Strata Managers may encounter an issue while they are signing up for the Portal.
Some common issues are summarised below along with suggested methods for troubleshooting.
Common Issues
1. The invitation token provided is not valid!
It's likely that the invitation link is expired. Strata Managers should reach out to the Support Team to request a new invitation.
2. You have a pending invitation.
This error message may display even if a Strata Manager already created a User Profile and has valid credentials to sign in to the Portal.
This can happen when the account was activated but the user was not able to complete the setup.
To resolve the issue, reach out to the Support Team to send an email with a 'Reset Password' link.
3. I tried the invitation link, but it isn't working.
The link may have expired or the account for the Strata Manager may already be active.
If multiple invitations were sent, look for the most recent email and try the invitation link. If this is still not working, please contact our Support Team. They will need a valid email address to send a new invitation link.
4. I tried to register but it says my email address is linked to another account.
The Strata Manager may already have created a User Profile. Contact the Support Team to check if there are other profiles associated with the email address.
5. I tried to sign up but I'm getting the 500 error message.
This is typically resolved by clicking 'Refresh'. If the error message still appears, please contact the Support Team.
6. I'm not receiving the invitation link.
It's likely that the email went to the Junk or Spam folder. Strata Managers should check their Junk or Spam folder to look for the email.
Emails from SMATA may be mistakenly blocked and marked as spam. If this is the case, please contact the Support Team to verify whether an email provider is blocking SMATA emails. After this has been verified, a Service Provider may need to contact the email provider to update this setting.
7. I can't get past the Create Password page.
It's likely that the password contains a special character. The Portal only accepts numbers and letters (at least one letter must be uppercase).
If the error is not resolved by updating the password without any special characters, please contact the Support Team.
8. The password is incorrect.
If there's an error message stating that the password is incorrect, try to recall the correct password. Enter several best guesses.
If none of these attempts are successful, reset your password.
Resetting a Password
1. Go to my.smata.com
2. Click the 'Forgot password?' link
3. Enter an Email
4. Click 'Reset Password'
5. An email will be sent to the email address provided
6. Open the email and click the 'Update Password Now' link
Note: Password must contain uppercase letters, lowercase letters and numbers
7. Set a Password for the account
8. Sign in with Email and New Password
When the password has been reset, Strata Managers should be able to complete the
Sign In Process.
9. The email address is incorrect.
Make sure that the email used during Sign In is the one linked to the account and not a different email address. Strata Managers should contact support@smata.com if they're unsure of which email is linked to their Portal account.
10. You may not have an account.
Strata Managers that want to create a Portal account, but have not been invited to do so by their organisation, should reach out to the point of contact within their organisation to
get started.
Support Team is online Mondays to Fridays from 9:00 AM to 5:00 PM AEST.
Email: support@smata.com
Phone: 0488 839 500
Chat: Click the Support Icon on the website
Strata Managers should contact us with any further questions regarding this process.
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