Casting Portal & SmartVoucher Support

If you’re encountering this error, here are some common reasons and solutions:

• Confirm that you are entering your email address correctly. Typos will prevent you from logging in successfully.
• Make sure you’re typing your password correctly, including capitalization and special characters.
• Check for any trailing spaces in the email or password fields.
• If your password is auto-populating, type it instead. The stored password may be incorrect.
• Ensure Caps Lock is not on.
• If you are unsure of your password, click the Forgot Password link to reset.

On the sign-in screen, click Forgot Password? Next, click Send Request. A password reset email with a link will be sent to the email associated with your EP Account. Click the link and follow the prompts to create a new password. Password strength requirements will be displayed onscreen.

Note: Your reset link expires after one hour. Repeat the above steps if you do not reset your password within that time limit.

Here are your password strength requirements for reference:

• At least nine characters long
• Contain at least one uppercase character
• Contain at least one lowercase character
• Contain at least one special character
• Contain at least one number
• Does not match any of your last 18 passwords

Password reset emails may take up to 15 minutes to arrive. If you’re not receiving the password reset email:

• Confirm you are using the correct email address associated with your EP Account.
• Check that you entered your email correctly with no typos or trailing spaces.
• Check your spam or junk folders.
• Check that you’re not using a spam blocker.
• After 15 minutes you may try again but note that continuous requests may result in your account being locked.
• If you are attempting to log in to your Central Casting profile, double-check that you already have a profile set up. The system must recognize your email address to send the password reset email.

If you still need assistance, please contact your EP Support team.

To keep your information safe, we require you to choose a strong password that meets the following requirements:

• Your password must not contain your name or email address
• Your password must not match any of your last 18 passwords
• Your password must:
  • Be at least nine characters long
  • Contain at least one uppercase character
  • Contain at least one lowercase character
  • Contain at least one special character
  • Contain at least one number

EP's Password Expiration Policy dictates that passwords expire within 90 days plus the next sign-in for all EP Accounts. You will be prompted to change your password when you first sign in after your password expires. EP is dedicated to the security and protection of the data it maintains, including individual payroll and studio data. To keep EP’s commitment to aligning with industry best practices, EP requires customary password changes to decrease the risks introduced by lost, old, or stolen passwords. This policy also applies to Central Casting logins.

Your account will automatically lock after five incorrect password attempts. You will need to reset your password to regain access.

Please contact our support team for assistance:

• 818.955.6300 (US)
• +44.330.128.1510 (UK)
• +1.800.830.8882 (Canada)

To claim your profile, enter your email address on the first login screen and click Continue. Enter the verification code sent to your email, then create a password for your account and click Continue. You’ll be asked to add a phone number for account recovery purposes. Accept the terms, then authenticate your phone number by entering the code sent to you via text message. To log in, click Continue, then enter your email address and new password and the second authentication code sent to your phone.

Check whether you are logging in via the correct link for the Casting Portal, which can be found here.

Also, make sure that you are using the correct email address to log in.

If you have tried these steps and are still having trouble, please refer to the below FAQs, or go to ep.com/mfa/general.

To change the email address linked to your Casting Portal profile, log in and select Account settings from the main menu. Enter your new email address in the Email field.

If you cannot access the email linked to your profile, click here to chat with our EP Casting Portal Virtual Assistant.

To change the name or phone number linked to your Casting Portal profile, log in and select Account settings from the main menu.

Note: Updating your phone number from Account settings does not update the device on which you set up MFA. If you no longer have access to your old device, you must set up MFA on your new device. Click here for more information.

You will receive a welcome email from SmartVoucher. Click the link in the email, then click Log In on the welcome page and follow the on-screen prompts to claim your profile.

You will see this page if you accidentally click Register Now. Instead, please click Log In or follow the instructions in your Claim Your SmartVoucher Profile email invitation.

Your account may have been locked by Casting. Please contact your Casting Director for more information.

