Frequently Asked Questions

How do I create an account in Coupa?

The following article explains how to create a Coupa Supplier Portal (CSP) account a

I am trying to register on the system by completing the registration section page, but I haven’t received an email, what should I do?

Please check your spam folder as it may have been sent there. If that does not resolve the issue, please contact Support via the chat window on the Coupa Supplier Portal (CSP) and a member of the team will assist you.

How do I reset my password for my account?

Please use the following link to reset your password for your CSP account

How do I change my email address for my account?

If you need to change your email account, please reach out to your customer(s), they will send an invite to the new email address.

I am having an issue logging in, what can I try?

1. Ensure you are not using the browsers auto-populating feature to enter username and password.
2. Try in a different browser or incognito mode.

I have a message saying “Unauthorized or Expired account”, what can I do?

Please contact your customer, and ask them to check if your supplier profile is active.

I want to invoice a customer, but I don’t see them in CSP, how do I add them? or how do I link to a customer?

You need to contact your customer and ask them to send you an invitation link to join Coupa Supplier Portal (CSP).

Please see this article for further details:

I have invited a user to my CSP account, but they cannot see any customers, what should I do?

Please read the following article which explains how to set up a new user account:

Once you have successfully set up a new user, you can edit their profile in the Admin page and select the customer, they need to be connected with.

I cannot invite a user from my company. I get a message that they already exist.

The user may already have registered in the system. You can choose to merge your account with theirs if they show on your merge suggestion list.

Please see the following article for more details:

I registered in the CSP but I cannot select a customer from the dropdown, they show but are greyed out, how do I fix that?

Please contact your Admin user with this request. They can check your permissions on the Admin Page and give access to the customer if required.

How do I un-merge my colleagues' accounts?

Once you have merged accounts, it is not possible to unmerge them.

It says that my profile is only 30% complete. Please let me know what is missing.

Please the following article on how to create or improve your profile:

How do I delete my logo from my Supplier Profile?
You cannot remove the logo at this time, but you can replace it with another image.
I updated my address & company name on my CSP profile but it’s still showing the old company name on an invoice.
Please reach out to your customer who will be able to assist you further.
I am unsure what information is required to complete my profile?

Please refer to this article,

If you have further questions please contact your customer.

How do I submit an invoice or credit memo?

The following link provides information on how to create invoices or credit memos:

I need to add a legal entity, how do I do that?

Click on the help tips below to learn how to add a legal entity

I am trying to create an Invoice from a Purchase Order, and the field is greyed out, how do I resolve that?

Please contact your customer and ask them to allow you to create invoices. Your customer manages these permissions.

Read an overview of the purchase order process.

A short video on Orders in the CSP.

How do I add an image scan or attachment?

Under the image scan, you need to attach a pdf copy of the invoice. The file types that are supported, which are: PNG, GIF, JPG, JPEG, JPEG, TIFF, or PDF. If you are unclear what you need to add as an attachment, please reach out to your customer.

I've submitted an invoice, but I need to edit it. How can I do that?

Once the invoice is submitted, you can not edit/delete/cancel it. You need to contact your customer in this situation.

An error is coming up when I try to submit my invoice, “the linked billing account on the order is inactive”, how do I resolve this?

Please reach out to your customer, and they will be able to advise you further.

How can I edit the information inside the legal entity?

Once the legal entity is created, only the remit-to-address or ship-from-address sections can be removed and re-added without the need to delete and recreate the entire legal entity. If you need to change the invoice-from-address section, you will need to create a new legal entity.

Please see the following article:

How do I void or modify an invoice?
You can’t modify/void an invoice once submitted in Coupa system, as this invoice is currently under review by your customer.

You can get in touch with the customer and ask them to dispute it. This will allow you to edit and resubmit it for approval.

If you do not have your customer’s contact information, then you can leave a comment in Coupa supplier portal on an invoice, which will notify the approver.

How do I create a catalog?

Check out the articles below.

How do I set up a punchout catalog?

Tips on setting up your punchout catalog.

Where do I add banking details for payment?

This help article provides an overview of how to add your bank information in the CSP.

