Answers to the questions people ask most, and fixes for the things that most often trip people up. If your question isn't here, use the search box above or email hello@suppliervault.co.uk.
Signing up and signing in
I didn't get the confirmation email
Check your junk or spam folder, and that you typed your work email correctly. If you see "Too many emails were sent just now", wait a few minutes before trying again. You can open the link on any device. If it has expired, try to sign in and use Send the confirmation email again. Some company email systems hold messages from new senders for a while, so ask your IT team to check quarantine if nothing arrives.
It says "Please confirm your email first"
You need to click the link in the confirmation email before you can sign in. Look for an email from SupplierVault, including in junk.
I've forgotten my password
On the sign-in screen click Forgotten your password?, enter your email and click Send reset link. Open the link and choose a new password of at least 8 characters.
"That email and password don't match"
Check for typos and Caps Lock, or reset your password. If you were invited by a colleague, make sure you created your account with the exact email address they invited.
Can we sign in with Microsoft 365, Google or single sign-on?
Yes for Microsoft 365 and Google: select Continue with Microsoft or Continue with Google, and admins can require company sign-in for everyone and lock it to your own Microsoft tenant or Google Workspace domain. SAML single sign-on for other providers, such as Okta, isn't available yet; tell us at hello@suppliervault.co.uk if you need it. On the Enterprise plan, Microsoft Entra ID or Okta can add and remove people for you: see Add and remove people automatically. See Sign in with Microsoft or Google.
My two-step code doesn't work
"That code didn't work. Check the time on your phone and try the newest code." Authenticator codes depend on your phone's clock being right, so set it to update automatically, then use the newest code.
I've lost the phone with my authenticator app
There are no backup codes, and admins can't reset someone else's two-step sign-in from the app. Email hello@suppliervault.co.uk from your work address and we'll help you get back in once we've confirmed who you are.
"Your organisation's IT team needs to approve SupplierVault in Microsoft"
Many Microsoft 365 organisations only let staff sign in to new apps once IT has approved them. Your IT admin approves SupplierVault once for everyone (in Microsoft Entra, under Enterprise applications). Until then, sign in with your email and a password. See Sign in with Microsoft or Google.
"Sign in with your work account"
Your organisation has switched on company sign-in only. Click Sign in with Microsoft or Sign in with Google and use the account for the same email address.
I signed in with Microsoft but I'm asked to create an organisation
You're signed in, but not with the email you were invited with, or Microsoft didn't confirm your email address. Check the email shown, sign out, and sign in with the invited address. If it still happens, ask your IT team whether your Microsoft account shares a verified email address, or sign up with a password using the invited email.
The reset link says it has expired
Reset links last an hour and work once. Request a new one from Forgotten your password? and use the newest email.
Your team
I invited a colleague but they didn't get an email
Ask them to check junk and quarantine first: company email systems sometimes hold messages from new senders. On the Team tab, the invitation shows when it was emailed, or "Email not sent" with the reason. Click Email again, or Copy link and send the link to them yourself. They must sign in or sign up with the same email address you invited.
My colleague signed up but can't see our organisation
Check that the email they signed up with exactly matches the invitation (see "Waiting to join" on the Team tab), and that they've confirmed their email. Then ask them to sign out and sign in again.
What's the difference between Admin, Editor, View only and Auditor?
Editors can add and change suppliers, tasks, invoices and other records. View-only people can look but not change anything. Auditors are view-only too, but their access ends on a date you set, and everything they open is recorded in the access log. Admins can also change settings, invite people, set roles and areas, download all data, create API keys and close the organisation. Admins can also create custom roles that only allow certain changes, such as payments or purchase requests. Full table: Account, team and security.
Why does it say "Your sign-in isn't linked to a stakeholder yet"?
Approvals and sign-offs are recorded against a named person on the Stakeholders page. Editors and admins get one automatically when they first sign in, matched by email. If it's missing, add yourself on Stakeholders with your sign-in email, or ask an admin.
Someone who signs off is on holiday
They (or an admin) can select Cover while away on their row on the Stakeholders page and choose a colleague and dates, up to 6 months. The colleague then gives their sign-offs on their behalf: purchase requests, supplier go-live and releasing payments after a change of bank details. See Cover while you're away.
Can our IT team add and remove people for us?
Yes, on the Enterprise plan, if you use Microsoft Entra ID or Okta. New joiners are added and leavers lose access straight away. Google Workspace can't do this for apps like SupplierVault, so use Company sign-in only instead. See Add and remove people automatically.
Someone left but still shows in the Team tab
If you use automatic syncing, check they're switched off or unassigned in Entra ID or Okta, and look for errors in its provisioning logs. The last admin and the person who created the organisation are never removed this way: remove them yourself in Account › Team after making someone else an admin. See Add and remove people automatically.
"Your role (…) can't change …"
You have a custom role that doesn't include that kind of change. Ask an admin to add the permission or change your role. See Custom roles.
Who gets automatic tasks?
