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Overview

Having trouble signing in to Smartbills? This guide covers the most common login issues and step-by-step solutions. If you cannot resolve your issue using the steps below, contact our support team for assistance.

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Common Issues and Solutions

Symptoms: You see an “Invalid email or password” error message.Solutions:
  1. Check Caps Lock: passwords are case-sensitive. Ensure Caps Lock is not enabled
  2. Check for extra spaces: remove any spaces before or after your email or password
  3. Try typing the password in a text editor first: paste it into the password field to verify it is correct
  4. Check for the correct account: if you have multiple accounts, ensure you are using the right email address
Still not working? Reset your password using the Forgot Password link on the login page.
Symptoms: You see an “Account temporarily locked” message after multiple failed login attempts.Why it happens: After 5 consecutive failed login attempts, your account is temporarily locked for security purposes.Solutions:
  1. Wait 15 minutes: your account will automatically unlock after the lockout period
  2. Reset your password: use the Forgot Password flow to immediately regain access
  3. Contact support: if you need urgent access, email [email protected] with your account email
Prevent future lockouts:
  • Use a password manager to store your credentials
  • Enable biometric login on mobile devices
  • Enable two-factor authentication for added security
Symptoms: You click “Sign in with SSO” but receive an error or are redirected back to the login page.Solutions:
  1. Verify with your IT administrator: confirm that SSO is configured for your company domain and that your account has been provisioned
  2. Check your company email domain: enter only the domain portion (e.g., yourcompany.com), not your full email
  3. Clear browser cookies and cache: stale session data can interfere with SSO redirects
  4. Try an incognito/private window: this eliminates potential conflicts with browser extensions or cached data
  5. Check your company identity provider: ensure your account is active in your organization’s identity provider (Okta, Azure AD, Google Workspace, etc.)
  6. Disable VPN temporarily: some VPN configurations block SSO callbacks
SSO is available on Business and Enterprise plans. If your company recently set up SSO, you may need a new invitation from your administrator.
Symptoms: The login page does not load correctly, the sign-in button does not respond, or you see a blank page.Solutions:
  1. Clear browser cache and cookies
    • Chrome: Settings > Privacy > Clear Browsing Data
    • Firefox: Settings > Privacy > Clear Data
    • Safari: Preferences > Privacy > Manage Website Data
    • Edge: Settings > Privacy > Clear Browsing Data
  2. Try incognito/private mode: this rules out browser extensions or cached data as the cause
  3. Disable browser extensions: ad blockers, privacy extensions, or VPN extensions can interfere with the login process
  4. Update your browser: Smartbills supports the latest two versions of Chrome, Firefox, Safari, and Edge
  5. Try a different browser: if the issue persists, try signing in with a different browser
  6. Check JavaScript: ensure JavaScript is enabled in your browser settings
Symptoms: You cannot complete the 2FA verification step after entering your password.Solutions:Can’t access your authenticator app:
  1. Click Use a backup code on the 2FA verification screen
  2. Enter one of the backup codes you saved when setting up 2FA
  3. After signing in, reconfigure your authenticator app in Settings > Security
Backup codes lost or used:
  1. Click I can’t access my authenticator on the 2FA screen
  2. Verify your identity via email
  3. Follow the prompts to temporarily disable 2FA and regain access
  4. Re-enable 2FA with your new device or app
SMS code not arriving:
  1. Verify your phone number in security settings
  2. Check cellular signal strength
  3. Click Resend Code and wait up to 2 minutes
  4. Check if your carrier blocks short-code SMS messages
Code keeps being rejected:
  1. Ensure your device clock is accurate and set to sync automatically
  2. Wait for the next code (codes refresh every 30 seconds)
  3. Verify you are entering the code for your Smartbills account, not another service
See: Two-Factor Authentication
Symptoms: You see a “Please verify your email address” message when trying to sign in.Solutions:
  1. Check your email inbox for a verification email from Smartbills ([email protected])
  2. Check your spam or junk folder
  3. Click the verification link in the email
  4. If the link has expired (after 24 hours), click Resend Verification Email on the login page
  5. Add [email protected] to your contacts to prevent future filtering
Symptoms: You see a “No account found with this email” error.Solutions:
  1. Try alternative email addresses: you may have registered with a different email
  2. Check for typos: verify the email address is spelled correctly
  3. Check if you used SSO: if your company uses SSO, use the SSO login flow instead
  4. Create a new account: you may not have registered yet. Create an account
  5. Contact support: if you are certain you had an account, email [email protected]

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Mobile App Login Issues

Solutions:
  1. Update the app: install the latest version from the App Store (iOS) or Google Play (Android)
  2. Check internet connection: ensure WiFi or cellular data is working
  3. Force close and reopen: close the app completely and relaunch it
  4. Clear app cache (Android only):
    • Go to device Settings > Apps > Smartbills > Storage > Clear Cache
  5. Reinstall the app: delete and reinstall Smartbills (your data is safe in the cloud)
  6. Verify credentials on web: try signing in at app.smartbills.io to confirm your password works
Face ID / Touch ID (iOS):
  1. Ensure Face ID or Touch ID is enabled in device Settings > Smartbills
  2. Verify biometric data is enrolled on your device
  3. Try signing in with email/password, then re-enable biometrics in Menu > Security
Fingerprint (Android):
  1. Ensure fingerprint is enrolled in your device settings
  2. Clear the app cache
  3. Sign in with email/password, then re-enable fingerprint in Menu > Security
Mobile sessions expire after extended periods of inactivity (90 days by default, 180 days with biometrics enabled).Solution: Simply sign in again with your email and password or SSO.

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Quick Fixes Checklist

Before contacting support, try these common solutions:
1

Check your internet connection

Ensure you have a stable WiFi or cellular data connection.
2

Verify your credentials

Double-check your email address and password. Try resetting your password if uncertain.
3

Clear browser cache and cookies

Remove cached data that could interfere with the login process.
4

Try incognito / private browsing

Rule out browser extensions or cached sessions as the cause.
5

Update your browser or app

Ensure you are using the latest version of your browser or the Smartbills mobile app.
6

Try a different device

If possible, try signing in from a different device to isolate the issue.

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Still Having Issues?

If you have tried the solutions above and still cannot sign in, contact our support team:
  • Email: [email protected]
  • Live Chat: Available in the app (bottom right corner)
  • Include the following in your support request:
    • Your registered email address
    • The device, browser, or app version you are using
    • A screenshot of any error message
    • Steps you have already tried

Reset Password

Recover access by resetting your password

Two-Factor Auth

Manage your 2FA settings

Create Account

Set up a new Smartbills account

Login Guide

Full login instructions