Draft auto-generated by KB Maintenance on 2026-05-26 from 5 support conversation(s). Gap type: GAP. Source conversations: 215560975525954, 215560982454793, 215560992662028, 215560960163550, 215560973140519.
If you cannot log in to Smartr365, work through the steps below in order. Most login problems can be resolved without contacting support.
Step 1: Check You Are Using the Correct Login URL
Smartr365 uses firm-branded login URLs. The generic prod URL may not work for your network. Your correct URL is usually in the format https://[yourfirmname].smartr365.com or provided by your network (e.g. Sesame, SBG, JMD). Check any onboarding emails you received from Smartr365 for your specific URL.
Step 2: Reset Your Password
On the login page, click Forgot Password.
Enter your registered email address and submit.
Check your email (including spam/junk) for the reset link.
Click the link within the expiry window and set a new password.
Note: If 'Forgot Password' shows an error saying to contact support, your account may be locked, not yet activated, or registered with a federated identity provider — contact support in this case.
Step 3: Check Your 2FA / Verification Code
Ensure your phone is receiving SMS messages and has signal.
Wait up to 2 minutes for the code to arrive before requesting a new one.
If the code does not arrive, use the Call Me option on the verification screen to receive it by voice call instead.
If your mobile number has changed, contact support — see the article on updating your 2FA phone number.
Step 4: Clear Browser Cache and Cookies
Close all browser tabs with Smartr365 open.
Clear your browser cache and cookies for the Smartr365 domain and remember not to delete any saved passwords.
Try logging in using an Incognito / Private browser window to rule out cached session issues.
If this works in Incognito, the issue is browser-stored stale session data — clearing cookies in your main browser will fix it.
Step 5: New Accounts — Activation
If your account was recently created and you never received a password, the activation email may not have arrived. Contact your firm's System Admin to re-send the activation invite. Do not use Forgot Password until you have completed first sign-up — it will not work on an inactivated account.
When to Contact Support
Contact Smartr365 support if:
Forgot Password returns an error
You see 'Business not found' on the login page
You see 'User not found' or a 404 authentication error
Your login email address has changed and you cannot log in with the new email
You are locked out due to too many failed SMS code attempts