This guide outlines common causes for log-in and password issues and provides self-resolution steps for the VendorPanel - a Unimarket Company platform. 

Log-in and Password Troubleshooting

If you're having trouble logging in, consider the following common issues and solutions:  

Email Address Issues

• Full Email Required: You must use your full email address (including the @domain) for logging in, not just the username part. 
• Changed Email Address: If you recently changed your email, you must log in using your old email address first. Then, update it within the platform by following the instructions in the Editing Your Profile, Location, Password, or Email Address article.  

Password Issues

• Case Sensitivity: All passwords are case-sensitive and may include special characters. Ensure the correct capitalisation is used. 
• Forgotten Password:
  1. Enter your email address on the log-in screen.
  2. Use the "Forgotten your password?" link.
     
     
     
      
  3. Re-enter your email address and complete the security code to be sent a temporary password. 
• Shared Accounts: If using a shared account (not recommended), check with other users to confirm you have the most current credentials. 
• Account Lockout: Your account will be locked after too many attempts. You must contact the Support team by email to get the account unlocked.  

Single Sign-On (SSO)

• If your organisation uses SSO and you are prompted for credentials, there might be an issue with your SSO provider. Seek assistance from your organisation’s IT help desk. 

"Forgotten Password" Email Not Received

If you requested a new password but didn't receive the email, it may be due to account setup or email filtering. For information security purposes, VendorPanel - a Unimarket Company will not confirm if you have an account. 

Account and User Setup Checks

• Check for Prior Communications: Look through your email history for any past VendorPanel - a Unimarket Company communications, such as an invitation. 
• New User Invitation: If you're a new user and haven't received an invitation from your Administrator, you may not have been set up. Contact your organisation's procurement department or IT help desk. 
• Removed Account: If you've been absent for a long time, your account may have been removed during a cleanup. Administrators can reinstate accounts; direct this query to your organisation's procurement department or IT help desk. 
• Contact Your Administrator: Each VendorPanel - a Unimarket Company enterprise has an Administrator (usually in the procurement department or IT help desk) who can manage user access. 

Email Filtering Checks

• Check Junk/SPAM Folders: Aggressive SPAM/Junk software may filter system-generated notifications. Check these folders/software to see if the email was blocked. 
• Source Details: Password emails from VendorPanel - a Unimarket Company will originate from noreply@vendorpanel.com.au with the subject line Temporary Password for [user's name]. Never follow links from other sources. 
• Whitelist VendorPanel - a Unimarket Company: If the email was blocked and recovered, add emails from VendorPanel - a Unimarket Company (noreply@vendorpanel.com.au) to your whitelist to ensure all future emails are received. You may need assistance from your IT help desk for this. 

Browser and Stored Data

Clear stored data to remove potentially corrupted log-in information:

• Clear your cookies: This removes site data that keeps track of your log-in credentials and preferences.
• Clear your cache: This removes temporary files stored to speed up page loading.

The steps for clearing cache and cookies will vary depending on your browser (Chrome, Firefox, Edge, etc.).