What should I do if I forget my password?
If you forget your password, click on the Forgot Password link on the login screen and follow the prompts. Coupa will send you an email with a link to create a new password. The password email sometimes gets flagged as spam so be sure to check your spam and junk folders for the email.

If you do not receive the email, open a private or incognito browser window and complete the following steps:

1. Go to https://supplier.coupahost.com/forgot_password.
2. Enter your email address.
3. Complete the reCAPTCHA verification by selecting the checkbox and answering the prompts.
4. Check your inbox for an email that includes instructions to reset your password.
   If the email still doesn't arrive, the account might be inactive. Email the Supplier Care Team at supplier@coupa.com for assistance.

I created a user account and a business account (also known as a profile) for my company without realizing that my company already has a business account in the CSP. What should I do?
Send a merge request to connect the business account you created to your company’s existing business account. Refer to the topic “To merge accounts” in Manage Merge Requests.

I am the administrator for my company’s business account. However, my email address has changed. What should I do?
The email address that you use to log into the Coupa Supplier Portal cannot be changed. However, if you have not already registered your new email address with a Coupa supplier account, you can add a new user account with your new email address.

If you have already registered your new email address with a Coupa supplier account, send a merge request to connect your new email address to your company’s existing business account. Refer to the topic “To merge accounts” in Manage Merge Requests.

I'm the administrator for my company's account, how do I add a user (employee)?
To add a user, complete the instructions in the topic “Admin Users” in Manage Users. After you complete the step to display the Users screen, choose the option, Invite User, and complete the required information.

I'm the administrator for my company's account, how do I remove a user?
To remove a user, you must deactivate and delete the user's account. Refer to the topic “Deactivate and reactivate users” and "Delete users" in Manage Users.

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)?
Before you disable multi-factor authentication, remember that it is a key security feature; disabling it renders your acccount vulnerable to fraudsters. Additionally, some customers require you to have MFA enabled to access their information.

If you are considering disabling MFA due to issues with the MFA method you chose, consider switching MFA methods instead.

I'm a Coupa Supplier Portal user. How can I reset Multi-Factor Authentication (MFA) if I lost my phone or am otherwise unable to generate a verification code?
Ask an administrator user at your company to disable MFA for your account.

Where do I find my PO number? 
Open the Purchase Order for which you want to view the PO number. Refer to the topic “How to see purchase orders in the CSP” in View and Manage POs if you need instructions.

If you cannot find the purchase order you’re looking for and if you have multiple accounts, verify that you have selected the correct customer in Select Customer dropdown menu in the top right corner.

If you still cannot find the purchase order you’re looking for, check with the customer to verify that they have issued the PO and have sent the PO to the correct email address.

How do I download or print my PO?
For instructions to print Purchase Orders, refer to the topic “How to Print POs” in View and Manage POs.

What should I do if the PO amount doesn't match my invoice?
Do not try to force the invoice through; most customers will reject it. Instead, use the comments section at the bottom of the invoice page to send a message to your customer to request a Change Order (CO) to increase the PO amount.  After the customer approves the revision, you can process the invoice.

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.

Where can I find the status of my payment?
Complete the following steps to find the status of your payment:

1. In the Coupa Supplier Portal, click on the Invoices tab in the main menu at the top of the page.
2. Select Payment Information from the View drop down menu.
   The displayed view shows payment details such as payment number, date, and payment amount including currency.
   Notes:
   1. This view only displays payment information if the invoice is approved. If the invoice status is Draft, Voided, Disputed, or Abandoned, the payment details will not display because the invoice has not been approved by the customer. For more information about invoice status, refer to View and Manage Invoices.
   2. If your customer pays you with Coupa Payments, you might see additional payment details on the Payments tab.
   3. Your customer might add additional information when they mark the invoice as paid. To see additional information, find the row that contains the invoice for which you want to check the status. Look at the notes column. If the status is paid, your customer might have included the payment reference number, payment method, date, and amount.

The status of my invoice is Approved. Why haven't I been paid yet?
Approved means the buyer has accepted the goods/services. Payment Terms determine when payments are made. For example, the payment terms might specify that payments are made within 45 days of invoice approval. Check the Due Date on the invoice to see when the funds are scheduled to be released. For more information, refer to View and Manage Payments.

