Locked out of my Smartly site
If you are locked out of your Smartly site, it can be any of the following reasons:
- Incorrect password entered too many times.
- Unable to complete multi-factor authentication (MFA).
- Have outstanding invoice(s) that need to be paid.
If none of the above applies, please contact our Helpdesk on 0800 10 10 38.
Incorrect password entered too many times
If you have forgotten your password, you can reset it by:
Go to Smartly on your computer or laptop.
1. Click on Forgot password in the login screen.
2. Enter your username and choose if you want to send a code to your email or send a code to your mobile.
3. Enter the access code that was sent to your email or phone.
Note: Your Smartly site password should have at least one capital letter, one lower case letter, one number and a maximum of ten characters.
Unable to complete multi-factor authentication (MFA)
If you had entered both your email address and your mobile number when you first completed the multi-factor authentication (MFA) wizard, you could send the access code to your email or mobile as required.
If you had only entered your email address as your MFA default option then you would need to complete the MFA once you have access to that email address and can retrieve the access code. Once you have logged in, you can add your mobile number in by editing your profile. Refer to our Multi factor authentication (MFA) article for steps on how to do so.
If you have been sharing a login with another user and now cannot get into your site because you do not have access to the registered email address and/or mobile, please ask your main administrator of the site to give you an individual login. They can follow the steps on how to do so in our Payroll users article.
Have outstanding invoice(s) that need to be paid
Monthly invoices are sent out by our database on the second working day of the month. A monthly invoice will list your previous month's transactions for which you owe Smartly payment. Eg. On 2 March, you will receive a monthly invoice for February. This invoice will include your monthly subscription fee, and if applicable, lines of pay and employees' monthly fee.
Statements are sent out on the third working day of the month. A statement will list all the transactions that have occurred in the past three months, and outline any outstanding balance to be paid. Eg. On 3 March, you will receive a statement that lists the transactions occurred between 1 December last year to 3 March this year.
Monthly invoices and statements are sent to the same billing email address you have listed with us. If you have not received any invoices and/or statements, please contact our Helpdesk team to update your billing email address.
If you have opted for direct debit of fees with us, but have changed your bank account, please contact our Helpdesk team and we will send you a form to update the bank account.
If your Smartly site has been locked due to unpaid invoice(s), we are unable to unlock it for you until you have paid your outstanding amount, or have contacted our Helpdesk to arrange a payment plan.