Common Issues With Sign Up and Profile Activation

1. “The invitation token provided is not valid!”

This typically means the invitation link has expired.
Action: Contact your Strata Manager to request a new invitation.

2. “You have a pending invitation.”

This error can appear even if a profile has already been created.
Action: Contact the Support Team and request a Reset Password email.

3. Invitation link not working

The link may be expired or the associated email may already be active.
Action:

• If multiple invitations were sent, look for the most recent email and try the invitation link.
• If it still doesn’t work, contact the Support Team.

4. “ABN or email address is linked to another account.”

This suggests the user may already have an active profile.
Action: Contact the Support Team to verify if another account exists under the same ABN or email.

5. 500 error when signing up

This is usually resolved by refreshing the page.
Action:

• Click Refresh.
• If the error persists, contact the Support Team.

6. Not receiving the invitation email

The email may have landed in the Junk or Spam folder.
Action:

• Check Junk or Spam folders. 
• If still missing, contact the Support Team. 
• If confirmed, you may need to contact your email provider to update spam settings. Emails may be marked as spam by your provider.

7. Can’t get past the “Create Password” page

Your password may contain unsupported characters.
Action:

• Use only letters and numbers (at least one uppercase letter required).
• If the issue persists, contact the Support Team.

8. Password is incorrect

Action:

• Try to recall the correct password. Enter several best guesses.
• If unsuccessful, follow the steps below to reset your password.

Resetting a Password

1. Go to my.smata.com

2. Click Restore password

3. Enter your email address

4. Click Send

5. Check your email and click the Update Password Now link

6. Create a new password that includes:

• Uppercase letters
• Lowercase letters
• Numbers

7. Sign in with your updated credentials

9. Incorrect email address used during sign-in

Ensure the email entered is the one linked to your Portal account.
Action: If unsure, contact support@smata.com or your strata manager for confirmation.

10. No existing account

If you haven’t received an invitation from your organisation, you won’t be able to create an account.
Action: Please reach out to your strata manager to request an invitation.

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