Login & Security Troubleshooting

Fix common login and security problems: password reset emails not arriving, 2FA issues, being unable to log in to the BackOffice, and login problems after an app update.

Login & Security Troubleshooting

Use this section when you cannot log in, do not receive login emails, or have a problem with two-factor authentication (2FA).

Start here first: many login problems are fixed by clearing your browser or updating the app. Check Troubleshooting checklist: start here before anything else.

Who is this for?

These problems affect two different groups. Find the one that matches you:

• Customer Portal users (your customers logging into the portal):

  • I never receive the password reset email
• BackOffice employees and admins (your own team):

  • I see a message that my company or administration is not active
  • I keep getting asked for my 2FA code every time
  • I lost my phone and cannot access my 2FA codes
  • I cannot log in to the BackOffice and nothing works
• OutSmart NEXT app users:

  • I cannot log in after a recent app update

Company or administration is not active

Messages stating that a company or administration is not active concern company-level access.

The exact wording can vary.

It does not concern an employee username, password, 2FA, or Active field.

Setting an employee's Active field does not reactivate a company or administration.

1. Ask another authorized administrator to sign in, if possible.
2. In the BackOffice, open the user profile menu.
3. Open License Manager. Review the current subscription-related invoices and contract.

License Manager is where you review subscription, invoice, and contract information.

Contact OutSmart Customer Success at [e-mail] if the information suggests a renewal, payment, or account-status problem. Contact them if no administrator can sign in.

Ask support to check and restore the company or administration status. No documented self-service control reactivates it.

Include the following in your request:

• OutSmart Company ID
• the exact error text
• the affected user's email address
• whether it occurs in the BackOffice, mobile app, or both

Include a screenshot when you can share it safely.

For employee-level access, see Buy licenses and activate an employee.

Related topics

• Troubleshooting checklist: start here
• Set a username and password
• Enable SSO for an employee
• License Manager
• Buy licenses and activate an employee