Support Resources
The Support Resources section provides users with guidance for addressing common issues, accessing help, and understanding key terminology used across the SmartTA platform.
Frequently Asked Questions (FAQs)
Login & Access
Q1. I am unable to log in. What should I do? Verify that you are entering the correct registered email ID and password. If the issue persists, try resetting your password using the Forgot Password option.
Q2. I did not receive the activation or reset password email. Check your Spam/Junk folders. If not found, verify with your administrator that the email address was registered correctly.
Q3. Why am I asked to enter a code after my password? SmartTA uses Multi-Factor Authentication (MFA) for secure login. The code is generated from your configured MFA app (Google Authenticator or FreeOTP).
Q4. Do passwords expire? Yes, SmartTA enforces a 90-day password expiry policy. You will receive a prompt to update your password before it expires.
Q5. I changed my phone — how do I set up MFA again? Contact your enterprise administrator. They can reset your MFA settings from the User Management module.
Account & Permissions
Q6. Who can create or edit users in SmartTA? Only users with Full Access can create or modify user accounts.
Q7. I can view templates and campaigns but cannot edit them — why? Your user role may have Partial Access. Contact your administrator to request additional permissions.
Q8. Can I change the email ID used for login? No. The Email ID is the unique login credential and cannot be modified once the user account is created.
Groups & Tags
Q9. How many groups can I create? There is no limit on the number of groups. However, upload file size and manual entry limits apply.
Q10. What is the maximum number of tags I can create? A maximum of 100 tags can be created for your enterprise account.
Q11. Can I edit a group that is being used in a campaign? Depending on the campaign status, some restrictions may apply. For active campaigns, group members cannot be edited.
Troubleshooting Guide
Login Issues
- Clear your browser cache and cookies
- Ensure your browser meets minimum compatibility requirements
- Verify your password and MFA code
- Restart your MFA app if the code fails
- Request a new reset link if your old link expired
Password Reset Issues
- Ensure you enter your registered email ID
- Check Spam/Junk folders for reset email
- Use the reset link within its validity period
- Create a password that meets the security policy
User Access Issues
- If you cannot see a module or feature, consult your administrator
- Confirm your Access Type (Full or Partial)
- Review Permissions configured for your profile
Group Creation Errors
- Ensure your file follows the required format
- The first columns must be Country Code and MSISDN
- File size must not exceed 20 MB
- Ensure headers match variable names
Glossary
| Term | Definition |
|---|---|
| App ID | A unique identifier for a messaging sender profile (WhatsApp or RCS) |
| MSISDN | Mobile Station International Subscriber Directory Number — the standardized mobile phone number format |
| MFA | Multi-Factor Authentication — requires both a password and a time-based code |
| Full Access | A user role with complete access to all modules and administrative features |
| Partial Access | A user role with limited permissions based on assigned modules |
| Group | A reusable audience segment containing a list of contacts for campaigns |
| Tag | A label used to categorize templates and campaigns |
| Template | A predefined message format for business communication |
| Campaign | A messaging activity to send templates to a selected audience |
| CSV | Comma Separated Values — a file format for importing and exporting data |
| WABA | WhatsApp Business Account — the business account linked to WhatsApp sender numbers |
| Rich Card | An RCS message format combining media, text, and interactive action buttons |
| Carousel | A scrollable multi-card RCS message format |
Additional Support
For issues not covered in this document:
- Contact your Enterprise Administrator for access-related support
- For technical issues or data-related queries, reach out to SmartTA Support through your assigned Account Manager
- Email: sales@sinch.com
- Portal: https://smartta.aclwhatsapp.com/