--- title: "FAQ for the General Usage" slug: "faq-for-general-usage" updated: 2026-10-28T10:04:23Z published: 2026-10-28T10:04:23Z canonical: "docs.osapiens.com/faq-for-general-usage" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.osapiens.com/llms.txt > Use this file to discover all available pages before exploring further. # FAQ for the General Usage ![](https://cdn.document360.io/182fa27c-97b2-4266-83c9-983310ca8da9/Images/Documentation/Supplier(1).svg?sv=2026-02-06&spr=https&st=2026-11-05T05%3A45%3A30Z&se=2026-11-05T06%3A45%3A30Z&sr=c&sp=r&sig=k7u1CkT6oH8GPAaBLTiFELVbYGaOBW6fJ9G%2BYpUZ63M%3D) ## Frequently Asked Questions (FAQ) about the General Usage of the osapiens Supplier Portal In this section, we have collected frequently asked questions and the corresponding answers for you. --- ### 1) Access and user management [2 Registration EN](https://player.vimeo.com/video/1087059736?badge=0&autopause=0&player_id=0&app_id=58479;dnt=1) The initial invitation to the Supplier Portal is sent to you by one of your customers. You also have the option of creating additional users for the administration of the portal. ****How do I get access to my Supplier Portal?**** First, a contact person from your company is invited by one of your customers to use the osapiens Supplier Portal by e-mail. This person completes the **registration process**. The invited contact person can then access the Supplier Portal and make initial settings. If the invited contact person is not the right contact person, please inform your customer so that they can update the contact details accordingly. ****How can I work with colleagues from my company to process requests in the Supplier Portal?**** Processing requests in the Supplier Portal can be carried out by several employees of your company. The following conditions apply: - A user can invite other users to their Supplier Account - The invitation creates several users in the organisation of the Supplier Account - Important: The user must invite the employees himself, otherwise the users are not in the same organisation / Supplier Account By inviting additional employees to your Supplier Account, requests can be processed together. User-specific permissions can be adjusted via the user management, with the first user receiving all permissions as an administrator. Further information about the user management can be found here: [Supplier Portal – Organisation Profile](/supplier-portal/docs/en/supplier-portal-organisation-profile). > [!WARNING] > Note > > An overview of all created users within a supplier organisation can be found on the page **ORGANISATION PROFILE** under **USER MANAGEMENT**. Administrators can assign/restrict rights or add new users here. Deleting users or organisations is not possible directly in the Supplier Portal. You can request the deletion of Supplier Account users and Supplier Account organisations via osapiens Support (see FAQ: Is it possible to delete my Supplier Account?). ****What types of permissions are available?**** The **account settings** in the **user profile** determine which permissions the user has. Permissions are bundled into roles. A user can be assigned to multiple roles to grant extended permissions. Examples for user roles: - **Questionnaire manager**: Can edit and complete questionnaires. - **Purchase order manager**: Can answer purchase order requests from the customer: Only relevant in the EUDR context. - **Plot manager**: Can create and manage land plots. Only relevant in the EUDR context. ****Which information requests can be shared within the supplier organisation?**** Questionnaires, purchase order data requests, product information requests, and land plot data requests are shared within the organisation and can be co-edited by authorized users. > [!WARNING] > Note > > To enable the joint processing of questionnaires, product information requests and land plot data requests, the administrator of the organisation or Supplier Account must **allow data sharing**. This functionality can be found by an Administrator in the Supplier Portal either on the page **Organisation profile** on the tab **User management** – there the Administrator has to click on **Edit** for his own user. Or the Administrator clicks on his name or his initials at the upper right and then on **User profile**. There he has to activate the switch **Allow data sharing** and then click on **Save**. > [!NOTE] > Information > > For **purchase order requests**, the regulation via the switch does **not** apply. Instead, all purchase order requests sent to all e-mail addresses of users of a Supplier Account are automatically shared with all other authorized users within the same Supplier Account – independent on the setting of the switch. ****Are all users of the Supplier Portal always informed about open requests?**** No. Your customers can notify you by e-mail for open requests. The e-mail address of the respective contact person stored with a customer is taken into account. Other users can view and process requests - depending on their access permissions - but do not receive a notification by e-mail. If you would like e-mail notifications to be enabled for additional users, please reach out to your customers. Almost all e-mail notifications related to the Supplier Portal are available in all supported languages. E-mails for product data requests and land plot data requests are currently only available in German and English. ****Who is the administrator of my Supplier Account, and can the role be transferred?**** The first user of a Supplier Account is the administrator and receives all permissions. osapiens Support does not transfer the administrator role. The administrator invites new users and assigns their permissions under **ORGANISATION PROFILE** > **USER MANAGEMENT**. In the tab **USER MANAGEMENT** you can see the permissions of every user; administrators are listed with the permission **Administrator**. ****The contact person at my company changed. What do we do?**** Ask your customer to update the contact details and to send a new invitation to the new contact person. Existing users keep their access until they are removed from the organisation by the administrator. Colleagues in your organisation can also be invited by an administrator via **INVITE USER** in the tab **USER MANAGEMENT** or in the user menu at the top right. ****I have two Supplier Accounts for the same company. Can they be merged?**** Deleting and merging accounts is handled by osapiens Support. Create a ticket at [https://supplier-support.osapiens.com/support/home](https://supplier-support.osapiens.com/support/home), name all e-mail addresses and the company, and state which account should remain. ****Is it possible to delete my Supplier Account?