statuses?”Go to Admin > Statuses to view and manage the incident lifecycle for your organisation. You can create custom statuses, define allowed transitions between them, and set flags for initial, resolved, and terminal states.
Can I customise the platform’s branding?
Section titled “Can I customise the platform’s branding?”Organisation administrators can update the logo, primary colour, accent colour, and product name from Admin > Organisation Settings > Branding. These changes affect the web interface and email notifications.
What are sub-organisations?
Section titled “What are sub-organisations?”Sub-organisations represent departments, branches, or geographic divisions within your organisation. They allow you to restrict template access and organise users into logical groups.
Modules and features
Section titled “Modules and features”Which modules are available?
Section titled “Which modules are available?”Nexalix offers six optional modules: SLA Management, Asset Registry, Cost Tracking, Citizen Reporting, Auto-Assignment, and KML Layers. See the Modules Reference for details on each.
How do I enable a module?
Section titled “How do I enable a module?”Modules are enabled based on your subscription plan. Some plans include modules by default. Organisation administrators can also enable or disable modules from Admin > Organisation Settings > Features.
Why is a feature missing from my sidebar?
Section titled “Why is a feature missing from my sidebar?”A feature may not appear if:
- The module is not included in your subscription plan.
- The module has been disabled by your organisation administrator.
- You do not have the required permission to access it.
Contact your administrator if you believe you should have access.
Mobile app
Section titled “Mobile app”Is there a mobile app?
Section titled “Is there a mobile app?”Yes. Nexalix is available as a mobile app for iOS and Android. The mobile app supports incident creation, status updates, photo capture, GPS location, and push notifications.
How do I receive push notifications?
Section titled “How do I receive push notifications?”Install the mobile app and log in. Push notifications are enabled automatically. You can manage your notification preferences from Settings > Notifications on the web platform.
Data and privacy
Section titled “Data and privacy”Can I export my data?
Section titled “Can I export my data?”Yes. Go to Settings > Privacy and click Request Data Export. The system will prepare a file containing your personal data, which you can download within 24 hours. This is provided in accordance with GDPR Article 15 (Right of Access).
Can I request account deletion?
Section titled “Can I request account deletion?”Yes. Go to Settings > Privacy and submit a Data Deletion Request. Your organisation administrator will review and process the request. Personal data will be anonymised while incident records are preserved for regulatory compliance.
Where is my data stored?
Section titled “Where is my data stored?”Nexalix uses secure cloud infrastructure with data centres in the European Union. All data is encrypted in transit (HTTPS) and at rest. Photos are stored in Cloudflare R2 with private access via signed URLs.