The Coupa Supplier Portal (CSP) is a free tool for suppliers to easily do business with their customers who use Coupa. The CSP makes managing customers and transactions easy. As a supplier, you can manage content and settings on a customer-by-customer basis.

To learn more about all the advantages of Coupa and the CSP, see Getting Started with the Coupa Supplier Portal.  

Help channels

Any questions regarding the Customer/Supplier relationship, processes, request/invoice/payment status, and so on, cannot be addressed by Coupa Support and must be directed to the Coupa Customer.

To better understand when to reach out to your Customer Supplier Support and when to contact the Coupa Supplier Support, see the following table: 

Topics/issues for which a supplier should contact the Customer	Topics/issues for which a supplier should contact Coupa supplier support
1. Vendor information record update (vendor name, Tax ID, address, email, etc.)	1. Account Registration and Login - OTP issues, Tax Registration Issues, Invalid Email address, Password Reset
2. SIM form (how to complete, missing SIM form)	2. MFA issues - OTP issues, Disabling MFA, etc.
3. Unlink existing user, update supplier email, link new contact (when existing contact is incorrect)	3. Adding a customer to the CSP account
4. Enabling Invoice creation (missing Create Invoice button in CSP)	4. Unable to access the linked Customer in CSP (customer name is greyed out)
5. Enabling Non-PO invoicing (if applicable)	5. Connection Requests and resetting the customer search attempts
6. Sending CSP invitation when supplier connection request is disabled in Coupa	6. Activate user account (when Deactivated due to inactivity for 180 days)
7. Missing PO or PO lines	7. Creating invoices, partial invoices, and credit notes for invoices
8. PO update	8. Creating catalog / Uploading catalog file
9. Unpaid invoice / Overdue payment	9. Legal Entity and Payment Method setup
10. Sourcing events (Suppliers do not access sourcing events in CSP but in a separate portal)	10. Basic help with Information Request Form
11. Missing buyer Tax ID error on the CSP invoice (The buyer Tax ID should be added to the CoA)	11. Adding new users to account
12. In all other cases when advised by the Coupa support team	12. Merging CSP accounts
	13. Delete CSP account under GDPR policy
	14. Security incidents - CSP Account Hacked
	15. Errors/bugs including "Unauthorized or expired account” message and unable to select legal entity when creating an invoice
	16. Help with Subscription-based Programs (Verified, Advanced, etc.)
	17. Creating Custom Views and Exporting Reports
	18. cXML and Punchout Catalog Troubleshooting (Available only to suppliers with Premium Supplier Support)

The CSP  offers several options to assist users, including: 

• The Supplier Help Center
• Chat
• Help Tour
• Online Help and Training Webinars
• Contact Coupa Support and Premium Support

Find more detailed information about each option below: 

Chat

Whether you are logged in to the CSP or not, you can chat with Coupa Support to get a quick response or resolution to your case.

For any technical or functional support-related questions not answered in the Supplier Help Center, Suppliers can chat with an agent 24x5 through the chat box on the Coupa Supplier Portal (supplier.coupahost.com), or email supplier@coupa.com.

1. Click Chat with Coupa Support in the bottom right corner of the page to launch the chat.
   • If all the support agents are offline or busy, you can Send a support request through an offline form in the same chat window.
2. Provide your contact information: first name, last name, email address, and phone number (optional).
   • If you are logged in to the CSP, your contact information is pre-populated, but you can modify it.
3. Start chatting with the support agent.
   • If the support agent asks you to send a file, a paperclip icon appears on the left of the field where you type your message.
   • If no support agent is available, you also need to provide the subject of your request and a detailed issue description, after which you can see a confirmation that your case was submitted and logged. A support agent contacts you as soon as they are available.
     
   • After the chat ends, you can save the transcript.
   • Your account and login information is not stored and support agents cannot log in to your CSP. However, information provided in the chat is logged, so do not provide unnecessary personal information.

When you browse, the chat window will stay on all the pages except for your Public Profile page, and you can minimize it by clicking on the opposite arrows icon in the top left corner.

The chat is available also when accessing the CSP from a mobile device.

Help Tour

When you log in for the first time, you are greeted by the Help Tour (welcome tour) on the Home screen. Click on the Help link in the top right corner of the page to view the Help Tour any time.

Online Help and Training Webinars

You can also use the Training Webinars and Online Help links to learn more about the CSP. 

1. Log in to the CSP.
2. Select the HELP option on the top right corner of the window. 
   This shows a list of options. 
3. Select Training Webinars. 

