Troubleshooting: Sourcing Brain "Password Expired" or Connection Errors
If you see an error when trying to source mortgage products through Sourcing Brain (MortgageBrain), such as "Failed to initialise MortgageBrain session - Password Expired" or "Invalid Login Credentials", this usually means your MortgageBrain password has expired and needs resetting.
Why Does This Happen?
MortgageBrain requires you to reset your password periodically — typically every 90 days. When your password expires, Smartr365 can no longer connect to MortgageBrain on your behalf, and all sourcing attempts will fail until you update your credentials.
How to Fix It
Reset your MortgageBrain password — Visit the MortgageBrain portal and log in. Follow the prompts to reset or change your password. If you cannot log in, contact MortgageBrain directly to reset your account.
Update your credentials in Smartr365 — Go to Settings > My Credentials > Sourcing Brain. Enter your new MortgageBrain username and password, then click Save.
Test sourcing — Open any case and try sourcing products. The connection should now work.
Important Notes
MortgageBrain credentials are per adviser — each adviser has their own login. If one adviser's sourcing fails, it does not affect other advisers at the same firm.
If your firm administrator manages credentials centrally, ask them to update the stored credentials after the password reset.
After resetting, you may also need to clear your browser cache and cookies before retrying.
Still Not Working?
If you have reset your password and updated your credentials in Smartr365 but sourcing still fails:
Double-check that you entered the credentials in the correct fields (username, not email)
Try logging into the MortgageBrain portal directly to confirm your new credentials work
Contact Smartr365 Support for further investigation
Related article: My Sourcing Brain Password is Expired