This article explains what to do if you have changed your mobile phone and can no longer generate valid codes in the Microsoft Authenticator app to log in to Smartr365.
Overview
Smartr365 uses multi-factor authentication (MFA) via the Microsoft Authenticator app. The authenticator is linked to your specific device. When you switch to a new phone, the Authenticator app on the new device will not have the Smartr365 account registered, so it cannot generate valid login codes. You will need Smartr365 Support to reset your MFA enrolment so you can register the app on your new device.
Step-by-Step
Contact Smartr365 Support and let them know you have a new phone and need your authenticator app re-enrolled. Provide your name, firm name, and the email address you use to log in to Smartr365.
Wait for confirmation. Support will reset your MFA device enrolment. Once done, you can proceed to register your new device.
Go to your firm's Smartr365 login page (e.g. yourfirm.app.smartr365.com) and enter your email and password.
Scan the QR code. A QR code will appear on screen. Open the Microsoft Authenticator app on your new phone and scan the QR code.
Complete registration. After scanning, an account named Smartr365Prod will appear in your Authenticator app. Follow the on-screen instructions and enter the code shown to complete login.
Remove the old Smartr365Prod entry from the Authenticator app on your previous phone if you still have access to it.
Common Issues
No QR code appears after entering your credentials: Contact support to confirm the MFA reset has been completed for your account before trying again.
Codes from the new phone are not accepted: Ensure you scanned the QR code during the same login session — codes expire quickly. If the issue continues, contact support.
You cannot remember your Smartr365 password: Use the password reset option on the login page before contacting support about MFA.