**** Deleting users or organisations is not possible directly in the Supplier Portal. You can request the deletion of Supplier Account users and Supplier Account organisations via the osapiens Support team: [https://supplier-support.osapiens.com/support/home](https://supplier-support.osapiens.com/support/home). Please state the e-mail address of the user and the name of your company in the ticket. ****What does “There is already an existing account to your organisation” mean?**** It indicates that a user of your organisation already exists for this invitation. Ask the administrator of your Supplier Account to invite you from within the account. --- ### 2) Exchange of information The goal of the osapiens Supplier Portal is to efficiently exchange information between you and your customers. Your Supplier Portal is directly connected to the osapiens HUB of your customers. The timing and content of the data exchanged are determined by both sides. ****How is information exchanged?**** Your Supplier Portal is directly connected to the osapiens HUB of your customers. The exchange of information is structured on the basis of **requests from your customers**, which you can answer within the Portal. This gives you the opportunity to prepare the information sufficiently and to determine the time of the answer yourself. ****Can the same Supplier Portal be used for multiple customers?**** The use of the Supplier Portal is not limited to a single business partner. You can manage requests from multiple customers from the same Supplier Account. The setup and expansion of access for other customers is always done by an initial invitation by e-mail from your respective customer. Once the invitation has been confirmed, you can respond to requests from different customers through the same access to the Supplier Portal. In this case, the information is transmitted in a customer-specific manner. ****Which features of the Supplier Portal are available?**** Please note that the different ESG regulations may include specific requests. Depending on the type of request, different menu items can therefore be accessible in the Supplier Portal. The user manual explains ESG-specific menu items. We therefore recommend that you focus on the explanations that are relevant for you. ****Can I use the Supplier Portal to manage and convey information on behalf of multiple suppliers?**** The Supplier Portal is not designed to represent several different suppliers within a single Supplier Account. In principle, you will receive the various information, but you can only manage one supplier organisation, and thus only one company, in one Supplier Account. If you need to represent several suppliers and provide information via the Supplier Portal, you must create several supplier organisations / Supplier Accounts. To do this, you need multiple e-mail addresses and supplier organisations. This ensures that you can clearly answer requests for a wide variety of companies. Please note: Since you cannot create a new supplier organisation by yourself, you will need to have a customer invite you to different Supplier Accounts multiple times by sending multiple requests to the different e-mail addresses. ****A questionnaire or request is missing in my Supplier Portal.**** The customer may have sent it to a different e-mail address than the one you used to register. Ask your customer which address is stored for you. If several colleagues work in the same Supplier Account, an administrator must have activated **Allow data sharing** (**ORGANISATION PROFILE** > **USER MANAGEMENT** > **EDIT**). ****I started a questionnaire from an e-mail link without logging in. How do I finish it?**** A questionnaire started via the link can only be completed via the same link. If you want to work on it in the portal, log in with the e-mail address to which the request was sent. ****I need to change a questionnaire or request after I submitted it, denied it, or after the deadline.**** After **COMPLETE**, **DENY** or the end of the deadline you cannot edit the questionnaire or request yourself. Ask the customer who sent it to send it again. ****What does “Confirm transfer” mean when I start a questionnaire?**** Some answers can be pre-filled, for example from a questionnaire you completed earlier or from uploaded certificates. Before you start, the portal asks whether you want to confirm these pre-filled answers. Choose **CONFIRM TRANSFER** to take them over or **DO NOT TRANSFER** to answer yourself. The transfer cannot be undone, and the transferred answers must be explicitly confirmed. ****I did not receive a Purchase Order Request?**** The company that has sent the Purchase Order Request to you can check who accepted the invitation to the Supplier Portal in the osapiens HUB for Supplier Intelligence. Once that has been done, the old Purchase Order could be withdrawn and send again in, for example, the osapiens HUB for EUDR. --- ### 3) Help with the usage [4 Support EN](https://player.vimeo.com/video/1087064057?badge=0&autopause=0&player_id=0&app_id=58479;dnt=1) Various communication channels are available for you to use the osapiens Supplier Portal. In order to provide you with the best possible support for your request, please evaluate which of the communication channels is most suitable. - Supplier Portal Help Center / user manual (you are here): Detailed explanations of the functionalities and processes of the Supplier Portal can be found in the Supplier Portal user manual. In particular, we recommend that you read the step-by-step guide articles for each page in the Supplier Portal, as well as the articles relevant to your specific usage. - Technical support from osapiens: If you have any technical problems using your Supplier Portal, you can contact the osapiens support: [https://supplier-support.osapiens.com/support/home](https://supplier-support.osapiens.com/support/home). - Professional support from your customers: For questions regarding the content of the requests and information of your customers, we ask you to contact your customers directly. ****What is the Supplier Portal Help Center / user manual?**** The Supplier Portal Help Center should be your first point of interest for guidance on how to use the Supplier Portal. The comprehensive guide contains detailed information about the functions, operation and frequently asked questions. The user manual is available online, so you can access it at any time to find answers to your questions. You have the option of viewing different categories via the menu, accessing related articles via quick links or using the search function to find relevant articles. ****How do I contact the osapiens technical support?