If you're having difficulty receiving your time-based one-time password (TOTP) for signing in, follow these best practices to troubleshoot and resolve the issue.
USM Content
This feature is only available in version 25.4 of the Smartsheet mobile app.
What's TOTP?
A time-based one-time passcode (TOTP) is a temporary verification code Smartsheet sends to your email when you choose the email sign-in option. It's an alternative to your password —think of it as a short-lived key that lets you in for a single session. Each code is valid for 10 minutes from the moment Smartsheet sends it.
The 10-minute window starts when Smartsheet sends the email, not when you open it. If there's a delay getting the email to your inbox, the code is still valid for the remainder of that window.
Quick fixes to try first
Most TOTP issues come down to one of these three things. Start here before digging deeper.
1. Check your spam or junk folder
TOTP emails sometimes get caught by spam filters. Look for an email from system@system.smartsheet.com with the subject line "Verification code [your_TOTP_code]" —not just in your main inbox, but in your spam, junk, and promotions folders too.
If you find it there, mark it as "not spam" so future codes land in your inbox.
2. Wait a few minutes, then resend
Email delivery can slow down because of network congestion or temporary issues with mail servers. If the code hasn't arrived after a couple of minutes, select Resend code on the sign-in page. That triggers a fresh email.
Using the latest code matters. If you requested the code more than once, you may receive multiple emails. Always use the code from the most recent message; earlier codes are still valid until they expire, but using the latest one avoids confusion.
3. Make sure your email isn't full
A full email inbox silently rejects incoming messages. Free up space if your mailbox is near its limit, then request a new code.
If the fixes didn't work
Verify your Smartsheet account is active
To sign in with TOTP, your Smartsheet account needs to meet two conditions:
- You've previously set a password for your account.
- You've accepted the User Agreement.
If you're a new user who hasn't completed both of these steps yet, Smartsheet can't issue you a TOTP. Complete account setup first, then try signing in.
Confirm your email address is correct
A typo or an outdated email address on your account means the code goes somewhere you can't access it. If you suspect your email address on file is wrong, reach out to your Smartsheet System Admin so they can update it in Admin Center.
Check for email filters or rules
Your email client may have rules that automatically move or delete messages from system@system.smartsheet.com. Review your filter settings and adjust any rules that may be redirecting Smartsheet emails out of your inbox.
Check security software on your device
Security or antivirus software can sometimes block emails from external senders. Review your device's security settings to confirm Smartsheet emails aren't being intercepted before they reach your inbox.
Talk to your IT department
If you're on a corporate network, IT-level restrictions might block or delay emails from external sources. Ask your IT department to check whether system@system.smartsheet.com is on an allowlist. This is especially worth checking if TOTP works fine outside the office but not on company Wi-Fi.
Contact your email service provider
If you're seeing consistent delays or filtering behavior that isn't coming from your device or network, your email provider may be the culprit. Their support team can check whether Smartsheet emails are being throttled or filtered on their end.
Locked out after too many attempts?
You get three chances to enter your TOTP correctly. After three consecutive incorrect entries, Smartsheet locks you out for 10 minutes before you can request a new code.
When the 10-minute wait is up, return to the sign-in page and select Resend code to get a fresh TOTP.
If you're also unable to sign in with your password and see an error about your account being locked, use the Forgot password link on the sign-in page to reset your credentials. If you don't see that link, try refreshing the page or clearing your browser cache.
Entered the code but nothing happened?
If you typed in your TOTP correctly but the page didn't advance, here are a few things to check:
- Make sure you're copying the code exactly as it appears in the email, with no extra spaces before or after.
- Try a different browser or clear your current browser's cache and cookies, then attempt to sign in again.
- If the issue persists, contact Smartsheet Support.
Can't reach Support because you can't sign in?
This is a frustrating catch-22, and it's worth calling out directly. The Smartsheet Support Portal normally requires a sign-in, but if you're locked out, you can still get help by having your System Admin submit a support ticket on your behalf. Your admin can sign in and open a case that references your account.
If you don't know who your System Admin is, check with your manager or IT department. They likely know who manages your organization's Smartsheet account.
Contact Smartsheet Support
If none of the steps above resolved the issue, contact Support through the Smartsheet Support Portal for further assistance. When you reach out, have these details ready to speed up troubleshooting:
- The email address associated with your Smartsheet account
- What you've already tried
- Any error messages you've seen
- Whether the issue is intermittent or consistent
Why am I not seeing the email TOTP sign-in option on the sign-in screen?
Two things can cause this:
- Your System Admin hasn't enabled it: System Admins can turn email-based TOTP on or off for their domain. If you don't see the option, check with your System Admin.
- Your account isn't active yet: You need to have previously set a password and accepted the User Agreement before the TOTP option becomes available.
Does email-based TOTP affect my SSO sign-in options?
No. Email-based TOTP is an additional sign-in method. It doesn't change or replace existing SSO options like Google, Microsoft, or Apple.
How long does a sign-in session last?
Session length doesn't change based on which sign-in method you use. Smartsheet's standard session validation applies regardless of whether you sign in with a password or a TOTP.
Does email-based TOTP affect API tokens?
No. API sign-in tokens are completely separate and aren't affected by email-based TOTP.
Can I still use my password to sign in?
Yes. You can use either your password or a TOTP, whichever works best for you.
Can I receive the code via text message instead of email?
Not at this time. Smartsheet currently sends TOTPs only by email.