Draft auto-generated by KB Maintenance on 2026-04-24 from 3 support conversation(s). Gap type: GAP. Source conversations: 215560963028736, 215560963591915, 215560959918547.
These login errors almost always mean you are accessing Smartr365 via the wrong URL. Each firm has its own branded login address — using a generic or saved URL from a different device can trigger these errors.
Overview
Smartr365 provisions each firm with a unique branded subdomain (e.g., yourfirmname.app.smartr365.com). If you try to log in via a different URL — such as a generic Smartr365 address or a bookmark saved on another device — the system cannot match your login credentials to your firm's account, resulting in "Business not found" or "email not recognised" errors.
How to find your firm's correct login URL
Check with your firm administrator — they will have the correct URL. It typically follows the format:
https://[yourfirmname].app.smartr365.comCheck a previous login confirmation email — Smartr365 welcome or invitation emails contain your firm's specific login link.
Contact Smartr365 Support — provide your firm name and email address and we can confirm the correct URL for you.
Step-by-step login fix
Obtain your firm's correct branded URL (see above).
Open a new browser tab and navigate directly to that URL.
Clear your browser cache and cookies, or try an incognito/private window to rule out a cached redirect.
Log in with your usual email and password.
Bookmark the correct URL on all devices you use to prevent this happening again.
Common scenarios
Logging in from a colleague's device: The device may have a different firm's URL bookmarked — always navigate to your firm's specific URL.
Returning after a long absence: Old bookmarks or browser-saved URLs may point to an outdated address — obtain the current URL from your administrator.
Error persists with the correct URL: If you have confirmed the URL is correct and still get the error, contact support — there may be an account configuration issue that needs investigating.