**** If you have any technical problems using your Supplier Portal, you can contact the osapiens Support via the following link: [https://supplier-support.osapiens.com/support/home](https://supplier-support.osapiens.com/support/home). Please always specify your user and your company in the created ticket, inform osapiens about the technical problem and, if required, attach attachments or screenshots for documentation. Ideally, a short step-by-step description of the steps that you have taken can contribute positively to faster identification. ****How do I contact my customers for professional support?**** Communication with your customers via the Supplier Portal is only possible on the basis of requests or questionnaires. If you have any questions about the content of your requests or other concerns, please contact your contact person at your customers directly via communication channels outside the Supplier Portal. ****Where do I contact osapiens Support as a supplier?**** Use the Supplier Support portal: [https://supplier-support.osapiens.com/support/home](https://supplier-support.osapiens.com/support/home). You do not need to log in. The portal support.osapiens.com is only accessible to existing osapiens customers and cannot be used by suppliers. ****Is my Support portal account the same as my Supplier Portal account?**** No. You do not need an account in the Support portal to create a ticket, and it is separate from your Supplier Portal login. ****What should I include in a support ticket?**** State the e-mail address of your user and the name of your company, describe the problem step by step and attach screenshots. In the user menu at the top right you can use **COPY INFO FOR SUPPORT** and paste the result into your ticket. --- ### 4) Passwords and privacy We use the highest standards to protect your data. ****How can I change my password?**** The possibility to create a new password for the login is available via the login process. Similar to the password recovery process, you can also request a link to create a new password through this option. To do this, select the option **Have you forgotten your password?** in the second step of the login and follow the instructions. A link to reset your password and to choose a new password will then be sent to your e-mail address. ****What do I do if I have forgotten my access data?**** If you have forgotten your password, you have the option of having a new password sent to the e-mail address associated with your user account. To do this, select the option **Have you forgotten your password?** in the second step of the login and follow the instructions. A link to reset your password and choose a new password will then be sent to your e-mail address. If you do not receive an e-mail with the link to create a new password or can no longer remember the e-mail address used for the registration, please contact the osapiens Support via the following link, by creating a new ticket there: [https://supplier-support.osapiens.com/support/home](https://supplier-support.osapiens.com/support/home). ****How is my data protected?**** osapiens uses a variety of technical and organisational measures to protect your personal data in accordance with the GDPR (Art. 32). Osapiens is certified according to ISO 27001 and can demonstrate the highest standards in terms of data protection. The data centers are located in Germany and France (OVH GmbH). ****Who has access to the information that I provide?**** System administrators of the Supplier Portal can manage the user profiles within their own organisation or Supplier Account. Access security is supported via personalized logins and password policies. Access rights are managed via a role-based authorization system, so that only authorized users have access to specific data. At osapiens, only authorized employees have access rights, and they only access data in the event of technical problems and on documented instructions. They are subject to confidentiality obligations and they have restricted access rights. Your customers only have access to the data that you actively share with them, for example in the context of requests or questionnaires. --- ### 5) Registration and login: troubleshooting Here you find help if the registration or the login to the Supplier Portal does not work as expected. ****Which e-mails do I receive when I register?**** Registration consists of three e-mails: the invitation from your customer, an e-mail to confirm your address, and an e-mail with your initial password. Complete all three steps in this order. You can only log in once your account is activated. ****I did not receive one of the e-mails. What can I do?**** Check your spam and quarantine folders first. If your IT department filters e-mails, ask them to allow e-mails from osapiens. The invitation is sent in the name of your customer; the sender is a customer-specific response address at osapiens.com (for example response.@osapiens.com). If the invitation itself is missing, contact your customer: only the customer who invited you can send it again, and the e-mail address stored with the customer must be the one you are checking. ****My invitation link is invalid or has expired.**** An invitation link is personal and can be used once. If it no longer works, ask the customer who invited you to send a new invitation. If you have already completed the registration, log in at the Supplier Portal login page instead of using the link again. ****“Forgot password” does not work for me.**** The password reset is only available for activated accounts. If you have never completed the registration, use the invitation link first. Afterwards use the link **Forgotten your password?** on the login page. ****I see the message that my e-mail address is already registered or that my e-mail provider is not supported.**** If your account already exists, use **Have you forgotten your password?**. If that does not help, contact osapiens Support via [https://supplier-support.osapiens.com/support/home](https://supplier-support.osapiens.com/support/home) and name your e-mail address and company. ****The login still fails although my data is correct.**** Try a private browser window, clear the cache or use another browser. If you use a VPN or a company proxy, switch it off for a test. If the problem remains, create a ticket and attach a screenshot of the error message.