SmartStart UK Support

SmartStart works in all browsers but for the best experience, we recommend Chrome or Safari.

SmartStart can be used on a mobile browser but for the best experience, we recommend using a desktop or laptop.

To update your notification settings, click the Settings icon in the upper-right corner of your SmartStart screen. Here you can control which actions trigger notifications. Depending on your role, you may also be able to set up custom flags (which are unique to you) to help you track Start Packets in SmartStart.

Your project’s Gatekeeper can also update your notification settings for you. To find your project Gatekeeper, click the ? icon next to your profile name in the top right, then click Who can manage access.

Click the ? icon next to your profile name in the top right, then click Who can manage access. Here you will find a list of the people on your production (including their roles and email addresses) who you can contact to manage your access.

An EP Account is the email address and password you use to sign in to EP’s platform. If you do not have an EP Account, you can follow the onscreen prompts when you sign in (or follow the link from one of your project welcome emails) to complete a one-time account setup process.

Yes, as long as the email address linked to that EP Account is the same one used to hire them in SmartStart.

Check your spam or other specialty folders. If you still cannot find the welcome email, reach out to your contact on the production who invited you. Confirm they added you under the correct email address. Once they have the correct email address, they can re-add you. Then, look for your welcome email.

Note: For security reasons, EP cannot add you to a project. Only your production can.

1. From the sign-in screen, enter your email address and click Continue.
2. Click the Forgot Password? link.
3. Enter your email address again and click Continue.
4. Enter your verification code (sent to your device) and click Verify.
5. Create a new password and click Continue.
6. Once your password has been reset, click Continue to log in.

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

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.

1. From the sign-in screen, enter your current username and password.
2. You are brought to the Change Password screen instead of signing in.
3. Enter your current password in the Current Password field.
4. Enter a new password in the New Password field. Password requirements display. The password also cannot match your last 18 passwords.
5. Re-enter your new password in the Confirm Password field.
6. Click Change Password to complete and sign in.
7. You are all set. You will not need to change your password anywhere else. Your EP Account lets you use the same username and password for all products.

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

Your account will automatically lock after five incorrect password attempts. To regain access, wait 30 minutes for your account to unlock and try again or reset your password.

Note: If you reset your password in the last 60 minutes, your account will not unlock after 30 minutes. Instead, you will need to wait 60 minutes and reset your password again.

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.

Please contact our support team for assistance:

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

No, to safeguard your data, everyone must have unique EP Account credentials and an MFA instance to access all EP products and integrated services. Sharing credentials is a security risk, and there are no supported options to bypass MFA. Please ensure each team member registers an EP Account and sets up MFA.

Confirm with your contact on the production that you were added to the project with the correct email address, access, and permissions.

• Once your contact has the correct email address, they can re-add you. Then, look for your welcome email.
• If the issue was with your access and permissions, you will not need to be re-added. Most EP products are permission-based, meaning permissions control what you can access and do when you sign in. Once your contact updates your access or permissions, you will be able to get the information you need when you next sign in.

Note: For security reasons, EP cannot add you to a project. Only your production can.

Each tile represents one engagement on the project. You will have more than one tile for a project if you leave and are rehired for another engagement.

You may also have a tile that represents your role as a hiring manager on the project and another which represents your role as a crew member. Click the grid icon (four squares) to the right of the screen to change your layout and see the Job Type for each tile. Click the role with the Manage Crew job type to perform tasks relating to hiring crew on your project or the role with the My Start Work job type to see your own onboarding documents.

Please contact your hiring manager if you have any questions about your Start Packet. If your rate looks incorrect, the hiring manager will be able to correct it and reissue your Start Packet if required.

Your email address is also your username to log in to SmartStart. You cannot change your username; instead, please contact your hiring manager to have your Start Packet resent to a different email address, which will create a new username for you.

Your email address in the About You section is for production reporting (eg, Unit Lists) and payroll purposes only. You can change your email address in this section, but it will not update your SmartStart username. To update your username, please contact your hiring manager.

The red text indicates that an answer to that particular field is required before proceeding to the next screen, or that a particular value entered is incorrect.

British and Irish citizens can use an expired passport for the purposes of proving their right to work, but production may ask you to provide additional documentation which you can upload on the Welcome screen. Please check the UK government website for up-to-date information about right to work checks.

If your documents are hard copies, you can take a photo or scan of them to upload to the platform. If you are unable to do this, please contact your hiring manager.

Once logged in to SmartStart, select the relevant project (if applicable). You will see an Uploads option on the right-hand side of the screen; select this to upload the required document and update your Start Packet.

An Approver may see something that is incorrect on your Start Packet (eg, your rate or start date), in which case the Approver will make that change and send it back to you to sign. If you receive a revised Start Packet, you must log in, accept the revised Start Packet and resubmit it. You can take this opportunity to update some of your information if required.

Log in to SmartStart and select the relevant project (if applicable). On the Welcome screen, right click the relevant document and select Preview, Download or Approve. You may see multiple documents for extensions, terminations and upgrades. Depending on your production’s project settings, you may be asked to approve only some of these documents. If you have an agent, they will also have sight of the documents in their SmartStart portal.

Please email EP’s UK support team at UK-SmartStartSupport@ep.com.

You can download your documents from the SmartStart Welcome screen once logged in.

Note: You will need to download your Start Packet and onboarding documents from SmartStart and your timecards from SmartTime.

Please email EP’s UK support team at UK-SmartStartSupport@ep.com.