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I can't log in

Can't sign in to the web portal or mobile app.

Try first

  1. Double-check the URL. Production, staging, and development each have different URLs. Your Admin has the correct one.
  2. Caps lock. Passwords are case-sensitive.
  3. Username vs email. You can log in with either — try the other.
  4. Reset the password. Click Forgot password? on the login screen and wait for the email from noreply@sm-tm.app. Check your spam folder.

The reset email never arrives

  • Check spam / junk.
  • Check the email address your Admin has on your account. Ask them to confirm it's current.
  • If email is delayed (some corporate mail gateways buffer), wait up to 15 minutes.

"Invalid credentials" but the password is right

  • Your account may have been deactivated. Ask your Admin to check in Users.
  • You may be on the wrong URL — staging and production have separate user databases.
  • The account may have been locked by too many failed attempts — see Account locked below.

Account locked: "Too many failed attempts"

After 10 consecutive failed sign-in attempts, the platform locks the account for 2 hours as an anti-brute-force measure.

What you'll see:

Too many failed attempts. Try again in 2 hours, or reset your password.

What to do:

  • Wait it out — after 2 hours the lock releases automatically. No action needed.
  • Reset your password if you can — the reset flow (via Forgot password?) bypasses the lock. Set a new password and sign in with it.
  • Contact your Admin if the reset email isn't arriving and you can't wait 2 hours — the Admin can trigger a password reset on your behalf.

The lock applies per user account, not per device or IP — locking yourself out on the web portal also locks the mobile app for the same 2 hours.

Password managers help

Most lock-outs come from typo'ing a password ten times. Using a password manager (1Password, Bitwarden, built-in browser autofill) eliminates the problem entirely.

Mobile app: "Couldn't reach the server"

  • Confirm the API URL in Settings. If it's wrong, you need to re-pair. See Pairing and setup.
  • Check that your device has a network connection. Open a browser and load any page.
  • If you're on corporate Wi-Fi, the firewall may block the API URL. Switch to mobile data to test.

Still stuck

See Contact support.