The first person in the right team on the Stakeholders page, unless Settings › "Who reviews what, by area" names someone for that team and area. The order used is the order people were added, not the alphabetical order on screen. Use Reassign to… on the Tasks page to move tasks.
Plans, limits and locked features
Why is a page locked?
Some features are included from the Professional plan (such as the supplier portal, sourcing, third-party risk and governance) or the Enterprise plan (the API). A locked page is greyed in the menu with the plan's name, and explains what it does and which plan includes it. Anything you saved before stays put. Admins can select Contact us to upgrade. or email hello@suppliervault.co.uk.
It says I've reached my supplier limit
"Your plan includes up to N suppliers. Close a supplier you no longer use, add 25 more suppliers for £49 a month, or contact us to upgrade." Closed suppliers and example data don't count, so finishing offboarding on suppliers you've stopped using frees up places.
Everything has gone read-only
Your free month or plan has ended. Nothing is deleted: you can still view everything and download it. Choose a plan (email us) and editing comes straight back. The banner at the top tells you which applies.
Do prices include VAT?
No. SupplierVault isn't VAT registered yet, so no VAT is charged. Once we register, VAT will be added at the standard rate.
How do I change plan?
Email hello@suppliervault.co.uk (or click Change plan on the account button's Plan tab). We switch it the same day. See Plans and billing.
Example data
How do I remove the example suppliers?
Click Remove example data in the banner at the top, then Remove. Only an admin or editor can do this. It removes example suppliers, sourcing events, people, tasks, invoices, savings, purchase requests, files, category plans and their activity.
Can I add example data later?
No. Example data can only be loaded when you create an organisation, by ticking Start with example suppliers so I can explore. To explore again, try the public demo or create a second organisation with example data ticked.
Where's the "Get set up" checklist?
If someone selected Hide checklist, open Settings and select Show the set-up checklist. Once every step is done it goes away for good. You can always run the setup guide from Settings. People with view-only access don't see the checklist.
Figures that look wrong
Totals look too high for a foreign-currency supplier
Check Settings › Exchange rates. Daily rates are used automatically, but if they've been switched off and there's no fixed rate for a currency, amounts are counted 1:1 (so $1M counts as £1M) and you'll see "No rate for X". Tick the daily rates box or add a fixed rate.
Actual spend doesn't match our finance system
Actual spend is invoices dated in the last 365 days that are logged in SupplierVault (any status, including on hold and disputed), plus orders not yet invoiced. It only knows what's been logged, by hand, by the invoice reader or through the API, plus bills read from your accounting software if you've connected it and the supplier is linked. Also check the Read from date and Leave out of spend in the connection's Choose what to read. See How figures are calculated.
There are no renewal dates for a supplier
Renewal dates need the contract End date. Add it, with the notice period, in the supplier's "Contract, notice & renewal" section.
I can't find the Commercial model setting
The "Consumption & spend" section is hidden for Fixed fee suppliers that don't have any usage yet. On the record, click "Show N more sections that don't usually apply at this stage" to reveal it.
A fixed-fee supplier isn't on the Spend & consumption page
That page lists usage-based suppliers, plus any supplier with usage recorded. A fixed-fee supplier with no usage records isn't shown; its invoices still count in actual spend.
Pasted usage lines were skipped or wrong
Commas separate the values, so don't use thousands commas. Write 2026-09, 398900, 189950, or use tabs or semicolons between values.
An invoice won't go to "Matched to PO" on its own
Matching is a manual step: change the status yourself. When the PO number matches a purchase request, SupplierVault notes on the request whether the amount matches the order (within 2%).
Why are new invoices "On hold"?
The supplier's bank details aren't verified yet. Record a passed penny test and a call-back on the supplier and the held invoices are released automatically.
I logged a saving by mistake
Savings can't be edited or deleted once logged, because they're part of the record. Log a note in the supplier's activity explaining the correction and tell your finance lead.
Suppliers and the portal
My supplier says their portal link doesn't work
Links last between 1 and 90 days and can be turned off. If it says "This link has expired. Ask your contact for a new one.", send a fresh link from the supplier record. Each link works only for the contact it was sent to.
A supplier only uses their own trust centre
In the portal they can point you to their own portal or trust centre for a section instead of answering each question, and answer "N/A" for questions that don't apply. See Supplier portal.
Can suppliers see all their requests in one place?
Yes. They can create a free supplier account at suppliervault.co.uk/supplier/ with the email address your links go to. It lists every request from every SupplierVault customer and lets them send updated certificates. See Supplier accounts.
A document says "Replaced by a newer version"
The supplier sent an updated version from their supplier account. The new one is next to it, marked "Updated version from the supplier's account", and you have a task to check it.
Can suppliers type their own prices into a quote?
Not yet. Send the price sheet with Email request, then copy their figures in from the quote they send back.
Why can't I sign off go-live?
Every go-live gate must be green first, and the approval is recorded against a named person, so your sign-in must be linked to a stakeholder (see above). By default, T1 suppliers need someone in the Executive team. If your admin has switched on "A supplier's manager can't approve their own supplier to go live", someone other than the supplier manager must approve it.
Why can't I sign off a purchase request?
