How do I raise a support ticket?

Use the 'Ticket' function on the SUPPLIERASSURANCE platform to raise a ticket for our Support Team to action.

Background

The SUPPLIERASSURANCE Support Team aims to respond to all tickets within two working days. Typically however, you can expect a response within 24 hours.

Steps

1. Sign in to your SUPPLIERASSURANCE account.
2. Select your initials in the top right corner of the screen.
3. Select 'Tickets'.
4. Choose 'Raise a new ticket' option from the right side of the page.
5. Select the most appropriate topic from the drop down menu.
6. If none of the topics fit, select 'Other topic' and choose 'None of these questions help - Raise a new ticket'.
7. Enter as much information about your query to allow our Support Team to assist you with your support query.
8. Click 'Send'.
9. The Support Team will review your ticket and respond to you within two working days although typically within 24 hours.

I am getting a DUNS number error, what should I do?

A DUNS Number is a unique nine-digit identifier for businesses and one number can only exist once on the SUPPLIERASSURANCE platform. If you see an error on the DUNS number field in the SAQ 5.0 it means that the DUNS number is already in use on your account or on another account on the platform. Follow the guidance offered.

Background

A valid DUNS number is needed for you complete the SAQ 5.0. The DUNS number helps your customers to correctly identify your business.

Steps

If you see an error, when you enter the DUNS number, it means that either the DUNS number is already in use on another SAQ 5.0 questionnaire on your account or in use on another organisation account on the SUPPLIERASSURANCE platform. If the DUNS error includes a link, select the link to be directed into the existing questionnaire on your account. Otherwise, use our chat service for support with the DUNS number. Once you have entered a valid DUNS number at question 0a, progress through the questionnaire using 'Next question'. Submit your SAQ 5.0 questionnaire response for validation.

I can't find my questionnaire?

This may be because you don't have the permission or you have not selected the right filters on your Dashboard.

Background

To help you manage which questionnaires you want to see on your Dashboard, you can use the search and filter options to choose which questionnaires to show on your Dashboard.

Steps

To change your Dashboard filters:

1. Sign in to your SUPPLIERASSURANCE account.
2. Select the 'Filters' option near the top of your Dashboard.
3. You can filter or search based on different criteria.
4. Once your filter and search criteria have been selected, you can hide the filter option by selecting the 'X' on the top right of the filter option.
5. When you next sign in to your SUPPLIERASSURANCE account your filter criteria will still be applied.
6. If you need to filter for another questionnaire, you will need to change your filter criteria.

1. Sign in to your SUPPLIERASSURANCE account.
2. Select your initials in the top right corner of the screen.
3. Select 'Account settings'
4. Choose 'Permissions' to see your level of access.

I'm having trouble uploading a document (evidence). What should I check?

If document upload fails, check the file size, file type, and your internet connection. Ensure the file name doesn't contain special characters.

Background

Upload errors can occur for several reasons. The SUPPLIERASSURANCE platform has limits on the size and type of files allowed as evidence for questionnaires.

Steps

1. Check File Size: Ensure your file is not larger than the maximum allowed size (e.g. check platform guidance for size limits which is generally 15MB).Try compressing the file if it's too large.
2. Check File Type: Verify your file is in an accepted format (e.g., PDF, JPG and PNG are common). Convert the file if necessary.
3. Check File Name: Ensure the file name does not contain special characters (like #, %, &, *, etc.). Rename the file using only letters, numbers, hyphens, or underscores.
4. Check Internet Connection: Ensure you have a stable internet connection. Try the upload again.
5. Try a Different Browser: Sometimes browser issues can interfere. Try uploading using a different supported web browser (e.g., Chrome, Firefox, Edge).

The platform says "DUNS is already in use. Please contact our support centre". What does this mean and how do I fix it?

This error means an account for your company, using your unique D-U-N-S Number, already exists on the SUPPLIERASSURANCE platform. This was likely created by a colleague.

Background

A valid DUNS number is needed for you to complete the SAQ 5.0. The DUNS number helps your customers to correctly identify your business. To resolve this, you may want to merge your account with the account that holds the DUNS number in question.

