When you sign up for Smartr365, or log in with multi-factor authentication (MFA) set to text message, a verification code is sent to your registered mobile number. If the code is not arriving, follow the steps below.
Step 1 — Wait and Check Your Phone
Text messages can be delayed by your mobile network, so wait a few minutes before requesting another code.
Check that your phone has signal and is not in aeroplane mode or Do Not Disturb mode.
Check whether your phone has SMS filtering or spam blocking turned on that might be catching the code.
Try turning your phone off and on again, then request the code again.
Step 2 — Check Your Mobile Number
Check that the mobile number you registered for sign-in is your current mobile number.
The number on your account must be a real, active mobile number. If your account was set up with a placeholder number (for example 07777777777), codes cannot be delivered.
If your number is wrong or you have changed it: Smartr365 users should contact Smartr365 support. Changing the Mobile Phone field in User Management does not change the sign-in number. Clients should ask their adviser to update the mobile number held on their case.
Step 3 — Ask for a Phone Call Instead
On the verification screen, you can choose to receive a phone call instead of a text message.
This can help if you are travelling, because roaming can affect text message delivery.
Step 4 — Signing Up for the First Time? Complete Sign-Up First
If you are creating your account, open the link in your invitation email and complete the sign-up steps first. Signing in with an account that has not been fully registered will not work. For a step-by-step guide, see How do I login for the first time?
Step 5 — Clear Your Browser Cache
Clear your browser's cache and cookies, then try again:
Chrome: Settings > Privacy and Security > Clear browsing data
Edge: Settings > Privacy, search, and services > Clear browsing data
Safari: Preferences > Privacy > Manage Website Data > Remove All
Step 6 — Switch to the Microsoft Authenticator App
If text messages are often unreliable for you, or you are about to travel, Smartr365 users can sign in with the Microsoft Authenticator app instead. This option is not available for client accounts. New Smartr365 user accounts are set up to use the Authenticator app rather than text messages.
A System Administrator can change this in Settings > User Management: open the user, choose Microsoft Authenticator App under Multi Factor Authentication (MFA) Method, and click Save Profile. If you are not a System Administrator, ask yours or contact Smartr365 support.
For a walkthrough, see Setup and Sign In.
Still Not Receiving the Code?
Contact Smartr365 support and tell us:
Your name and email address
The phone number you expect the code to be sent to
Your mobile network
How long you have been having the problem
Our support team will use these details to look into the problem with you.
Related article: How do I login for the first time?