Here you find answers to frequently asked questions about the osapiens Customer Portal.
Is the Customer Portal free of charge?
Yes. Your supplier provides you with access to the Customer Portal free of charge.
Why do I have separate credentials for different suppliers?
Each supplier has its own Customer Portal with its own URL and credentials. If you receive EUDR data from several suppliers that use osapiens, you receive separate credentials for each supplier.
I have forgotten my password. What can I do?
Contact your supplier. Your supplier can reset your password. You then automatically receive an e-mail with a new password, and any open session is signed out.
I cannot log in. What can I do?
Make sure that you use the link or URL from the invitation e-mail of your supplier.
Check the name and password from the invitation e-mail.
If the problem persists, contact your supplier.
I cannot find an assessment. What can I do?
Check whether filters are active, and remove them to see the complete list.
Check the reference number that you entered.
Ask your supplier whether the assessment has been shared with you and which references are stored in it.
Why is the DDS column empty?
Your supplier can share assessments before the DDS has been submitted. As soon as your supplier has submitted the DDS, the reference number and the verification code appear in the Customer Portal.
What does the status “Error” mean?
The status Error means that the risk check of the assessment is invalid. Please contact your supplier.
The download does not work. What can I do?
Make sure that your browser allows downloads.
Check the available storage space on your device.
Try a different browser if the problem persists.
Who do I contact for questions?
Your supplier is your first point of contact for questions about shared assessments, credentials and references.
Further Information
Related articles: Using the osapiens Customer Portal, Customer Portal – Logging In, Customer Portal – Finding Assessments.