--- title: Why can't I log in, or why don't I see my building? description: Can't log in to Clean Smarts or don't see your building? Check username, company select, password reset, and location access on web and mobile. --- [Skip to content](https://support.cleansmarts.com/why-cant-i-log-in-or-why-dont-i-see-my-building#main-content) [![](https://support.cleansmarts.com/hs-fs/hubfs/cleansmarts_logo_white_med.png?width=320&height=110&name=cleansmarts_logo_white_med.png)](https://www.cleansmarts.com/) Open main navigation Close main navigation - [Contact us](mailto:support@cleansmarts.com) [Contact us](mailto:support@cleansmarts.com) How can we help you? - There are no suggestions because the search field is empty. 1. [Clean Smarts Knowledge Base](https://support.cleansmarts.com/?hsLang=en-us) 2. [Customer Portal](https://support.cleansmarts.com/customer-portal?hsLang=en-us) 3. [Getting Started](https://support.cleansmarts.com/customer-portal?hsLang=en-us#getting-started) # Why can't I log in, or why don't I see my building? ## Check your username, password, company, and building access when you cannot sign in or do not see your location in Clean Smarts. Use these checks when Clean Smarts rejects your login, asks you to pick a company, or opens without the building you expect. **Applies to:** Building-client customer users on [app.cleansmarts.com](https://app.cleansmarts.com) and the current blue-and-white **Clean Smarts** mobile app. You will not see clock-in, payroll, or cleaner tools. Your cleaning company creates your user and chooses which buildings you can open. ### Before You Start - On the web, open **https://app.cleansmarts.com**. An older bookmark to another Clean Smarts address should send you here. - On a phone, use the current **Clean Smarts** app with the blue **C** on a white background, not **Clean Smarts (Legacy)**. See [How do I download the Clean Smarts mobile app?](https://support.cleansmarts.com/how-do-i-download-the-clean-smarts-mobile-app?hsLang=en-us). - Sign in with the **username** and **password** your cleaning company sent you. A username can be an email address, another login name, or a phone number. Customer access does not use a Punch-In PIN. - Connect to Wi-Fi or cellular data. The mobile app must be online to log in and load your buildings. - Your user must still be active, and your cleaning company must assign at least one building and the customer tools you need. ### If You Cannot Sign In Try these in order. Stop when you get in. 1. Confirm you are on **https://app.cleansmarts.com** or in the current **Clean Smarts** app. 2. Turn **Caps Lock** off. Usernames and passwords are case-sensitive. 3. Enter the exact username your cleaning company gave you. Do not substitute a personal email address unless that is your assigned username. 4. Enter your password carefully. On the phone, **Log in** stays disabled until the password has at least six characters. That does not mean the password is correct. 5. On the phone, tap **Show login fields** if you see a face or fingerprint prompt and need to type your username and password instead. 6. Reset the password if you are not sure it is current. Use the **Reset a Forgotten Password** steps below. 7. On the web, try a private or incognito window, or a different browser. 8. On the phone, confirm the device can open other websites, then close Clean Smarts and open it again. If the web page shows **Login Failed - Try Again**, or the app says **Please, make sure your credentials are valid and try again**, the username and password do not match an active user. Ask your cleaning company to confirm both values and that your user is still active. An archived user cannot log in. ### If You Are Asked to Select a Company The same username can exist on more than one Clean Smarts company. Clean Smarts then asks you to choose which company to open. #### On the web 1. Sign in at **https://app.cleansmarts.com**. 2. When **Select company** appears, click the name of the cleaning company that services your building. 3. Use **Back to Login** if you need to start over. #### On the mobile app 1. Enter your **Username** and **Password**, then tap **Log in**. 2. When **Select a company:** appears, choose the cleaning company that services your building. 3. Tap **Log in** again. Choose the wrong company and you will see that company's buildings, or none of yours. If you are not sure which name to pick, ask your cleaning company. If the page or app says to select a company but does not show a list you can tap, stop and ask your cleaning company which login to use. They may need to give you a unique username for their account. ### If You Signed In but Do Not See Your Building Login can succeed while the building is still missing. That is usually access, not a broken password. - **Your user has no location access.