Below is a list of common questions asked by Committee Members/Owners as they start to use SMATA. This includes basic troubleshooting for activation and log in issues.
- What is SMATA?
- Why do I need to activate my profile?
- How do I activate my profile?
- What should I do if the invitation link sent to my email is not working?
What is SMATA?
SMATA is an online platform that is replacing your existing online portal. The wide range of features allows you to manage all aspects of your building seamlessly in one place. You can manage maintenance requests from start to finish including approval of quotes through to payment of invoices, choosing from a selection of the industry's best Service Providers. You can also view all of your building's important documents and communicate with other stakeholders.
Why do I need to activate my profile?
When Committee Members and Owners activate their profile in SMATA, they will be able to see important documents and see a list of past and upcoming jobs for their building. Additionally, for nominated invoice approvers, you must have an account to approve invoices for payment as this is replacing the current approval system.
How do I activate my profile?
SMATA reaches out to Committee Members and Owners via an invitation email. In this email, a profile activation link is provided. You simply need to click the ACTIVATE YOUR PROFILE button and follow the instructions.
What should I do if the invitation link sent to my email is not working?
It is likely that the invitation link has expired. The Committee Member or Owner should reach out to their Strata Manager or the designated support team to send a new invitation.
There's also a chance that the user already has a SMATA account using a different email address if they are a Strata Member for more than one plan. They have to be logged out of their other account before they can activate the new account.
What should I do if I can't find my invitation?
If the Committee Member or owner cannot find their invitation, it may be in their Spam or Junk folders. If they still can't find it, it may have been sent to an incorrect email address. The Strata Manager should confirm the correct email address and request the designated support team to resend the invitation to this email.
I can’t access the SMATA website. What should I do?
The preferred browsers in order to seamlessly access the SMATA website are Google Chrome and Mozilla Firefox. It is recommended to use the most up-to-date version of your preferred browser.
The Committee Member or Owner should reach out to their Strata Manager or the designated support team for further assistance.
My computer is taking a long time to load the SMATA web page.
A basic troubleshooting step for this technical issue is to clear the browser's cache and cookies. Below are some guide steps on how to perform this action depending on the type of browser.
What should I do if my password is not letting me in?
To reset your password, you need to go to my.smata.com and click on the ‘Forgot Password?’ link. An email will be sent to you right away. On the email, find the ‘Update Your Password’ link to activate a new password.
What is the building page?
The building page is a central hub where you will find up-to-date information about your building such as a directory of building contacts, building rules, items to action (for nominated approvers), recent work history, popular documents, upcoming work, and a noticeboard. For more details about navigating the Building Profile, click HERE
I am an invoice approver, how do I see the invoices that I need to review and approve?
When an invoice is ready for you to approve, you will be notified via email and SMATA notifications. At the same time, you can go to the ‘Items to Action’ section of the Building Profile. For more details about the invoice approval process, click HERE
I want to request a work/quote, what should I do?
Committee Members and Owners are able to request works to be undertaken in their building. To do this they will need to submit an online request form. This can be found by clicking the 'Create Work Request' Button on the Building Profile. Please follow the guide steps HERE
Alternatively, if they are not logged in to a SMATA account, they can create a job request externally by going to my.smata.com and clicking on the ‘Submit Work Request’ button which is found on the upper, right corner of the web page.
Can I view the documents related to my building?
SMATA's Document Management System (DSM) allows Committee Members to view documents relating to their building. To access the DMS, click the Document icon from the toolbar at the top of the screen. For more details about the DMS in SMATA, please click HERE
Why am I getting all these emails or notifications?
Committee Members and Owners can choose to receive or not receive specific notifications by going to the small circle (with your initials or display photo), clicking the drop-down arrow, going to Settings, and Email Notification Settings. You will then see a list of notification categories that you can choose whether to receive or not, the method in which they are delivered, and the frequency of how often they are delivered.
Is there a chat/messaging feature on SMATA?
Committee Members and Owners are able to send messages to Strata Managers, Building Managers, and other Committee Members and Owners. They can do this in three ways: using the ‘Send Message’ feature in the Building Directory, using the 'Message Stakeholders' button from the view of a document or invoice, or by going to the 'Messages' tab and using the green '+' button to start a new chat.
On the Building Profile, click on ‘View Directory’ and click the ‘Send Message’ option. If a contact does not have this under their name, it means they either do not have an active SMATA account, or they have requested to not be contactable.
From the Document Management System, once a document is opened there will be a ‘Message Stakeholders’ option on the bottom, left part corner of the page. Clicking this option will link the specific file into the message.
Click on the 'Messages' icon from the toolbar at the top of the screen to view all existing chats. Click the green '+' button to start a new chat and complete the required fields - Strata Plan number, subject, message content. Click 'Get Started'.
I don’t want to use SMATA.
Committee Members and Owners can reach out to the relevant Strata Manager if they do not want to use SMATA.
If I need assistance or have questions/concerns, is there someone from SMATA that can help me?
The SMATA Support Team is online Mondays to Fridays from 9:00 AM to 6:00 PM. You can reach out via the below ways:
Live Chat from the website. The Chat bubble is located on the bottom left of the screen when logged in to the portal.
'Submit a Request' from the Help Centre. Click on the Help icon from the toolbar to access the Help Centre.
Phone: 0488 839 500