Support and account deletion
On this page you will find support tickets related to the SmartFiles mobile app and web panel, frequently asked questions, and information on how to request account and data deletion.
Contact us
Your support tickets from the contact form You can forward this under the subject 'Support ticket'; we will reply to the email address you provided in the form. It is sufficient to include your organisation's name and a brief description of the issue in your message; if it relates to the mobile app, also add your phone model and the app version.
Your organisation's SmartFiles accounts are opened and managed by your organisation's SmartFiles administrator. For requests such as password, storage area access, or new users, contacting your organisation administrator first is the fastest way.
Mobile app: frequently asked questions
How to log in to the mobile app?
Access the application using your corporate account on the web panel; if you have an active session on the panel, you can also log in via QR code. If you do not have an account, your organisation's SmartFiles administrator will create one. Step-by-step guide: first login and Login with QR documents.
I cannot log in or my session dropped.
Check your username and password; if you have forgotten your password, ask your organisation administrator to reset it. When the session expires, the app prompts you to log in again: re-login required.
A storage area or file is not visible.
Areas are visible based on permissions granted to persons or departments. Contact your organization administrator for your access; details: a storage area or file is not visible.
No notifications received, what should I do?
Check that notification permission for SmartFiles is enabled in your phone settings: notification permission.
File upload was interrupted.
If the connection drops, the upload is marked as an error; it restarts when the connection is restored. For upload interrupted see the document.
What permissions does the app require?
The camera is used solely for document scanning, the notification permission only alerts you, and the file picker accesses only files you have selected. Permissions do not change on the device; they remain the same as in the web panel.
Account and data deletion request
You can request deletion of your SmartFiles account and its associated data without logging in:
- Contact form open; the subject defaults to "Account and data deletion request".
- Enter the email address associated with your account in the Email field and mention your organisation's name in the message. We will reply to this address, confirming you are the account owner.
- Your request will be resolved within 30 days at the latest, and you will be notified by email.
Since accounts are opened on behalf of organisations, deletion is carried out together with your organisation's SmartFiles administrator. When an account is deleted, product contents are permanently removed; records subject to legal retention obligations (e.g., invoices) are retained only for the period prescribed by relevant legislation. Details regarding the processing of personal data in the privacy and transparency text is included.