FAQ: Other topics

How can I disable Two-Factor Authentication (2FA) when logging into the Smartico Back-Office?

For security reasons, we are enforcing "Two-phase authentication" to all accounts. This is done as an additional level of protection for your account and related data.

Disabling Two-Factor Authentication is not permitted. If you have lost access to your authenticator app or switched mobile devices, you can reset your 2FA using the "Forgot 2FA code?" option on the login page or ask an administrator on your account to send a new 2FA QR code from the Back-Office Users section.

How do I reset my Two-Factor Authentication (2FA) if I switched devices or lost my authenticator app?

If you cannot access your 6-digit authenticator code:

1. Self-service reset from the login page: On the Smartico login screen, enter your username and password, then click Forgot 2FA code?. Enter your registered work email address, and the system will email you a QR code to set up your authenticator app.

2. Administrator reset: A Back-Office administrator with user management permissions can open your profile under BO Users, click Edit, and select Send 2FA QR code to dispatch a setup email directly to your registered inbox.

Why is my 2FA code rejected even though I entered the current 6-digit code?

If the login screen displays an "Invalid authenticator code" error:

• Check device clock synchronization: The authentication system requires exact time synchronization. Ensure your mobile phone's date and time settings are set to Automatic / Network-provided time. Authenticator apps such as Google Authenticator and Authy rely on precise device time to generate valid codes.

• Avoid multiple reset requests: Requesting a 2FA reset multiple times generates a new secret each time, invalidating previous QR codes. Always scan the QR code from the most recent email and delete any older accounts from your authenticator app.

Why is my account temporarily blocked or locked out?

To protect against brute-force attacks, the Smartico system temporarily locks an account after multiple consecutive failed login attempts (such as incorrect passwords or wrong 2FA codes).

• The lockout is automatic and lasts approximately 30 minutes.

• This security lockout cannot be manually cleared earlier by support or administrators.

• Once the lockout window expires, you can attempt to log in again or use the Forgot your password? and Forgot 2FA code? links on the login screen to reset your credentials.

Can I log into the Back-Office using Single Sign-On (SSO)?

Yes, Smartico supports Single Sign-On (SSO) via Google and Microsoft workspace accounts for corporate domains configured by your organization. For detailed instructions on setting up and managing permissions, see the Back Office permissions and SSO guide.