As with any system, users may encounter issues logging into the platform. This problem is generally easy to resolve.

The below guide will provide you with the most common root causes for this problem as well as a brief explanation of what you can do to self-resolve them without intervention by the Support team.

• Email address
  Email addresses must be your full email address, not just the leading username (before the @)
  
  Have you changed your email address?
  Unless this has also been updated prior, within VendorPanel and/or your SSO provider the platform will still reflect and correspond with your old email address. You will need to log in with your old address, then update your new one. Read the Editing Your Profile, Location, Password, or Email Address article for instructions on how to complete this.
  
  Passwords are case sensitive
  All passwords are case-sensitive and may include special characters.
  
  Shared accounts
  Although we do not recommend the use of shared accounts, we understand that there are instances where this will occur. Are you using the most up to date credentials? Check with other users of the account.
  
  Single Sign On (SSO)
  Does your organisation use SSO (Single Sign On) for applications? If so, and you are prompted for your credentials, there may be an issue with your SSO provider. In this instance you will need to seek assistance from your organisation’s IT help desk.
  
  Note: Your account will be locked out after too many attempts. Explore the below options before proceeding too far.

• If you have forgotten your password information, use the Forgotten your password? link to request a new one from the log in screen. You will need to have entered in the email address first, to get the aforementioned link. Simply re-enter your email address and complete the security code to be sent a temporary password.
  
  
  For information security purposes, VendorPanel will not confirm if you have an account with us. If you do not receive an email, it may be due to one of the reasons highlighted in the next steps.

• Check your email history for prior VendorPanel platform communications
  At the very least, you should have an email invitation to join the platform. If you are a new user, you should have received an invitation from your Administrator. If you have not received an invitation, you may not have been setup. Seek assistance from your organisation's procurement department or IT help desk.
  
  Removed Account
  Some Administrators/organisations conduct regular account cleanups of their users. If you have been absent for an extended period, it's possible your account has been removed. Administrators can reinstate accounts, so this should be directed to your organisations procurement department or IT help desk.
  
  Check with your Administrator
  Each VendorPanel enterprise will have an administrator that has the relevant access to manage users. This may be a user in your organisation's procurement department or IT help desk.

• Clear your cookies
  Cookies are site data that keeps track of your information, including log in credentials, so that sites can remember you and your preferences. Clearing your cookies once in a while helps remove any stored and potentially corrupted data so you can retry your log in.
  
  Clear your cache
  Cache are temporary files stored on your computer. Similar to cookies, the intention is that cached files get stored on your computer to make revisiting pages easier and quicker the next time you visit. The downside is the retained information.

  
  Depending on your browser, the steps to clear your cache and cookies will differ:
  Chrome
  Firefox
  Edge

• Some SPAM and Junk software can be aggressive in their filtering of system generated notifications. VendorPanel is not immune to this. If you have not received the forgotten password email, please check your junk and SPAM folders/software to see if the email has been blocked.
  
  Password emails from VendorPanel will originate from noreply@vendorpanel.com.au with the subject line Temporary Password for [user's name]. Never reply or follow links related to account information from other sources, other than VendorPanel.
  
  In the event that the email has been blocked and you have recovered it, please ensure that you place emails from VendorPanel on your whitelist. Adding VendorPanel to your whitelist will ensure that all VendorPanel emails, not just password related ones, can be received. Depending on the application you may have the ability to do this yourself or with assistance from your IT help desk team. VendorPanel cannot do this for you.