Overview
Smartr365 connects to Mortgage Brain (Sourcing Brain) using the credentials you have saved in your account settings. If those credentials are incorrect, expired, or have not been entered yet, you will see the error: "Unable to connect to Mortgage Brain, check credentials". This article explains how to enter or update your credentials and what to do if the error persists.
Where to Enter Your Mortgage Brain Credentials
Log in to Smartr365.
Click your name or profile avatar in the top-right corner.
Select Settings.
Navigate to the Sourcing section (sometimes labelled Mortgage Brain or Integrations).
Enter your Mortgage Brain username and password.
Click Save.
Return to the sourcing tool and attempt to connect again.
Common Reasons for the 'Unable to Connect' Error
Credentials not yet saved — first-time setup; credentials have never been entered in Smartr365.
Password changed on the Mortgage Brain side — if you have recently updated your Mortgage Brain password, the saved credentials in Smartr365 will no longer match.
Expired credentials (90-day rotation policy) — Mortgage Brain credentials expire after 90 days. You must reset your password directly in Mortgage Brain / Sourcing Brain, then re-enter the updated credentials in Smartr365.
Incorrect username — the username field is case-sensitive on some firm configurations; double-check for typos.
Resetting an Expired or Forgotten Mortgage Brain Password
If your Mortgage Brain credentials have expired or you have forgotten your password:
Openwork advisers: Contact the Openwork IT team to reset your Sourcing Brain credentials. Credentials expire after 90 days and must be reset via Openwork IT.
Non-Openwork advisers: Visit the Mortgage Brain / Sourcing Brain portal directly to reset your password. Once reset, return to Smartr365 Settings and update the saved credentials.
After resetting, re-enter the new credentials in Smartr365 (see steps above) and attempt to connect again.
If the Error Persists After Re-Entering Correct Credentials
Log in to Mortgage Brain / Sourcing Brain directly (outside of Smartr365) to confirm the credentials work there.
If login to Mortgage Brain itself fails, the issue is with your Mortgage Brain account — contact Mortgage Brain support or your network IT team.
If login to Mortgage Brain succeeds but Smartr365 still shows the error, contact Smartr365 support and provide:
Your firm name and the URL you use to access Smartr365.
Your Mortgage Brain username (do not send your password).
The exact error text shown on screen.
Confirmation that you successfully logged in to Mortgage Brain directly.