What does the "Payment Date" mean?
Payment Date is the date that the buyer sent the payment instruction to the bank. It is not the date when the funds transfer into your account. Most ACH and wire payments require 3-5 business day to clear the bank.

For information about other columns on the Invoice Payments screen, refer to the topic “Invoice Payments (Single Customer)” in View and Manage Payments.

Why was my invoice voided or disputed?
Customers can void or dispute an invoice for many reasons; however, the most common reasons are that the invoice contains information that the customer does not agree to, needs clarification on, or believes to be incorrect.

When a customer voids or disputes an invoice, the system requires them to leave a reason. To locate the reason your customer voided or disputed an invoice, open the invoice and look for the Comments or History section at the bottom of the invoice. Some example reasons your customer might indicate are "wrong PO number" or "price mismatch".

If your customer disputes your invoice, you can edit the invoice and then resubmit the invoice with your corrections by clicking on the invoice number and then clicking on the correct invoice. Some customers might ask you to create a credit note. Refer to View and Manage Invoices for information.

If your customer voids or abandons your invoice, you cannot edit it. Instead, you must create and submit a new invoice with the correct information.
Note: You cannot edit invoices with Pending Approval status. Use the comments section at the bottom of the invoice page to send a message to your customer to ask them to void or dispute the invoice so that you can take corrective action.

For more information about voided and disputed invoices, refer to View and Manage Invoices.

How do I delete an invoice I sent by mistake?
You can only delete invoices in Draft status. To delete an invoice with Draft status, complete the following steps:

1. In the Coupa Supplier Portal, click on the Invoices tab in the main menu at the top of the page.
2. Find and open the invoice you want to delete.
3. Scroll to the bottom of the invoice and click Delete.

If the status of the invoice is Pending Approval, you cannot delete it. Use the comments section at the bottom of the invoice page to send a message to your customer to ask them to void or dispute the invoice so that you can take corrective action.

For more information about editing, voiding, or deleting invoices, refer to the Invoices FAQ.

How do I create a Credit Note?
There are two ways to create a credit note:

1. If you need to correct a specific invoice, complete the following steps:
   1. Click on the Invoices tab in the main menu at the top of the page.
   2. Click on the Create Credit Note tab.
   3. Select the invoice number you want to correct.
   4. Select one of the radio buttons to cancel the invoice completely or create a partial credit note.
2. If you need to create a standalone credit note, complete the following steps:
   1. Click on the Invoices tab in the main menu at the top of the page.
   2. Click Invoice to create a new invoice.
   3. In the new invoice, specify negative quantities or negative prices for the items in the invoice.
      Note: If your customer uses compliant invoicing, you won't be able to create a negative invoice.
   4. Click Submit. The CSP will automatically create a credit note for the invoice. do what?
      Note: Some customers do not accept credit notes. Use the comments fields at the bottom of the invoice to ask your customer to enable you to create a credit note or ask them to create a credit note for you.

For more information about credit notes, refer to the topic, "Create a credit note" in Create or Edit an Invoice.

How do I update my Remit to address or change my bank Information?

If your payment method is a Remit to address, complete the following steps:

1. Go to the Business Profile tab and click Legal entities. 
2. Click on the legal entity name that is linked to the Remit to address you want to change.
3. Under Remit to, click Manage.
4. Click on the gear icon to edit the current address or add a new address by clicking Add new.
5. Complete the required fields and click Save.

6. Determine how your customer accepts new bank information. Some customers include a form on the Profiles tab that you can use to send your customer your newly added remit to or banking information. However, if your customer does not have a form or does not use Coupa Pay for payments, you should contact your customer to ask what their process is for accepting new payment information.
   Note: If you do not send your new remit to or bank information to your customer through a form or through their process, you can still use the new remit to or bank information on invoices; however, most customers will not be able to pay to the new account.

If your payment method is not a Remit to address, complete the following steps:

1. Go to the Business Profile tab, and click Payment Methods.
   By default, the table shows only active payment methods.
2. Click Edit Payment Method in the Actions column next to the payment method you want to modify.
   After you submit the updated payment method information, a new payment method is created,  and the original account is deactivated.
3. Click Save.

Notes:
1. Changing your bank information requires you to have enabled multi-factor authentication.
2. You might be required to upload documented proof of your account with that bank document. Proof documents include voided checks or bank letters. Your change often goes into Pending Review status until the customer approves it.
3. Don't forget to share your updated remit to information with your customer. Refer to the topic, "Share a payment method with a customer" in View and Manage Payment Methods Information (Previously Remit-To).

