The only mobile application sewer crews need when responding to
sanitary sewer overflows and backups impacting private property.

SMART Response Support FAQs

For additional help go to to watch application walk-through videos.


  • I am trying to renew my subscription, but nothing happens when I click the “Subscribe” button. Show/Hide Answer

Application Management

  • If I delete SMART Response from my device will I lose all of my data? Show/Hide Answer

Logging in

  • I am getting the message “Email or password is incorrect”, but I know I have the right email/password. Show/Hide Answer

  • I lost my password. Show/Hide Answer

  • I forgot what email address I used as my log in.? Show/Hide Answer

  • I am trying to log in but I get the message “No network”. Show/Hide Answer

  • Can I use SMART Response when I am not online? Show/Hide Answer


  • Can more than one user view an incident at the same time? Show/Hide Answer

  • Can more than one user edit an incident at the same time? Show/Hide Answer

Incidents Page

  • An incident that used to be on my Incidents page is not there anymore. Show/Hide Answer

  • How can I delete an incident? Show/Hide Answer

Reference Page

  • How can I add a document to the References page? Show/Hide Answer

  • Why can’t I delete some of the documents from the References page? Show/Hide Answer

  • I have clicked on a Reference Document or the link for a PDF or XLSX Report, but it only opens my browser. Show/Hide Answer

Volume Estimation

  • I have entered more than one volume estimation using the same method. How can I distinguish between them? Show/Hide Answer

Field Report

  • What is SSO ID? Show/Hide Answer

  • Why isn’t the map on the Field Report working? Show/Hide Answer

  • How can I enable location services (mapping)? Show/Hide Answer

  • Why am I seeing different SSO Start Times for the same incident on different computers/devices? Show/Hide Answer

  • When I click the microphone icon I am prompted to insert a file instead of make an audio recording. Show/Hide Answer

Reporting Page

  • Why is the Time Agency was Notified space blank on the Reporting Page? Show/Hide Answer

  • Why is the SSO Start/End Time indicated as 7:00 PM? Show/Hide Answer

  • Our agency has reporting deadlines in addition to the notifications listed. Can I add them to the SMART App? Show/Hide Answer

Output Reports

  • On the XLSX output the Category is listed as Category 1a, 1b or 1c instead of just Category 1. Show/Hide Answer

  • I am working offline and when I try to run a PDF or XLSX report I get the dialogue box that says “Preparing report, please wait...” but the report never runs. Show/Hide Answer

  • When I click the link after running a PDF or XLSX report my browser opens but I do not see the report. . Show/Hide Answer


  • I uploaded a video on one device, but cannot see it on another device. Show/Hide Answer

  • I uploaded a photo/video, but now I don’t see it in the incident’s photos page. Show/Hide Answer

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