What do I do if I forget my Password?

If you have forgotten your Password, follow the below steps to reset it:

1. Navigate to https://smart911.com/smart911/retrieveLoginInfo.action
2. Select "I forgot my Password."

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3. Enter your User ID and the email or phone number you would like to send your reset code to.
   1. If you do not know your user ID, follow the steps outlined in: What do I do if I forget my User ID?
4. Click the Continue button.
   1. (Optional) If the Forgot Password request was unsuccessful, you will see a screen titled "No contact information found." See the "No contact information found" section below for more information.
   2. If you do not get this screen, proceed to the next step.
5. (Optional) If you chose to send a reset code to your phone number, you will be asked if you would like to receive the reset code via Phone Call or Text Message.
   1. Select your preferred option and click the Submit button to proceed.
6. The system will send your password reset code as an email, text, or voice call.
   1. If you do not receive a Password Reset Code:
      1. Make sure that you are able to receive emails from [e-mail]
      2. Make sure that you are able to receive texts from 22911
      3. Check any spam folders you may have on email or text message
7. You will be brought to a new screen with a blue bar on top, letting you know that we sent you a password reset code. **DO NOT CLOSE THIS WINDOW**

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8. On the Success screen, enter the Password Reset Code that was sent to you, along with your new password.
   1. If you need a new Password Reset Code, press the Resend button.

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9. Click Submit to reset your password.

​No contact information found

If we are unable to send you a Password Reset Code, you will see the following screen:

If you get this screen, it means that your User ID was correct, but the email or phone number you entered is not associated with that account.

This might happen for a few reasons.

Multiple Accounts, Emails, or Phone Numbers

Problem

• You have multiple accounts in the system
• You have multiple emails or phone numbers and you are using the wrong one

Solution

To figure out the correct combination of User ID and email or phone number, follow the steps outlined in: What do I do if I forget my User ID?

Phone Number is Not Confirmed

Problem

• You have a phone number on your account, but you never confirmed your phone number

Solution

For security purposes, we are unable to send a password reset code to an unconfirmed phone number. Please use an email address instead to reset your password.

If you never confirmed your phone number, and did not enter an email address on your account, then there is no way to reset your password because we have no place to send the password reset code to. Please reach out to support to see if there are any additional options available to you.