> ## Documentation Index
> Fetch the complete documentation index at: https://docs.smartbills.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Login Problems

> Troubleshoot common issues when signing in to your Smartbills account on web and mobile

## 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.

## Common Issues and Solutions

<AccordionGroup>
  <Accordion title="Incorrect password" icon="key">
    **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](/help-center/account/reset-password) link on the login page.
  </Accordion>

  <Accordion title="Account locked" icon="lock">
    **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](/help-center/account/reset-password) flow to immediately regain access
    3. **Contact support**: if you need urgent access, email [support@smartbills.io](mailto:support@smartbills.io) 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](/help-center/account/two-factor-auth) for added security
  </Accordion>

  <Accordion title="SSO not working" icon="building">
    **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

    <Note>
      SSO is available on **Business** and **Enterprise** plans. If your company recently set up SSO, you may need a new invitation from your administrator.
    </Note>
  </Accordion>

  <Accordion title="Browser issues" icon="browser">
    **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
  </Accordion>

  <Accordion title="Two-factor authentication issues" icon="shield">
    **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](/help-center/account/two-factor-auth)
  </Accordion>

  <Accordion title="'Email not verified' error" icon="envelope">
    **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 (`noreply@smartbills.io`)
    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 `noreply@smartbills.io` to your contacts to prevent future filtering
  </Accordion>

  <Accordion title="'Account not found' error" icon="user-slash">
    **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](/help-center/account/create-account)
    5. **Contact support**: if you are certain you had an account, email [support@smartbills.io](mailto:support@smartbills.io)
  </Accordion>
</AccordionGroup>

## Mobile App Login Issues

<AccordionGroup>
  <Accordion title="App won't let me sign in" icon="mobile">
    **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](https://app.smartbills.io) to confirm your password works
  </Accordion>

  <Accordion title="Biometric login not working" icon="fingerprint">
    **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**
  </Accordion>

  <Accordion title="'Session expired' error" icon="clock">
    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.
  </Accordion>
</AccordionGroup>

## Quick Fixes Checklist

Before contacting support, try these common solutions:

<Steps>
  <Step title="Check your internet connection">
    Ensure you have a stable WiFi or cellular data connection.
  </Step>

  <Step title="Verify your credentials">
    Double-check your email address and password. Try resetting your password if uncertain.
  </Step>

  <Step title="Clear browser cache and cookies">
    Remove cached data that could interfere with the login process.
  </Step>

  <Step title="Try incognito / private browsing">
    Rule out browser extensions or cached sessions as the cause.
  </Step>

  <Step title="Update your browser or app">
    Ensure you are using the latest version of your browser or the Smartbills mobile app.
  </Step>

  <Step title="Try a different device">
    If possible, try signing in from a different device to isolate the issue.
  </Step>
</Steps>

## Still Having Issues?

If you have tried the solutions above and still cannot sign in, contact our support team:

* **Email**: [support@smartbills.io](mailto:support@smartbills.io)
* **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

<CardGroup cols={2}>
  <Card title="Reset Password" icon="key" href="/help-center/account/reset-password">
    Recover access by resetting your password
  </Card>

  <Card title="Two-Factor Auth" icon="shield-halved" href="/help-center/account/two-factor-auth">
    Manage your 2FA settings
  </Card>

  <Card title="Create Account" icon="user-plus" href="/help-center/account/create-account">
    Set up a new Smartbills account
  </Card>

  <Card title="Login Guide" icon="right-to-bracket" href="/help-center/account/login">
    Full login instructions
  </Card>
</CardGroup>