How can I change our bank information? We closed our bank account.

You’ll need to deactivate the old remit-to account (bank account) and create a new remit-to bank account in order to change your bank information.

Note that your customer will need to approve this information in order to process subsequent invoices.

Please see the following article:

If I change my banking information will that reflect on invoices that I have created already?
If you change your banking information, it will reflect only on invoices created after the change.
How do I set Coupa Accelerate Preferences/ static discount payment terms?
Can you let me know when I will receive payment for my invoice?

If your customer is a Coupa Pay customer, then you’ll receive an email notification or be able to log into the CSP to stay on top of payment updates. 

If your customer isn’t using Coupa Pay to pay you, please reach out to the customer directly to receive an update on your payment.

Coupa Pay Help Center

 

What payment methods can I be paid by if my customer uses Coupa Pay?
How do I set up a Bank Transfer account if my customer uses Coupa Pay?
How do I get paid via Virtual Card if my customer uses Coupa Pay?
How do I view a Digital Check in the CSP?
I received an email saying that I need to do a Service/Timesheet. How can I do this?

You need to contact your customer and ask them to provide you with access to create a service/timesheet. If you have been given access by your customer you will see a grey gear symbol under the actions column of the particular Purchase Order.

Please see the following article for more information:

Where can I learn more about advance shipment notices and shipment tracking?

This needs to be enabled by your customer.

Please read the following article:

I am having an issue with a sourcing event, who do I contact about that?

Here are a few help articles on sourcing:

To help you prepare and successfully participate in these types of sourcing events:

You can always contact the sourcing support team at sourcing.support@coupa.com.

How can I get technical support on non-CSP issues?

Coupa Support does not provide any direct technical support to suppliers.

Please contact your Coupa customer directly for assistance with any other questions/issues not related to CSP.

For any other questions/issues not covered here please contact Supplier Chat Support via the chat window on the Coupa Supplier Portal (CSP).

Frequently Asked Questions

How do I create an account in Coupa?

The following articles explain how to create a Coupa Supplier Portal (CSP) account:

I am trying to register on the system by completing the registration section page, but I haven’t received an email, what should I do?

Please check your spam folder as it may have been sent there. If that does not resolve the issue, please contact Support via the chat window on the Coupa Supplier Portal (CSP) and a member of the team will assist you.

How do I reset my password for my account?

Please use the following link to reset your password for your CSP account. You will need to use the email address that you used to register for your CSP account.

How do I change my email address for my account?

If you need to change the email address for your CSP account, please reach out to your Coupa customer(s). They will need to update your record in Coupa.

Please ask them to do the following

  • Log into their Coupa account and look up your supplier record.
  • Unlink the existing email address on your supplier account.
  • Change the primary email contact to the new email address 
  • Save 
  • Then resend the CSP invitation to the new email address that you have specified.
I am having an issue logging in, what can I try?

1. Ensure you are not using the browsers auto-populating feature to enter username and password.
2. Try in a different browser or incognito mode.

I have a message saying “Unauthorized or Expired account”, what can I do?

Please contact your Coupa customer, and ask them to check the status of your supplier account. 

I want to invoice a customer, but I don’t see them in CSP, how do I add them? or how do I link to a customer?

You need to contact your customer and ask them to send you an invitation link to join Coupa Supplier Portal (CSP).

Please see this article for further details:

I have invited a user to my CSP account, but they cannot see any customers, what should I do?

Please read the following article which explains how to set up a new user account:

Once you have successfully set up a new user, you can edit their profile in the Admin page and select the customer, they need to be connected with.

I cannot invite a user from my company. I get a message that they already exist.

The user may already have registered in the system. You can choose to merge your account with theirs if they show on your merge suggestion list.

Please see the following article for more details:

I registered in the CSP but I cannot select a customer from the dropdown, they show but are greyed out, how do I fix that?

Please contact your Admin user with this request. They can check your permissions on the Admin Page and give access to the customer if required.

How do I un-merge my colleagues' accounts?

Once you have merged accounts, it is not possible to unmerge them.

It says that my profile is only 30% complete. Please let me know what is missing.