Each show has a unique URL, so please make sure you are using the correct login link for your show (you can find this in your SmartVoucher welcome email). Please also check that you are logging in with the same email address you provided to your Casting team. If you are still seeing this message, please contact our SmartVoucher support team via the email address provided in your welcome email.

This usually means that you are logging in using a different email address than the one you gave to Casting. Check that you are using the same email address you provided to Casting. If you need to change the email you provided to Casting, please contact your Casting Director.

For any questions about your work day (e.g., logistics, booking requirements or schedule conflicts), please contact your Casting Director.

If you are going to be late to your booking or need to cancel, please contact your Casting Director as soon as possible.

Make sure that you have completed all required fields on the form. Look for any outstanding fields that are outlined in orange or yellow, as well as any that have a red star next to them. Please scroll left and right within the form to identify missing information. Once you have completed all required fields, you should be able to submit the form.

Check the Outstanding Tasks on your Dashboard in SmartVoucher. If there is nothing listed there, your paperwork has been submitted. For further confirmation, please contact your Casting Director.

If you’ve previously worked on the show and completed the associated forms, there is nothing new for you to complete. The Outstanding Tasks tab will only show new forms which require your completion.

After the deadline for a job review has passed, your voucher is deemed to be accepted. Please rest assured that you will still be paid for your work even if you cannot approve the job review and voucher before the deadline. Once the job review has been processed, you will see details of the payment due in the Diary tab on your profile. You can also check your paystubs if available in myEP.

1. Go to my.ep.com
2. Go to My Pay and click Direct Deposit Management.
3. The “My Projects” column will display your productions. Look under the “Offers Direct Deposit column to confirm whether your project offers Direct Deposit.
4. Below your project’s status, you will see your name and the name of any loan-outs. Click Add Account(s) to begin the enrollment process.
5. Connect your bank account using one of two methods:
   • ⁠Connect instantly using PLAID (recommended)
   • Connect manually. If you connect manually, you may choose to distribute funds into one account or split the funds across multiple acounts.
     
     Click Next.
6. Enter details for the account you are setting up. Re-enter your routing number and account number to confirm (you will not be able to Copy/Paste). Select the Account Type and click Next.
   
   ⁠Note: You can find your routing number on your personal checks, bank statements, or your bank’s website. Direct deposit slips may not always contain a valid routing number.
   
7. The final step is Direct Deposit Authorization. Verify the information and review the terms and conditions for enrolling in Direct Deposit with EP. Click the I Agree checkbox when ready. Click Finish.
8. Your Direct Deposit Management screen will display your new enrollment(s) as Pending.
9. Once your account is approved and your enrollment is complete, the status will update to Active and you will receive an email notification.

NOTE: Direct deposit enrollment is only available online via myEP. EP representatives are not able to complete direct deposit enrollment for you.

1. After connecting your profile. Go to the navigation bar (left hand on desktop, bottom on mobile) and select “My Account”. You will be routed to the "My Profile" page. From here you will be presented with any applicable addresses based on your role and how you have been paid.
2. To the right of the address, you would like to update, select the ‘Edit’ option. A screen will open with your current address on file.
3. You may update your address by selecting the individual fields and making any necessary changes.
4. To submit your changes, select the ‘Save’ button to close out the modal.
5. Once you are finished, you should see your changes reflected in the ‘My Profile’ page.

Video: MyEP - Change Your Address

If production has confirmed that they have sent your voucher and you still haven’t received it via email, please check your junk. If it's not there, you can log in directly to your profile and click the ‘Job Review’ button in the top menu bar. From here, you can click into your workday and approve your voucher.

Vouchers are sent by the on-set production team for the show you worked on. If you are not seeing a voucher for a day of work, it may be because you’re still on set or vouchers haven’t yet been sent. If you think this is a mistake, please contact your Casting Director.

For missing payments, please email cpinquiries@ep.com. You can also log in to myEP to check whether a paystub is available.