Getting in
Do I need an account?
You need to sign in, but you do not need to set anything up in advance. Open the link in the request email, enter your email address and confirm it with the one-time code you are sent. See Sign in and give colleagues access.
The page says "This link is no longer active"
The portal could not match you to the request. Either you signed in with an email address it does not recognize for your company, or your customer has paused or closed the request.
Open the link in a private browser window and sign in with the address the request email was sent to. If that does not work, ask your contact at the customer to send the request again. See Sign in and give colleagues access.
I did not get the sign-in code
Check your spam or junk folder, then request a new code from the sign-in page. Make sure you typed the address the request was sent to.
The request went to the wrong person
Forward the email to the right colleague. If their work address is at the same company email domain as yours, they can sign in with it straight away. Otherwise, open the portal yourself and add them under Vendor contacts. See Give a colleague access.
My email shows no button or link
The link is in the formatted version of the email. If your mail program shows plain text only, switch to the HTML view, or ask your contact at the customer for the portal link.
Responding
Is there a deadline?
Certivo does not add a due date to the request email or the portal. If your customer needs a response by a certain day, they will say so in their message or tell you separately. Ask your contact there if you are unsure.
A request does not apply to us, or we do not supply that part
The portal cannot mark a request as not applicable or decline it. Tell your contact at the customer so they can correct their records. Until they do, the request stays in your list and reminders continue.
I do not have the document being asked for
If the Details column shows Document or questionnaire, select Add Evidence and fill in the questionnaire. If only a document is accepted, tell your contact at the customer what you can provide.
A request shows "No evidence action available"
That request has no button of its own. Read the Details column to see what your customer needs, then send the document with Upload Documents at the top of the page or the upload box on the left. If you are not sure what to send, ask your contact at the customer.
My file will not upload
Check three things:
- Format. PDF, DOCX, XLSX and XLS work everywhere. Images (PNG, JPG) work only when you upload against a specific request, using the button in its Action column. If you have a DOC file, save it as DOCX or PDF first.
- Size. Each file must be 50 MB or smaller.
- Number. The upload box on the left takes 5 files at a time. A request's own upload takes 10.
In the upload box, one unsuitable file stops the whole batch, so remove it and try again.
Can I just reply to the email?
Yes. Attach your documents as PDF files and reply. Your customer receives them and reviews each one. Send from the address the request came to, so your reply is matched to your company.
Documents sent by email are not tied to a specific request the way a portal upload against a request is.
Can I answer many parts at once?
Usually. Tick the rows on the All Requests tab, select Add Evidence, then Fill questionnaire for each group that offers it. See Answer several requests at once.
Can I download the list of requests?
Not from the portal. The request email includes a table of pending requests, and inside a questionnaire you can use Export as PDF or Export as Excel to keep a copy of your answers.
Is the portal available in other languages?
The portal and the emails are in English only.
After responding
I uploaded a document but the request is still listed
That is expected. A request stays pending until your customer has reviewed the document and their checks pass. Follow its progress on the Your Documents tab. See What happens after you respond.
My vendor score has not changed
The score is recalculated in the background and can take a few hours to update. It only counts requests that are complete, not documents that are still being reviewed.
My document was rejected
Open Your Documents, select the rejected document and read your customer's comments. Then upload a corrected version from the main page.
Can I replace or delete a document I uploaded?
You cannot delete a document in the portal. To replace one, upload the new version. If you sent something by mistake, tell your contact at the customer.
I responded, but I keep getting reminder emails
Reminders continue while any request is still pending, including requests waiting for your customer's review. They stop when everything is complete. There is no unsubscribe link, so ask your contact at the customer if the reminders should stop sooner.
Notifications
What is the Notifications tab?
It lists regulatory updates and announcements your customer has sent to you through Certivo. Select one to read it or download it as a PDF. Notifications are for your information. They are not requests and do not need an answer.
Still stuck?
See Contact support.