** On the phone, Clean Smarts may say you logged in successfully but were not given access to any locations. Ask your cleaning company to add your building, then sign out and sign back in. On the phone, also open **MORE \> Sync** and tap **Sync**. - **Your user has no customer tools.** The web login can fail with a message that you have not been granted any modules. On the phone, the app may say you have no privileges. Ask your cleaning company to add the customer tools that show completed work, quality, messages, or supply requests. - **You opened the wrong company.** Sign out, sign in again, and choose the cleaning company that services your building when **Select company** or **Select a company:** appears. - **The building is not in your location list.** On the web, lists such as **Completed Tasks and Scans** use **Select a location** and only include buildings assigned to you. On the phone, **HOME**, **MY JOBS**, and **Service request** show only those same buildings. - **A menu you expect is missing.** Features such as **Quality**, **Completed Tasks and Scans**, **Message Center**, or **Service request** appear only when your cleaning company turns them on for your user. Ask them to check your access rather than reinstalling the app. - **The phone still shows old access.** After your cleaning company adds a building, stay online, open **MORE \> Logout**, sign back in, then use **MORE \> Sync**. See [How does Sync work in the Clean Smarts mobile app?](https://support.cleansmarts.com/how-does-sync-work-in-the-mobile-app?hsLang=en-us). You cannot add a building yourself. Only your cleaning company can assign location access. ### Reset a Forgotten Password Password reset uses the **email address saved on your Clean Smarts profile**. That address can be different from the username you type to sign in. #### On the web 1. Open **https://app.cleansmarts.com**. 2. Click **Forgot your password?** 3. Enter the email address on your profile in **Email / Username**. 4. Click **Send Reset Link**. 5. When Clean Smarts says an email has been sent, open the newest reset email and follow the link. 6. Return to the login page and sign in with your new password. Click **Back to Login** if you are still on the reset screen. #### On the mobile app 1. Tap **Forgot Password?** 2. Enter the email address saved on your user. The app labels this **Your email**. 3. Tap **Send reset link**. 4. When **Email sent!** appears, open the newest reset email and follow the instructions. 5. Return to the app and log in with your new password. If the email does not arrive: - Check spam or junk. - Confirm you entered the profile email, not a different personal address. - On the phone, tap **Resend email**. - Use the newest email. An older link can expire or already be used. - Ask your cleaning company to confirm that your user is active and that the profile email is correct. They can set a new password if email reset still does not work. ### Still Need Help? Ask your cleaning company first. They control your login, company, buildings, and tools. Include: - Whether you were on **https://app.cleansmarts.com** or the current mobile app - The exact username you entered, not your password - The exact error or screen, such as **Select company**, **Login Failed - Try Again**, or a message about locations or privileges - The building name you expected to see - Whether a reset email arrived If several people at your building fail at the same time, say that too. Your cleaning company can then contact Clean Smarts support with those details. ### Related Articles - [How do I download the Clean Smarts mobile app?](https://support.cleansmarts.com/how-do-i-download-the-clean-smarts-mobile-app?hsLang=en-us) - [How do I log in to the Clean Smarts mobile app?](https://support.cleansmarts.com/how-do-i-log-in-to-the-clean-smarts-mobile-app?hsLang=en-us) - [How does Sync work in the Clean Smarts mobile app?](https://support.cleansmarts.com/how-does-sync-work-in-the-mobile-app?hsLang=en-us) ### Links to verify - How do I sign in on the web or the mobile app? (sibling draft A2 — add the HubSpot URL after publish) - How do I find my way around Clean Smarts? (sibling draft A3 — add the HubSpot URL after publish) - What can I do in Clean Smarts as a customer? 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