How do I link a new customer to my account?
You can link a new customer to your account in either of the folowing ways:

• By invitation - Ask your customer to send you an invitation to join the Coupa Supplier Portal.
  Use the link included in the invitation to log in, and your account will be automatically linked to that customer.
• By sending a connection request - Log in to the Coupa Supplier Portal and send a connection request by completing the steps in the topic "View connection requests and suggestions" in View and Manage Connections.

How do I know if I'm connected to my customer?
Log in to the CSP and scroll to the bottom of the screen. On the home screen, you can find a list of your currently linked customer under the Recent activity section.

What do I do if I am connected to a customer in Coupa and a new customer also wants to connect?
Tell the new customer what email address you're using in the Coupa Supplier Portal and ask them to send an invitation. 

I've connected to my customer; why don't I see a tab for that customer?
If you are logged in to the CSP and do not see a tab for your customer, the customer was probably not properly linked to your account. Ask your customer to send another invitation to the email address you registered with.

How do I stop receiving so many emails?
Complete the following steps to manage your email notifications:

1. In the Coupa Supplier Portal, click Account Settings > Notification Preferences.
2. Uncheck the boxes for the notifications that you do not want to receive.
   Notes:
   1. Coupa recommends that you keep Dispute/Comment notifications enabled so you don't miss rejections.
   2. Some notifications are generated directly from the customer's instance. If you're receiving notifications you don't want to receive and those notifications are not available to uncheck on the Notification Preferences page, contact your customer and ask them to stop those notifications.
3. Click Save.

What do I do if I get an error when I upload my invoice file?
Verify that the CSP supports the file format of your invoice. PDF, PNG, and JPG are preferred formats; however, you can find other formats listed with the question “What types of files can I attach to an invoice?” in the Invoices FAQ.
Notes:

• If you use the option to upload a CSV/Excel file, verify that you haven't altered the header columns.
• The value for Date Format must match the customer's locale. For example, some regions use the format MM/DD/YYYY and others use the format DD/MM/YYYY.

If you need help with a topic or issue in the following list, you should contact your Customer.

• Purchase Order assistance such as:
  • missing PO or PO lines
  • PO update
• Invoice assistance such as:
  • enabling Invoice creation (when the Create Invoice button is missing in the CSP)
  • enabling Non-PO invoicing (if applicable)
  • unpaid invoices
  • missing buyer Tax ID error on the CSP invoice
  • current status after the invoice has been submitted but not yet paid
• Vendor information record updates such as:
  • vendor name
  • tax ID
  • address
  • email
• SIM form assistance such as:
  • completing the form
  • missing form
• Connections such as:
  • unlinking an existing user
  • linking a new contact (when existing contact is incorrect)
• Changes to payment terms
• Updating the email address for new purchase orders or remittance notifications
• Notifying the customer when your account administrator leaves your organization and the account is no longer accessible
• Assistance with overdue payments
• Sending CSP invitation when supplier connection request is disabled in Coupa
• Sourcing events

If you need help with a topic or issue in the following list, you should contact Coupa Supplier Support.

• Account registration issues such as:
  • OTP
  • tax registration
  • invalid email address
• Multi-factor authentication issues such as:
  • OTP
  • disabling multi-factor authentication
• CSP account assistance such as:
  • adding a customer
  • inability to access a linked customer / customer name is greyed out
  • reactivating a user account due to inactivity
  • password reset email did not arrive
  • hacked account
  • deleting the CSP account under General Data Protection Regulation policy
• Invoice assistance such as:
  • creating invoices and partial invoices
  • inability to select legal entity during creation
• Catalog assistance such as:
  • creating a catalog
  • uploading a catalog file
• Setup assistance for:
  • legal entities
  • payment methods
• Assistance with the following queries:
  • Invite new user
  • Merge CSP account
  • Customer setup tab
• Creating custom views
• Exporting reports
• Errors and bugs including the "Unauthorized or expired account” message
• Connection requests and resetting customer search attempts
• Information request form assistance
• Assistance with subscription-based programs such as Verified and Advanced
• Troubleshooting cXML and Punchout Catalog issues (Note: Only available to suppliers with a subscription to Premium Supplier Support.)