Applies to
Troubleshooting: Email-based TOTP
If you’re experiencing difficulties receiving your time-based one-time passcode (TOTP) for login, consider following these best practices to troubleshoot and resolve the issue.
Who can use this?
Plans:
- Smartsheet
Email-based TOTP is currently not supported on the mobile app.
Check for email filters or rules
Sometimes, TOTP emails may mistakenly get flagged as spam.
- Always check your spam or junk folder besides your main inbox.
- Review your email account settings for any filters or rules that might automatically move or delete incoming emails from Smartsheet under system@system.smartsheet.com.
- If needed, adjust these settings to ensure that Smartsheet emails coming from system@system.smartsheet.com aren’t being blocked from your inbox.
Ensure your Smartsheet account is active
To be able to sign in to Smartsheet using TOTP, you must have previously set a password for your Smartsheet account and accepted the User Agreement policy. If you’re a new user, you’ll only get your TOTP after completing these steps.
Verify your email address
Ensure that the primary email address associated with your Smartsheet account is correct and up-to-date. A typo or an outdated email can prevent you from receiving your TOTP.
Ensure that your email inbox isn't full
A full inbox can prevent new emails from being received. Ensure you have enough space in your email account to receive new messages.
Wait a few minutes
Delays in email delivery sometimes occur because of network congestion or issues with email servers. Wait a few minutes for the email to arrive before attempting to resend the TOTP.
Resend the code
If you didn’t receive the TOTP after a few minutes, you can use the option to resend the TOTP from the login page. This can often resolve the issue by triggering a new email.
Use the most recent TOTP you've got
If you receive multiple TOTPs because of delays in email delivery, note that those codes don’t expire as soon as a new one is requested, following the 10-minute expiry. However, it's recommended to always use the latest one you’ve received.
Check security software on your device
Ensure that any security software on your device doesn’t block or interfere with Smartsheet email delivery.
Contact your IT department
In certain corporate environments, network restrictions might block or delay emails from external sources.
If you suspect this may be the case, check with your IT department. Also, ensure that Smartsheet emails under system@system.smartsheet.com aren’t being blocked within your company’s network.
Contact your email service provider
If you suspect that the issue lies with your email service (for example: delayed emails, filtering issues), contact your provider’s support team for guidance.
Contact Smartsheet Support
- If you still can’t receive the TOTP, you can contact Smartsheet through the support form for further assistance.
- Be ready to provide Smartsheet support with details of the steps you’ve already taken to expedite the troubleshooting process.
Why am I not seeing the email TOTP login option on the login screen?
- System Admins can activate or deactivate email-based TOTP for domains. If you don’t see the TOTP login option, it’s possible that the System Admin didn’t activate TOTP for your email domain.
- Your Smartsheet account may not be active yet. To be able to sign in to Smartsheet using TOTP, you must have previously set a password for your Smartsheet account and accepted the User Agreement policy. If you’re a new user, you’ll only get your TOTP after completing these steps.
Where do TOTP emails come from? What’s the subject line of those emails?
- TOTP emails come from the following email address: system@system.smartsheet.com.
- The subject line of those emails is: "Verification code [your_TOTP_code]"
How does the email-based TOTP login method change other currently active single sign-on login options, such as Google, Microsoft, or Apple?
Email-based TOTP doesn’t change any existing SSO logins; this is just an additional login option.
How long does an TOTP login last? Will I be good for the day or will I need to log in again every time I close Smartsheet and relaunch?
There’s no change to current session validation duration. Smartsheet login session validity doesn’t vary by login method.
Why haven’t I received my one-time passcode and can’t log in?
- Sometimes, TOTP emails may mistakenly get flagged as spam. Always check your spam or junk folder besides your main inbox.
- If you select Resend code but notice that the first TOTP email arrives simultaneously with the second one you’ve just requested, use the TOTP from the most recent message.
- You may experience network congestion or issues with email servers. Wait a few minutes for the email to arrive before attempting to resend the TOTP.
- In some corporate environments, network restrictions might block or delay emails from external sources. Check with their IT department if you suspect this might be the case and ensure that your company’s network doesn’t block Smartsheet emails.
- If you didn’t receive the TOTP after a few minutes, you can select Resend code from the login page. This can often resolve the issue by triggering a new email.
Why do I have to wait for 10 minutes to use the email TOTP login method?
You have three attempts to enter your TOTP correctly. If you incorrectly enter the code three consecutive times, you must wait 10 minutes to request a new TOTP.
Can I still use my password to log in?
Yes, you can use either your password or the TOTP for login.
How does email-based TOTP affect API login tokens?
Email-based TOTP doesn’t have any influence on API login tokens.