I am unable to login or access my Portal page
Ensure you are accessing the correct website address (URL) for your target instance - for example a common URL would look like: orgName.smartsimple.com.
The [Forgot Password] link may be used to regenerate your login password - please check your inbox SPAM folder if are not receiving your Forgot Password email response.
Unable to register my Organization for access
From the hosting Organization's registration page please ensure you are spelling your Organization Name correctly - you may also try searching by your Organization's EIN number. If you are still unable to find your Organization within the search results, please contact the host Organization via email including a PDF copy of your Organization's tax determination status, requesting a new Organization Profile.
I have been unable to log on to my SmartSimple account this morning. I initially got an incorrect email or password message, so I clicked "forgot password" and entered my email address, however, I never received a password reset email.
Please ensure you are using the correct website address to access your SmartSimple instance. For example the URL of https://smart.smartsimple.com points to our internal SmartSimple Support Portal - whereas https://OrganizationName.SmartSimple.com generally references a correct instance URL (where OrganizationName would match the name of the hosting organization).
One of our external users is unable to open/access a PDF document, receiving a "You do not have permission to access this page or feature" message.
Please ensure the [Allow Public Access to Files] toggle is set to the 'On' position within the problematic PDF link.
1) System Administration (gear icon menu) >> Global Settings >> Custom Fields
2) [Edit] the custom field that houses your PDF file
3) Click the Permissions & Availability tab at the top
4) Enable the [Allow Public Access to Files] option
One of our users is not receiving their MFA code when attempting to login - how can we resolve this?
In the event that only a single, or select-few folks are not receiving MFA validation codes then this would likely indicate these emails are being blocked on the user-end. We advise contacting the end-users' local IT team to ensure these emails are not being blocked.