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.
I'm a Global Administrator on my system, and am unable to change the role of one of my users (who is not a global admin) - the checkbox for the role I want to add is greyed out.
The roles available for selection within the [Edit Roles and Access] tool, accessible from a User Profile, are contingent upon the user's classification as either internal or external. Internal roles will appear grayed out and will be unavailable for selection if the user is designated as an External Contact. To assign any internal roles, the user must first be reclassified as an Internal Contact. To facilitate the transition between Internal and External Contact statuses, a custom button may be added to the User Profile to enable this functionality. If this button is not currently available in your environment, you can add it by creating a new User Profile Custom Field of the type "Display - Text and Variables," containing the following [Content]. Please ensure that this new field is configured to be visible exclusively to users with System Administrator roles:
@system.library.Change Contact to Internal or External@