IDEXX SmartFlow Support

In some cases, when you try to add a new user into Smart Flow through the Settings > User section, you might face a few issues:

If you are trying to enter a new user and the box around the email turns red, this means the email cannot be accepted and the user cannot be saved. This can happen for a number of reasons:

The first one is when there is a space entered by accident after the email address. In this case, please double click on the email address to edit and check for spaces:

The second reason could be when the email address is invalid. Be sure to double check the spelling of the address. To make any corrections please double-click on the email address and enter the correct value.

Lastly, if the email address has been used in our system as an SFS email:

• The email has already been used as an SFS email for another clinic/location (e.g, sometimes there are multiple accounts for different locations of a group of clinics). If this is the case and you do not want to make any changes within another location, please use a different email address to create a user in the current Smart Flow account. 
• This email is still used as an SFS email for previous staff member's and, thus, it can not be used. To create a user, please use a different email address.
• The email has been used in our system for a trial account. In this case, you can either use a different email address or contact us to delete the trial account so that you may use this email address again.