Frequently Asked Questions
Find the answers to your questions on using your Coupa Supplier Portal account.
We want to make it easy to grow your business and effectively engage with your customers on Coupa.
Search for help or choose a category below to find what you need.
How do I create an account in Coupa?
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
- 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.
How to check if I'm connected to a customer and make sure other employees have the right roles and access to the CSP?
Find answers to common admin questions about your CSP account in this article.
Where can I find the main functions for administering my CSP account?
How can I set the way I receive POs from a specific customer?
Please note you can configure your PO delivery method only if your customer allows you to modify your profile.
How can I enable 2-factor authentication on my CSP account?
Note: Coupa allows for customers to require that their suppliers enable two-factor authentication for accessing their data, in which case you have to enable it.
Are there resources about using Coupa Supplier Portal available in other languages?
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?
I updated my address & company name on my CSP profile but it’s still showing the old company name on an invoice.
I am unsure what information is required to complete my profile?
If you have further questions please contact your customer.
How do I submit an invoice or credit memo?
I need to add a legal entity, how do I do that?
I am trying to create an Invoice from a Purchase Order, and the field is greyed out, how do I resolve that?
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 can I view or edit an invoice?
How do I void or modify an invoice?
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.
I need to make a change to a PO before issuing an invoice. How can I do that?
Check this article to learn ho wou can edit purchase orders and purchase order lines.
Is there a way to quickly check orders and invoices that need attention?
Learn how to use the business perfromance tab to view a summary of orders and invoices that may need attention, and useful order, invoice, and delivery time trends.
How do I create a catalog?
How do I set up a punchout catalog?
How can I manage the catalogs I have created on my account?
I need to make a change to a catalog item for a customer. How can I do that?
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?
How do I set Coupa Accelerate Preferences/ static discount payment terms?
Here are a few help articles on Coupa Early Pay Discounts
- How to decide whether to offer Early Pay Discounts
- Benefits of Early Pay Discounts
- How to set up Coupa Static Early Pay Discount preferences
- Watch a video on Coupa Early Pay Discounts in the CSP
You can always send an email to firstname.lastname@example.org.
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.
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?
Where can I check on a payment status?
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 articles 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:
You can always contact the sourcing support team at email@example.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.
I need to customize a view for a customer. How can I do this?
You can change view settings, and specify the settings you want to use for a custom view.
Please see the following article for more information:
Not sure where is the announcement my customer has left for me in the CSP?
Where can I see public sourcing events through Coupa?
Learn how you can access and participate in public sourcing events here.
How do I get Technical Assistance when participating in a sourcing event?
If you are having an issue logging into an event, uploading or submitting a response or any other technical query please reach out to Coupa Support by emailing firstname.lastname@example.org.
Please send us the following information in the email:
- Your Coupa customer Company’s name (Company’s name that is inviting you to an event);
- Event number;
- A description of the problem you’re having;
- A copy of the original invitation email you received (not a screenshot).
If you have questions about the event content, timelines, or other non-technical issues, please use the Online Message Board to communicate with your customer. It’s located in the bottom left-hand corner of every screen in the online event. Coupa Support will not be able to answer questions about the sourcing event details.
How do I get support to Coupa Supplier Portal (CSP) issues?
How do I contact my Coupa Customer / Event Organizer?
Please use the Online Message Board to communicate with your Coupa customer. It’s located in the bottom left-hand corner of every screen in the online event .
Alternatively, you can contact your Coupa customer by replying directly to the email invite you received. Even though the email invitation is a “Do not reply email” the event organizer will still receive it.
How can I access a sourcing event?
You do not need to have a Coupa or a Coupa Supplier Portal (CSP) account to take part in sourcing events. You can access a sourcing event directly from the email invitation sent to you by your Coupa Customer.
Your Coupa customer (buyer) may require you to have an account and sign in to view sourcing events. In this case, you will receive an email the first time you are invited to an event. This email contains your username (your email) and a link to set up your password.
For more detailed information refer to this link.
How do I participate in a sourcing event?
- You will receive an email from the buying organization inviting you to participate in a sourcing event.
- Follow the instructions in the email to go to the event.
- Accept the Terms and Conditions.
- Click on the activated Enter Response button at the bottom of the page to view details of the event.
- Click on the My Response tab.
For more detailed information refer to this link.
I am getting a Permission error, what is wrong?
Usually, this error happens because you are opening your Coupa Supplier Portal (CSP) and the Sourcing Event on the same browser. In order to open the event successfully, please try the following steps:
- Right-click on the “View Event” button, then click on “Open link in the incognito window”
- Alternatively, you can right-click on the “View Event” button, then click on “Copy link address” and paste the URL in an Incognito window of your web browser.
- You can also try opening it in a different browser (Edge, Firefox, Safari…) or clear your web browser’s cache and cookies.
What browsers are supported for Sourcing events?
I am getting an error message “account suspended temporarily” how can I fix this?
If you are getting the error message “Due to unsuccessful login attempts, your user account has been suspended temporarily. Your company’s Coupa administrator can unlock the account.”
If you enter an incorrect password several times, your account will lock. To resolve this issue you need to contact your customer who sent you the event invitation. You can contact them by replying to the email invite that you received for the event. Please provide the error message that you are receiving in the email.
How can I reset my password?
Where can I find my login and password?
I need more time to submit my response, what can I do?
What can I do if I submitted an incorrect bid in an Auction?
Why can’t I enter my response or a bid?
For any other questions/issues not covered here please contact Supplier Chat Support via the chat window on the Coupa Supplier Portal (CSP).