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Problem

A vendor tries to sign in to your Vendor Portal but receives the error:

The entered username or password is invalid.

After using the I forgot my password option, the password reset e-mail- seems to be sent but is not delivered.

Cause 1: The password reset notification is not active

Solution: Activate the password reset notification

  1. Go to the (blue star) Configuration menu > Templates > Notifications > Events tab.

  2. Locate the E-mail/Text Message to Vendor: When vendor requests resetting their password through the portal event.

  3. Check the box in the Send E-mail column.

Cause 2: Vendor didn't activate the account during the registration process or has no active Contact Person

Solution: Check if the contact person is active and resend the invitation

  1. Go to the Vendors module and locate the contact person's profile of the vendor in question:

    • Go to the vendor's profile > Contact Summary tab and click on the contact person's name or the Show Profile link.

    • Go to the Contacts tab and use the filters to locate the desired profile.

  2. Open the contact person's profile in edit mode.

  3. Go to the Main Data tab and check the Active box.

  4. Click the Save button.

  5. Check if there is an Invite to Vendor Portal button at the bottom of the page. If it is available, the vendor hasn't completed the registration.

  6. Go to the (blue star) Configuration menu > Templates > Notifications > Events tab.

  7. Locate the E-mail/Text Message to Vendor's Contact Person: When vendor's contact person has been invited to join the portal event and make sure it is active.

  8. Go back to the contact person's profile.

  9. Resend the invitation by clicking the Invite to Vendor Portal button and inform the vendor to follow the instructions from the e-mail.

You can also check the XTRF logs to see if the vendor has an active account:
12:49:13,247 Unexpected error occurred invoking async method: public void com.radzisz.xtrf.service.PartnerAuthenticationServiceImpl.sendPasswordResetEmailToProvider(java.lang.String,com.radzisz.xtrf.notification.provider.ProviderPortalSettingsView,java.lang.String) throws com.radzisz.xtrf.service.exceptions.InvalidRecipientException,com.radzisz.xtrf.service.exceptions.ResetPasswordEmailSendingException Cannot find user., Exception msg key: com.radzisz.xtrf.service.exceptions.ResetPasswordEmailSendingException.USER_NOT_FOUND, params: []

Cause 3: The vendor is trying to access the wrong portal

Solution: Make sure the vendor is signing in to the Vendor Portal

Ask your vendor if they are using the correct portal.

The URL of your Vendor Portal is [your-xtrf-address]/vendors.

You can also check which portal the vendor tries to access in the logs:

13:17:19,358 Unexpected error occurred invoking async method: public void com.radzisz.xtrf.service.AbstractAuthenticationService.sendPasswordResetEmailAsynchronously(java.lang.String,boolean) throws com.radzisz.xtrf.service.exceptions.AuthenticationEmailSendingException Cannot find user., Exception msg key: com.radzisz.xtrf.service.exceptions.ResetPasswordEmailSendingException.USER_NOT_FOUND, params: []

The AbstractAuthenticationService stands for Home Portal. When accessing the Vendor Portal, the line would contain PartnerAuthenticationServiceImpl instead.

Cause 4: There is more than one active Contact Person with the same e-mail address

Solution: Make sure that only one contact person uses the given e-mail address

  1. Go to the Vendors module - Contacts tab.

  2. Edit a view or create a new one to include the E-mail Address filter. To learn how to do that, see the Smart views - View drop-down menu article.

  3. Filter the contact persons by the e-mail address of the vendor in question.

  4. If there are several contact persons with the same e-mail addresses, you can:

    1. Deactivate one of them. To do so, open the selected contact person's profile in edit mode, go to the Main Data tab, and uncheck the Active box.

    2. Change the e-mail address for one of the contact persons. To do so, open the selected contact person's profile in edit mode, go to the Main Data tab, and provide another address in the E-mail Address field.

    3. Delete the duplicated contact person (in case it was created by mistake). To do so, select the box in the left column for the contact person you want to delete from the system and click the Delete button that appears at the top of the page.

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