1. PROBLEM: I am trying to login to the Smart Workpapers website (https://workpapers.hownowhq.com/login) and I get this error message

  • Your username or password is incorrect

SOLUTION: use the Forgotten your password? link to request a password reset. You will receive an email with a link to setup a new password.


2. PROBLEM: I am trying to login to the Smart Workpapers website and I get one of these error messages

  • The email and password you entered does not match
  • Your username or password is incorrect
  • or 'my password reset email hasn't arrived'

SOLUTION: you may be trying to access Smart Workpapers via the wrong website (usually the Smart Workpapers Help Portal).

Use the following link to access the Smart Workpapers Website https://workpapers.hownowhq.com/login, then if your email and password don't work use the Forgotten your password? link to request a password reset.


3. PROBLEM: I can login to the Smart Workpapers website successfully, but not into Excel, I get this error message

  • Failed to add workpaper

SOLUTION: your Smart Workpapers Add-ins may need updating. Please call the support desk on 1300 333 424 to assist you in resolving this issue.


4. PROBLEM: I am trying to login to the Smart Workpapers website (https://workpapers.hownowhq.com/login) and I get this error message

  • Sorry we had trouble logging you in

SOLUTION: your Smart Workpapers Add-ins may need updating. Please call the support desk on 1300 333 424 to assist you in resolving this issue, or if you use Terminal Server ask your IT team to update the Add-In using this link.


5. PROBLEM: I am trying to login to the Smart Workpapers Add-in in Excel for the first time, or trying to login to the Smart Workpapers website

                        (https://workpapers.hownowhq.com/login) and I get this error message

  • An error occurred while sending the request

SOLUTION: Your Add-ins can't login due the inability to connect to the internet. Ask your IT to assist you by checking your Firewall, Virus Software and Excel security settings. You may need to ensure the relevant sites have been whitelisted on your network. See the Whitelist URLs - Master to access these link.