Please see the following article on how to create or improve your profile:

 

How do I delete my logo from my Supplier Profile?
You cannot remove the logo at this time, but you can replace it with another image.
I updated my address & company name on my CSP profile but it’s still showing the old company name on an invoice.
Please reach out to your customer who will be able to assist you further.
I am unsure what information is required to complete my profile?

Please refer to this article,

If you have further questions please contact your customer.

How do I submit an invoice or credit memo?

The following link provides information on how to create invoices or credit memos:

I need to add a legal entity, how do I do that?

Click on the help tips below to learn how to add a legal entity

I am trying to create an Invoice from a Purchase Order, and the field is greyed out, how do I resolve that?

Please contact your customer and ask them to allow you to create invoices. Your customer manages these permissions.

Read an overview of the purchase order process.

A short video on Orders in the CSP.

How do I add an image scan or attachment?

Under the image scan, you need to attach a pdf copy of the invoice. The file types that are supported, which are: PNG, GIF, JPG, JPEG, JPEG, TIFF, or PDF. If you are unclear what you need to add as an attachment, please reach out to your customer.

I've submitted an invoice, but I need to edit it. How can I do that?

Once the invoice is submitted, you can not edit/delete/cancel it. You need to contact your customer in this situation.

An error is coming up when I try to submit my invoice, “the linked billing account on the order is inactive”, how do I resolve this?

Please reach out to your customer, and they will be able to advise you further.

How can I edit the information inside the legal entity?

Once the legal entity is created, only the remit-to-address or ship-from-address sections can be removed and re-added without the need to delete and recreate the entire legal entity. If you need to change the invoice-from-address section, you will need to create a new legal entity.

Please see the following article:

How do I void or modify an invoice?
You can’t modify/void an invoice once submitted in Coupa system, as this invoice is currently under review by your customer.

You can get in touch with the customer and ask them to dispute it. This will allow you to edit and resubmit it for approval.

If you do not have your customer’s contact information, then you can leave a comment in Coupa supplier portal on an invoice, which will notify the approver.

How do I create a catalog?

Check out the articles below.

How do I set up a punchout catalog?

Tips on setting up your punchout catalog.

Where do I add banking details for payment?

This help article provides an overview of how to add your bank information in the CSP.

How can I change our bank information? We closed our bank account.

You’ll need to deactivate the old remit-to account (bank account) and create a new remit-to bank account in order to change your bank information.

Note that your customer will need to approve this information in order to process subsequent invoices.

Please see the following article:

If I change my banking information will that reflect on invoices that I have created already?
If you change your banking information, it will reflect only on invoices created after the change.
How do I set Coupa Accelerate Preferences/ static discount payment terms?
Can you let me know when I will receive payment for my invoice?

If your customer is a Coupa Pay customer, then you’ll receive an email notification or be able to log into the CSP to stay on top of payment updates. 

If your customer isn’t using Coupa Pay to pay you, please reach out to the customer directly to receive an update on your payment.

Coupa Pay Help Center

 

What payment methods can I be paid by if my customer uses Coupa Pay?
How do I set up a Bank Transfer account if my customer uses Coupa Pay?
How do I get paid via Virtual Card if my customer uses Coupa Pay?
How do I view a Digital Check in the CSP?
I received an email saying that I need to do a Service/Timesheet. How can I do this?

You need to contact your customer and ask them to provide you with access to create a service/timesheet. If you have been given access by your customer you will see a grey gear symbol under the actions column of the particular Purchase Order.

Please see the following article for more information:

Where can I learn more about advance shipment notices and shipment tracking?

This needs to be enabled by your customer.

Please read the following article:

I am having an issue with a sourcing event, who do I contact about that?

Here are a few help articles on sourcing:

To help you prepare and successfully participate in these types of sourcing events:

You can always contact the sourcing support team at sourcing.support@coupa.com.

How can I get technical support on non-CSP issues?

Coupa Support does not provide any direct technical support to suppliers.

Please contact your Coupa customer directly for assistance with any other questions/issues not related to CSP.

For any other questions/issues not covered here please contact Supplier Chat Support via the chat window on the Coupa Supplier Portal (CSP).