Below are some common questions we receive about SmartGov. Click on the questions for more information, troubleshooting instructions, and best practices.
Once a user is logged in to SmartGov, they can easily change their password by clicking on the Preferences link in the top right corner of any page. In the window that displays, they will need to click Change Password to create a new password for their account.
If the user cannot log in to SmartGov an administrator will need to reset the user's password. If the user attempts to log in unsuccessfully too many times their account will become locked, and must be unlocked by an administrator.
The password must be at least 8 characters and contain both letters and numbers. Uppercase letters and special characters are not required. The new password cannot be any of the previous 6 passwords.
Oftentimes, the portal verification email will go to your Spam or Junk folder. Please check there to see if you have received the email. You can also reach out to your IT department and have them add the "firstname.lastname@example.org" email address to their allow list so that future emails from the portal will be delivered. If you have allowed the email address, checked the Spam or Junk folder, and you still haven't received the email, please contact Client Services for further troubleshooting.
We recommend using the Valuation Rate Loader job, which is designed to import the Building Valuation Data published by the International Code Council (ICC). This information is updated in February and August each year and is available to download from the ICC website.
After downloading the file and updating any Construction Rates, if desired, save the file as a CSV, and upload the file when running the Valuation Rate Loader job. The New Rate Effective Date will be the Begin Date for the new rates, and the Valuation Modifier will be the multiplier used to modify the rates in the uploaded CSV file. If the rates do not need to be modified, leave the Valuation Modifier as 1.
An adjustment may be needed for a permit or license in order to process a refund or reallocate already paid funds to different fees if needed.
- Click the dollar icon () that corresponds with the paid fee to open the Fee Adjustment window.
- Enter an Adjustment Amount. A negative value will subtract from the Total Fees to reflect the adjustment.
- Select the Note Type from the drop-down.
- Select the Note Code from the drop-down, if it applies.
- Enter a description in the Text field.
- Click Save. The adjustment will be listed as another line item on the Fees tab.
- Click Create Receipt at the bottom of the Fees tab.
- Click the +All button to populate the refund amount.
- Select Refund Check or Cash or Refund CC in the drop-down menu.
- Enter a Reference number.
- Click Save Receipt to finalize the refund.
The maximum file size is 200 megabytes (MB) for both SmartGov and the Citizen Portal.
You will want to check your Pending Receipts list to see if the receipt is waiting to be completed there.
- Click Receipts in the navigation menu, then click Pending Receipts.
- If you are able to find the correct payment record in the Pending Receipts list and the same payment exists in your financial system, select the corresponding Pending receipt record in SmartGov and click Complete Receipt in the window that displays. This will remove the receipt from the Pending Receipts list, as well as create the receipt record with the associated permit or license.
The limit for Condition text is 4000 characters.
The limit for Details or Custom Attributes is 1000 characters.
- First, ensure that the Detail has been added to the Permit Type, Case Type, or License Type.
- Once this has been confirmed, return to the record that does not list the custom attribute and click Change Permit Type, Change Case Type, or Change License Type, depending on the type of record you are working on.
- Ensure that the Plus Template option is selected for Details.
- Click Save.
The Custom Attribute should now display on the Details tab of the record.
Business Account FAQs
When the business is a sole proprietorship, the SSN on the primary contact is the Federal Tax ID, therefore, the primary contact cannot be changed after the business has been created.
To enable business licensing on the portal, you must go to the Configuration Values in the Portal Setup menu under Administration and change the "Enable SmartGov business accounts on the portal" option to "Yes".
Only licenses that are associated with license types identified as a "Business Account" and set to "Accept Portal Applications" will display on the portal.
The portal user must be identified as a contact on the business account and on any business license they will manage. Their contact record must be given portal access on both the account and license.
Any user who has Portal Edit permissions on the business account can update contact information on the account.
Assuming your device settings for photos have enabled location, the metadata for the photo will be automatically included on all photos taken through your devices camera app. However, if the photo is taken and attached through the SmartGov mobile app, this information will not be attached to the image. We recommend opening the camera on your mobile device, taking the image, and then opening the SmartGov mobile app to attach the image to the case to ensure that all metadata, including location, date, and time, is associated with the image.
After saving or updating a record and returning to the Home page, you may need to manually refresh the data that is being displayed. To do this, swipe your finger down on your device's screen to refresh the Home page.
- Android: Samsung Galaxy Tab S4, Samsung Galaxy S10+, Samsung Galaxy Note 10+ *Note: The minimum recommended requirements are Android version 8.1 or greater with 3+ GB RAM. Running SmartGov mobile on previous versions of Android may impact performance and stability.
- Apple: iPad Pro 2018 or newer, iPhone XS Max or newer *Note: The minimum recommended requirements for iOS is version 12 or greater. Running SmartGov mobile on previous versions of iOS may impact performance and stability.
Citizen Portal FAQs
The Applications introduction can be edited by updating the Application Area Description configuration value. The Contact Us, Public Notices, and Parcel Search sections cannot be edited.
Yes! Each jurisdiction determines which aspects of the portal are available for citizens. These can be displayed or hidden by configuring the following configuration values:
- For the Applications section: Enable Licensing on the Portal, Enable Payments on the Portal, and Enable Permitting on the Portal
- For the Contacts section: Enable Code Enforcement
- For the Public Notice section: Enable Public Notice
- For the Parcel Search section: Enable Parcel Searching on the Portal
If your jurisdiction allows citizens to Report a Concern through the Citizen Portal, the Request Information section cannot be hidden. The only way to hide the Request Information section is to set Enable Code Enforcement to No, which will prevent a citizen from being able to Report a Concern as well.
The introductions for the Request Information, Report a Concern, and My Requests sections cannot be edited.
The text in emails generated from the Citizen Portal cannot be edited. However, the Footer for Public Emails can be configured for the jurisdiction.
No. The Permit Type Introduction and License Type Introduction that displays when a citizen is applying for a permit or license is a general introduction to the jurisdiction's application process. The wording for these introductions should apply to the majority of your permits and/or licenses.
No, not at this time.
We recommend following our troubleshooting guidelines if you are experiencing slow performance.
Yes, click here to view the email addresses and IP ranges that need to be allowed.
We currently support SmartGov in Internet Explorer 11 and the current and immediately previous versions of Google Chrome. SmartGov can be used in other browsers, but the functionality and usability may not be as optimal as using the supported versions of Internet Explorer or Google Chrome. This applies to both SmartGov and the Citizen Portal.