The link in the address bar determines which solution applies to a login problem. A /Client/ link refers to a username and password, /Supplier/ to the Supplier Portal, and ClientLogin to Single Sign-On. The Help Centre has a separate account.

Resolving login problems

1. Purpose of this guide

This guide describes how login problems can be resolved in Contract Management, Vendor Management, Spend Management, Source to Contract and the Supplier Portal. Which solution applies depends on the link in the address bar.

2. Determining the right solution

First determine which link is being used and then follow the corresponding section.

3. Logging in with a username and password

If the link starts with https://XX.vendorlink.nl/Client/, a username and password are used to log in. These may only apply to this application and may differ from the login details for Windows or the corporate environment.

Check and try the following:

• Check whether the user is active in the environment and has not been archived.
• Have a password reset carried out. If no email arrives, not even in the junk email folder, there is almost certainly an issue with the user account.
• If Forced SSO is enabled for the user or via the profile, logging in via this link is not possible. In that case, use https://XX.vendorlink.nl/Client/ClientLogin?XXX.

3.1 Checking the user status

Go to:
Admin > General settings > Users > User management

Check the Users, API-only users and Supplier Portal users tabs. Move the slider to the right on Archived to view archived users.

3.2 Checking roles

Open the user's details card via the admin overview. The active roles can be viewed under the Roles tab on the right.

4. Logging in to the Supplier Portal

If the link starts with https://XX.vendorlink.nl/Supplier/, this should be resolved together with the supplier. Check the following:

• Is the correct link being used? It must contain the correct server (XX) and SupplierPortal, for example https://XX.vendorlink.nl/SupplierPortal/.
• Has a password reset already been attempted, where applicable?
• Is the supplier's email address personal to them? General email addresses can cause verification problems.
• Does the contact person appear only once for the supplier?

4.1 Checking for duplicate contact persons

Go to:
Vendors

Find the relevant supplier and open the contact persons. An email address may appear only once in this overview. One contact person may have multiple contact types.

4.2 Resolving a duplicate contact person

If the same email address appears multiple times, resolve this by following these steps:

1. Update one of the duplicate contact persons so that it contains all contact types and is otherwise complete.
2. For all duplicate contact persons, set the In Supplier Portal option to No.
3. Delete the records of the duplicate contact persons that do not contain all contact types.
4. Go to the Supplier Portal users section and delete all entries for the relevant user.
5. At the top, set the user's In Supplier Portal option to Yes.
6. At the bottom, check whether the user is visible under Supplier Portal users.

5. Logging in via Single Sign-On

If the link starts with https://XX.vendorlink.nl/Client/ClientLogin?XXX, login takes place via Single Sign-On (SSO). This connects to the organisation's Active Directory, where it is validated whether the user is permitted to log in.

In the event of a login problem, first consult the IT department. Ask them to check:

• Is the user in the correct security group?
• Are the certificates and app registrations still active? This is relevant when nobody can log in via SSO.

6. Logging in to the Help Centre

If the link starts with https://helpcenter.ispnext.com/, it concerns the Help Centre. Direct login via Single Sign-On from one of the modules is no longer possible. The Help Centre requires its own username and password; the username is the email address. These details are not always the same as those for the module environment.

Only registered key users have access to the Help Centre. If a ticket has previously been created, a password can still be set via password reset.

7. Summary

• The link in the address bar determines which login method and solution apply.
• /Client/ - username and password; check the user status, password reset and Forced SSO.
• /Supplier/ - Supplier Portal; check the link, email address and duplicate contact persons.
• /ClientLogin?XXX - Single Sign-On; consult the IT department about the security group and certificates.
• helpcenter.ispnext.com - separate account for registered key users; password reset is possible if a ticket has previously been created.

This guide provides general troubleshooting advice for ISPnext customers. The exact setup, permissions and configuration may differ between environments. Involve an implementation consultant where necessary.