If you or another user are having trouble logging into PracSuite, please confirm the following:
1) Is the email address you are entering correct?
The email address you enter into PracSuite must be the one registered to your account.
2) Is your password correct?
If you are unsure, it may be best to follow the Reset Password procedure and reset your password. If you are relying on a saved password, such as in your browser, please note this may no longer be accurate. We recommend you re-type your password manually just in case.
If you cannot answer the security questions to reset your password, please contact a System Administrator at your business for assistance. This is typically the business owner or Practice Manager, who can follow these steps to reset your password.
If you are a System Administrator assisting another user with login issues, please contact us from your own logged-in account for further help.
If you are a System Administrator who cannot log in to your own account, you should first reach out to any other System Administrator at your business for assistance. Smartsoft can only provide support in this situation if you are the business owner and the sole System Administrator on the account.
3) Is the time on your devices accurate?
Your 2FA code is time-sensitive. This means that your mobile and computer must have the correct time and cannot be a few minutes slow or fast.
4) Are you entering the correct 2FA code from your device?
In the Authenticator app on your phone, ensure you are entering the code for your PracSuite account, which should have your PracSuite email address listed alongside the 2FA code.
5) Still having trouble? Reset your Two-Factor Authentication (2FA)
By this step you have confirmed your using the correct login details and tried resetting your password. If you are still unable to login, it could be because your 2FA code is incorrect or no longer valid.
Please contact your System Administrator and have them follow these steps to reset your two-factor authentication.
To notify your System Administrator and request assistance, please click the Request Login Assistance button from the login screen:
This will send an email to the System Administrator of your organisation with further instructions. At this stage you may wish to call them separately to expedite the process.