🔑 Resetting Your Password

As a part of standard security practices, Smartling periodically enforces password resets every 90 days.

If your account is locked because of too many incorrect attempts, you must wait 10 minutes before logging in again. Any login attempt made during these 10 minutes will restart the timer. Please wait for the complete duration to avoid extending the lockout period. After 10 minutes pass, you can reset your password if necessary.

How to Reset Your Password

Here are the steps to follow: 

1. Go to dashboard.smartling.com.
2. Enter your email address
3. Click Continue
   
   
4. Click Forgot Password? to receive an email to create a new password.
   
5. Enter your email address again
   • This is your user email address that the rest password instructions will be sent to.
   • Ensure this is an activated user email address, and that you have access to the inbox to follow instructions.
6. Select the "I'm not a robot" CAPTCHA checkbox
   • If CAPTCHA is not visible, it may be blocked in your region. For assistance with completing this step, contact Smartling Support between GMT or ET business hours.
7. Click Continue
    
   • You will receive an email from Smartling with a link that allows you to reset your password. Check Spam folders and ensure all emails from the @smartling email alias as safe in your email account.
8. Click the Reset password button on the email
   • Links expire after 30 minutes. You will need to repeat the process if you do not use the link provided within 30 minutes.
     
9. If this is the first time this browser is used to log into Smartling in 30 days, complete two-step verification
10. Enter a new password twice and click Update Password
    • Passwords must have a minimum of 10 characters
    • Include at least one upper case and lower case letter, number, and special character
    • Passwords must not be a repetition of the previous 4 passwords used on your account
      
      

Tips to Ensure You Receive Instructions From Smartling

1. Ensure you have access to the inbox the instructions are sent to
   • If your user email address was supplied to you by your Agency, ensure you have access to the email's inbox to complete the reset process.
   • The email address you send the reset password instructions to must be your user email address, not your personal email that's not used to log into Smartling.
2. Ensure your user email address isn't shared
   • Resetting a password on a shared account can lead to locked accounts and delays in work.
   • Smartling does not charge for user seats, and there is no limit to the number of users you can have on an account.
   • Sharing log in credentials can lead to security breaches and should be avoided.
3. Ensure the instructions are sent to your activated user account 
   • You should have already received an email invitation to access a translation project from Smartling, and followed steps to activate your account. If not, it means your account has not been activated, and you will not be able to reset your password (as it was never set in the first place). To resolve this, contact your Account Owner, Project Manager, or Agency Account Owner to be granted access to Smartling.
4. Ensure all emails from the @smartling email alias as safe in your email account
   
   • Check your Spam folder and if the email is there, consult your IT Operations team to ensure that the @smartling alias is marked as a safe sender in your network.
     

Tip: If none of the above applies to you, and you still did not receive an email from Smartling, contact Smartling Support.