Steps

If the DUNS error includes a link, select the link to be directed into the existing questionnaire on your account. Otherwise, use our chat service for support with the DUNS number.

What should I do if I'm not receiving emails from SUPPLIERASSURANCE?

To make sure you always receive our emails, you should add our sending domain, supplierassurance.com, to your email safe sender list.

Background

Sometimes, email providers may send important messages to your spam or junk folder. By adding our SUPPLIERASSURANCE domain to your safe sender list, you are telling your email provider that our messages are important and should always be delivered directly to your main inbox. This will prevent you from missing important notifications and requests from SUPPLIERASSURANCE.

Steps

1. First, please check your spam or junk folder. If you find an email from us there, mark it as 'Not Spam'.

1. For Outlook Users:
2. Click the Settings icon in the top-right corner.
3. In the menu, click 'Mail' and then 'Junk email'.
4. Under the 'Safe senders and domains' section, click '+Add'.
5. Type supplierassurance.com and press 'Enter'.
6. Click the 'Save' button at the top.

1. For Gmail Users:
2. Click the Settings icon in the top-right corner, then click 'See all settings'.
3. Go to the 'Filters and Blocked Addresses' tab.
4. Click 'Create a new filter'.
5. In the 'From' field, type supplierassurance.com.
6. Click 'Create filter'.
7. Check the box next to 'Never send it to Spam'.
8. Click the final 'Create filter' button to save.

1. For Other Email Providers:
2. Look in your settings for options like 'Safe Senders', 'Filters', or 'Rules'. The goal is to create a rule to ensure that messages from @supplierassurance.com are always delivered to your inbox.

My questionnaire has been in validation for longer than 5 days. What's wrong?

Questionnaires are only validated if they are shared with a Customer, who has funded the questionnaire or if you have made payment on the platform. The validation process typically takes up to 5 working days.

Background

If your questionnaire has not been validated and it has been longer than 5 days, this most likely means that no payment has made for the SAQ 5.0 Rating, report and results.

Steps

To check the status of your questionnaire and the validation process:

1. Sign in to your SUPPLIERASSURANCE account.
2. Find the questionnaire that you want to check the status of on your dashboard (use filters and search if needed).
4. If the questionnaire is shown with a 'VALIDATING' status, it means that the process of validating your response has not yet finished. Please note that the validation process typically takes up to 5 working days.
5. Once the validation process has concluded, the questionnaire status on your Dashboard will change to 'COMPLETED' and you will be able to view your questionnaire rating and results.
6. If your questionnaire response status remains in 'VALIDATING' for longer than 5 working days, this most likely means that there has been no payment made for the SAQ 5.0 Rating, report and results.

My invitation code is invalid or isn't working. What's wrong?

An invitation code may show as invalid if it has already been used to start a new questionnaire.

Background

An invitation code may show as invalid for a number of reasons. The most common reason is if it has already been used to start a new questionnaire either by yourself or a colleague. Follow the steps to check if a questionnaire already exists on your account against which the invitation code has been used.

Steps

If you receive an error when trying to enter an invitation code:

1. Check that you have entered the correct invitation code. Invitation codes are usually included within the email about the request.
2. If you continue to receive an invitation code error, use our chat service for support.

1. Sign in to your SUPPLIERASSURANCE account.
2. Find the existing questionnaire on your Dashboard (use filters and search if needed).
3. Select the 'Share' icon on the questionnaire tile.
4. Choose the option to 'Enter invitation code'.
5. Enter the invitation code that is in the email request from your customer.
6. Select 'Share' to complete the action.
7. If the questionnaire is not yet complete, you must answer the remaining questions and submit for validation.

1. Sign in to your SUPPLIERASSURANCE account.
2. Select 'Enter invitation code' on the top right side of your Dashboard.
3. Choose the option to 'Enter invitation code'.
4. Enter the invitation code that is in the email request from your customer.
5. Select 'Share' to complete the action.
6. Complete the questionnaire and submit for validation.