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  • Last edited on: 06 November 2024
What can we help you find? Products Coupa Product Documentation Supplier Resources For Suppliers Core Supplier Onboarding Get Started with the CSP Get Help Getting Started FAQ

Getting Started FAQ

Find answers to questions about getting help with the CSP.

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How the CSP works

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.

Getting help

How do I contact Coupa for help using the CSP?

For Supplier support, please visit the Coupa Suppliers site, where you can find the Supplier Help Center and frequently asked questions.

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.

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.

What resources can I use to get help?

There are several resources you can reach out to for help in Coupa:

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.

Note

This is not a chat option for communicating with your customers.

  1. Click Chat with Coupa Support in the bottom right corner of the Coupa Supplier Portal page to launch the chat.

    CSP_login_page_support_request_r31.png

    Note

    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 in the form: first name, last name, and email address are required. Phone number is optional.  To include the mandatory Issue Related To, select the best-fit or general category from the dropdown menu. 

    Tip

    If you are logged in to the CSP, your contact information is pre-populated, but you can modify it.

    Screenshot of the chat modal. Includes a header that reads "Chat with Coupa Support" a a simple form with fields described by the paragraph above. Name, last name, email and Issue Related To fields are maked as mandatory.
    Note

    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.

  3. Start chatting with the support agent.

    Screenshot of the chat modal. The modal's header is the name of the agent, and at the bottom left there is a three line icon (menu icon) next to the input field to chat.

    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.

    Tip

    After the chat ends, you can save the transcript by selecting the menu icon at the left of the text input field, and click on Save Transcript.

Note

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 persists 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.

Compass, Training webinars and 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.

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

CSP_help_menu_r30.png

Multi-Factor Authentication

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.

Note

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.

Connecting to customers

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.

Managing users

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.

Note

Some PO notifications from customers are not generated by the CSP, so you can't turn those off. Contact your customer if you don't want to receive those notifications.

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.

Setup

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.

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