You can't sign off a request you raised, or sign twice for the same request: each sign-off must come from a different person. Extra sign-offs also wait for the budget holder first. If you're covering for someone, you can only sign on the dates they set, and never on behalf of the person who raised the request.
"Only …, or whoever is covering for them, can release new bank details"
An admin has limited who can release payments after a change of bank details (Settings › Organisation › Who can release new bank details). Ask one of the people named, or whoever is covering for them. See Bank details and fraud checks. If you have a custom role, releasing new bank details needs the Payments permission. See Cover while you're away. See Approval limits and separation of duties.
Can SupplierVault email me reminders?
Yes, in the live service. You get a short email on days when something needs you, and a summary on Mondays. Change it under account button › You › Email reminders. See Email reminders.
The AI assistant and readers
"You've used this month's assistant questions"
Your organisation's monthly allowance is used up. It resets on the 1st, or email us for more. Each contract or invoice read also uses one.
"Too much data at once"
Choose an area at the top of the page to narrow down what's sent to the assistant, then ask again. For the readers, upload a PDF under 4 MB or paste just the key clauses.
Can I trust what the AI reads from a contract?
Treat it as a first draft. You see every suggested term before anything is saved, can untick or change any of it, and the audit trail records who checked it. Always check against the contract.
Does SupplierVault connect to our accounting software?
It can read supplier bills and credit notes from Xero, QuickBooks Online, Sage Accounting, Sage 200 or Microsoft Dynamics 365 Business Central every morning, read only, on every plan. QuickBooks and Business Central have no read-only permission, so they ask for access to your accounts, but SupplierVault only ever reads. It never reads bank details. If Account › Organisation › Accounting software says a connection isn't switched on yet, email hello@suppliervault.co.uk. Other systems can use the API. See Connect your accounting software.
A bill from our accounting software is missing from a supplier
Check these in turn:
- The contact (QuickBooks and Business Central call it a vendor) didn't match a supplier, or matched more than one. Open Check matches in the connection's box and link it. Or give the supplier the same name, or add the contact's name as its legal name in its payment details. The next read then fetches all of its bills.
- The bill is dated before the Read from date in Choose what to read.
- The contact is in Leave out of spend.
- The bill is a draft or in review. These aren't read.
- You changed the business, company or organisation being read. Links only count in the one they were made in, so link the contact again in Check matches.
- It hasn't been read yet: press "Read from … now".
A supplier says "Not linked to your accounting software"
Your organisation has a connection, but this supplier isn't linked to any contact in it, so no bills are read for it. Its spend comes from invoices entered on it and ordered purchase requests. Select Check matches next to the note to link it. Only admins see the note.
A voided or deleted bill still shows on the supplier
Bills voided, cancelled or deleted in your accounts stay on the supplier for the record, as Disputed with a note such as "Voided in Xero". Bills from a contact left out of spend show a "Left out of spend" tag. None of these count anywhere: not in spend, reports, the attention list or invoice accuracy.
"Your plan has ended, so SupplierVault can't read your accounts…"
While your plan has ended, Read now, the choices, Check matches changes and changing company are paused, and the morning read is skipped. Bills already read stay. Renew your plan to carry on. See Plans and billing.
"A read is already running"
Only one read runs at a time for each connection, and the morning read may be running. Wait a few minutes and try again.
"Sage needs connecting again" or "Reconnect needed by …"
The connection was removed or has lapsed. Sage Accounting connections lapse if they aren't read for 31 days, for example while your plan has ended. Business Central and Sage 200 lapse after up to 90 days, and Xero after 60. Disconnect and connect again, then set your choices again.
Sage 200 says it has no company to connect
For Sage 200 Professional, the Sage 200 API connection must be set up for your company first, usually by your Sage partner. Sage 200 Standard works straight away.
Things that work differently from what you might expect
- The Audit trail page shows the latest 150 events, then 500 more each time you click "Show more". In the live service, "Load the complete history" fetches everything; the CSV downloads and packs always include the full history.
- Purchase sign-off limits apply to requests still waiting when you change them. Requests already signed off keep the sign-offs they had.
- Deleting a supplier is for mistakes and duplicates. Live suppliers must be offboarded first, and closed suppliers are kept for your retention period (6 years unless you change it).
- Payment practices only counts invoices with a paid date. Invoices marked Paid before paid dates were recorded are left out, and the report says how many.
- Tier review text (such as "Annual") doesn't change when you edit a tier's review cycle in months. The months are what's used.
- The trial includes the API, even though it's normally an Enterprise feature, so you can test connections.
- Long tables show their first 200 rows (50 on the Dashboard) and charts their first 20 bars. Use Show more, Show all or Show as table. Printing and downloads always include every row.
Still stuck?
Email hello@suppliervault.co.uk with what you were doing, what you expected and what you saw (a screenshot helps). Please never send passwords, API keys or full bank details.
Related
- Getting started
- How figures are calculated
- Plans and billing
- Security and your data
- Cover while you're away
- Supplier accounts
- Connect your accounting software
- Add and remove people automatically