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?

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.

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?
Learn how to perform admin tasks like managing users and merge requests, set up e-invoicing and legal entities, and more in this article.

Be sure to read and agree to the Terms of Use of the Coupa Supplier Portal. Read more about them and where you can find them on your account here.

How can I set the way I receive POs from a specific customer?
Follow the instructions in this article to set how you 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?
Learn how you can use 2-factor authntication on your CSP account here.

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?
Find Coupa Supplier Portal user guides in Chinese and Japanese here.
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 can I view or edit an invoice?
Read this article to learn how you can view and edit invoices that you sent to your customers.
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.

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?

Check out the articles below.

How do I set up a punchout catalog?

Tips on setting up your punchout catalog.

How can I manage the catalogs I have created on my account?

Please see the following articles on managing catalogs:

I need to make a change to a catalog item for a customer. How can I do that?
Find details on creating and editing catalog items in this article.
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?
Where can I check on a payment status?
Find all things related to payments in this guide.
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:

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.

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?
Check this article on how to view announcements from your customers.
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 sourcing.support@coupa.com.  

Please send us the following information in the email:

  1. Your Coupa customer Company’s name (Company’s name that is inviting you to an event);
  2. Event number;
  3. A description of the problem you’re having;
  4. 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?

For any Coupa Supplier Portal (https://supplier.coupahost.com) related questions, you should contact our specialized Supplier Support Team at supplier@coupa.com, or you can use the online chat available at
supplier.coupahost.com .

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?
  1. You will receive an email from the buying organization inviting you to participate in a sourcing event.
  2. Follow the instructions in the email to go to the event.
  3. Accept the Terms and Conditions.
  4. Click on the activated Enter Response button at the bottom of the page to view details of the event.
  5. 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 click on the links below to understand how to open link in Incognito window for each browser:
Google Chrome
Microsoft Edge
Firefox Mozilla
Safari

  • You can also try opening it in a different browser (Edge, Firefox, Safari…) or clear your web browser’s cache and cookies.

You can click on the links below to understand how to clear cache and cookies for each browser:
Google Chrome
Internet Explorer
Firefox Mozilla
Safari

What browsers are supported for Sourcing events?
The recommended browser for Coupa Sourcing is Google Chrome. To see other supported browsers please refer to the documentation for the relevant Coupa release on this link.
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?
If you are locked out of the system due to unsuccessful login attempts you will be able to reset your password for the event, this is the only way to reset your password. Please reach out to Coupa Technical Support if you still need assistance.
Where can I find my login and password?
If you receive an email invitation to participate in a sourcing event you may be required to login to the event. The invitation email will contain your username and instructions on how to create a new login password. Further information can be found in this link .
I need more time to submit my response, what can I do?
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.
What can I do if I submitted an incorrect bid in an Auction?
Please reach out to your Coupa customer via the message board in the event to let them know. They can provide guidance in this situation.
Why can’t I enter my response or a bid?
The event may have ended, you can check that at the top of the event page. Please note you will not be able to enter a response or a bid if the event has ended. We would recommend you reach out to the event manager.
How do I get a confirmation that my response was successfully sent?

When you click on the submit button if the green banner appears on the top event page, this means it was submitted.
The history at the bottom of the event page would indicate the total amount, response name, and the time the response was submitted.

For more detailed information, refer to this link.

How can I avoid losing my data if the browser times out?
Depending on the time needed to complete your response, your browser may time out. To avoid losing your responses, you can enter them offline by using the exported .csv file and then import the file back into the event when you have it completed.

If you decide to fill in your responses online, make sure you save your changes frequently.

How can I add details other than the price for each item?
You can expand the item and you may see additional detail fields where you can add more information.
For more detailed information on submitting your response, refer to this link.
Why can’t I attach a file to a Sourcing Event?

Attachments are limited in size to 250 MB.
Image attachments must be one of these types: PNG, GIF, JPG, JPEG, PJPEG, TIFF, or PDF. If you’re unable to attach or upload a JPEG file in Coupa, change the extension to JPG and try again.

Please note: These types of files can not be attached to Coupa documents: EXE, BAT, COM, SH, DEB, SO, ELF, BIN, RPM, TAR, KO, PY, PHP, MSI, AXF, PRF, or PUFF.

What do I do when the Submit button is grayed out?
If the event owner/creator has made changes to the event, you need to accept changes before you can submit your bid. The checkbox to accept changes is above the Submit button.

For more detailed information on submitting your response, refer to this link.

What happens when an event is being edited?
When the buyer finishes making changes and submits the event, you will receive an online and email notification.

Clicking on the View Event button directs you to the event. When you access the event, you have to accept the changes made by the buyer while entering your response. If you want to upload your response to the revised event using Excel, you have to export the Excel file and import it back with your response.

For more detailed information on submitting your response, refer to this link.

Why do I keep getting reminder emails?
You will receive emails periodically reminding you that an event is about to end. If you intend to submit a response please submit it before the event ends. If you have already submitted your response and you do not need to make any further changes, you can ignore the reminder emails.
What's new in the Coupa Supplier Portal?


We update the Coupa Supplier Portal regularly to give you a better experience and fix issues. These release notes explain what’s new and improved. Each new update includes all the changes from earlier updates. Check the latest improvements here.

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