Contact Coupa Support and Premium Suport

You can also Upgrade to Premium Support! Our team of dedicated experts is ready to provide you with priority assistance, personalized solutions, and rapid issue response. As a supplier, you can select one of 3 Premium Support tiers, all of which include Zoom support available 24 hours a day, 5 days a week.

Tier	Service coverage
Essentials	The core Premium Support is now named Essentials.  Annual support: 6 hours per organization Topics covered in this tier: Account setup Customer connections Invoicing Purchase orders Account merge requests
Growth	Annual support: 12 hours per organization Topics covered in this tier: All the topics from the Essentials tier Troubleshooting for existing cXML, SFTP, and punchout catalog integrations Troubleshooting for existing QuickBooks or NetSuite integrations
Strategic	Only suppliers with at least two customers are eligible. Annual support: 240 hours per organization Topics covered in this tier: All the topics from both the Essentials and Growth tiers Account governance and reporting New feature guidance This tier also includes a dedicated Account Manager or Technical Resource depending on the needs of the supplier's organization and custom service level agreements (SLAs) for issue resolution.

When you subscribe to your preferred tied, a link appears in the Premium Support Subscription information section when all your allocated support hours are used. If you want to, you can purchase additional hours, and not necessarily wait for the current subscription to expire.

Frequently Asked Questions (FAQ)

Where can I find information about integrating with Coupa?

For more information, see Suppliers.

If I use the CSP, who pays me?

Your customer, who uses Coupa, is still responsible for paying you directly. Coupa does not pay suppliers on behalf of buyers.

Is the information in the CSP archived?

No, the information in the CSP is not archived, but you can access it as long as you have a CSP account.

How do I enable MFA authentication?

After logging in to the CSP, go to Account Settings under your login name in the top right of the page to enable multi-factor authentication. For more information, see  Manage Multi-Factor Authentication.

How can I disable Multi-Factor Authentication (MFA)?

You need to contact Coupa supplier support team to disable Multi-Factor Authentication as you need to sign the declaration form and give any 2 consents from 2 legitimate co-workers.
If you disable Multi-Factor Authentication, you might not have access to your customers' information if they decided to request you to use this additional form of authentication.

How do I connect with my customer?

Contact your customer and send your login email. 

You can create an account in the CSP either by using a link from a customer or a supplier that invited you. Another way is to register without an invitation.

• If you register with the link you received, you are automatically linked to your customer.
• If you register without the link, your customer needs to connect with you by changing the Primary Contact email on their supplier record and by inviting you, which automatically gets you linked.

The customer can also find you in the Supplier Portal Directory and connect with you from there. To prevent soliciting and spamming, you can request to connect with your customers, but you only have five attempts by customer.

For more information, see Register for the CSP.

How do I know that I'm connected to my customer?

Once you're signed in to the CSP, scroll down. On the bottom right of the page, you can see your Linked Customers.

What do I do if I am connected to a customer in Coupa and a new customer also wants to connect?

If the customer uses Coupa Release 18, they can find you in their Coupa Supplier Portal Directory and add a connection to you.

Also, you can provide your new Coupa customer with the same email address that you use to connect to your other Coupa customer(s). When your new customer has that email address, they need to send you an email invite to join. Once you confirm the new connection request, you are connected to your new customer and your previous customers.

Where's the tab for my customer?

Once you're signed in to the CSP, if you don't have a tab for your customer, it's probably because you registered for the CSP using a different email address than the customer used for the invite. Ask your customer to send another invite using the address you registered with.

How do I add an employee?

To add an employee to your account, follow the next steps:

1. Log in to the CSP and select the Setup tab.
2. Click on the Admin tab just below the main navigation bar. 
3. Select the Users option on the left menu. 
4. Click on the Invite User button.
5. Provide the required information in the window that opens.
6. Select the Send Invitation button.

Why do I receive notifications if my notification preferences are turned off?

Log in to the CSP to check if the notifications are turned off. If they are turned off, contact your Coupa customer to open a ticket with Coupa support.

Why can't I access POs/invoices?

On the main menu, click on the Admin tab and check if you have access to the right roles and customers. If you have access but do not have the right roles or customers, add them. If you do not have access, ask your admin to give you access to the right roles or customers.

How do I update my banking information for direct deposits?

You can enter your bank details by following the next steps:

1. Log in to the CSP and select the Setup tab.
2. Click on the Admin tab just below the main navigation bar. 
3. Select the Users option on the left menu. 
4. Select the Legal entity Setup option or the under Remit-To option. 
5. Follow the instructions on the screen.

You can also enter your bank details in SIM as well, which is created and issued by your customers.

Where can I find payment information?

If your customer provided payment information, you can find it on the invoice.