FAQs

How to unlock a user account?

In case your account is locked, because you entered the wrong password too many times, you can unlock the account by resetting your password. Password forgotten?

In case your last login was more than 1 year ago or has been locked by an administrator, only a administrator can reactivate the account.

In case you do not know your user administrator, please ask another SupplyOn user in your company for assistance. Your colleague can login to SupplyOn and identify the user administrators in the menu "Administration" -> "My user administrators".

There is a wrong e-mail address in user account. What can I do?

If assigning a new password or forwarding the user ID does not work, that could be caused by a wrong e-mail address. It is only possible to change your e-mail address when you are logged in. In case you are not able to log in anymore, please refer to a user administrator in your company. In case you do not know your user administrator, please ask another SupplyOn user in your company for assistance. Your colleague can login to SupplyOn and identify the user administrator in the menu "administration" --> "My user administrators".

How to request further user roles?

• Navigate to "Administration" and select "My user account".
• Click on the tab "my roles".
• Select one or more role(s). 
  The button "request" will become active. 
  Click on the button "request".

Your SupplyOn user administrator will receive a notification to confirm the requested roles. Once your user administrator has confirmed the requested roles you will receive a confirmation about this via email.

If you wish to contact your SupplyOn user administrator but you do not know who your administrator is then go to "Administration" -> "My user administrators".

How can I access data provided via SupplyOn without a registration?

This will work exclusively via a link which you receive by e-mail from your customer. You secure the access with a password which you have to create at your first access.

Each further e-mail from your customer will contain a new link which enables specific tasks.

Important: If you haven't received an e-mail, or if you have accidentally deleted the e-mail, please contact your customer. If you prefer to work without e-mail links and need full access to the SupplyOn services, please get yourself registered.

How can I activate two-factor authentication for my SupplyOn account?

If you want to use two-factor authentication to log into SupplyOn , the user administrator in your company will have to activate your SupplyOn account in SupplyOn user management . Please contact your colleagues who are responsible for SupplyOn users. 
You can then activate two-factor authentication for your account the next time that you log into SupplyOn .

1. Install an authenticator as a plug-in in your browser, an app on your smartphone or a utility app on your computer. You will find a list of recommended authenticator apps here
2. Open the authenticator and scan the QR code that you will see after entering your user name and password. If you are unable to scan the QR code, you can manually connect the authenticator to your SupplyOn account by entering a password.
3. The authenticator will give you a six-digit code. Please enter it into the field “one-time password” within the defined period of time and then click the button “Activate two-factor authentication.”
4. Afterward, you will be asked to enter a new one-time password from the authenticator in addition to your user name and password every time you log in.

How can I skip two-factor authentication or activate it at a later time?

If the user administrator has already activated your SupplyOn account for secure two-factor authentication, you can initially skip the step of configuring the authenticator. Click the button “Continue without two-factor authentication” when you log into your SupplyOn account. If you decide to take this step, you should also remember that your SupplyOn account will no longer be protected from unauthorized use by this extra line of defense and that you may possibly be denied access to sensitive data.

I have problems with the one-time password used for two-factor authentication? What can I do?

If you are unable to access your authenticator when you to try to log into SupplyOn or your one-time password turns out to be invalid, you can request an access link by e-mail. You may need to do so if, for instance, you have misplaced your smartphone or have to use a different browser or computer to log into the account.

I have problems scanning the QR code. What can I do?

If you are unable to scan the displayed QR code, you will have to manually connect the authenticator to your SupplyOn account:

1. Click the link “Problems scanning the QR code?” located beneath the QR code.
2. Select the function “Enter manually” or a similarly worded function in your authenticator.
3. Select a random account name (or publisher) for SupplyOn .
4. Enter the character string that SupplyOn displays on your monitor as a key or password.
5. Check to ensure that the type of one-time password is set to “TOTP / time-based.”
6. Save the access to the authenticator.

I misplaced my phone / I am having problems with the one-time password for two-factor authentication. What can I do?

If you cannot access your authenticator (password generator) to log into SupplyOn or your one-time password is invalid, you can request an access link by email. This may be necessary if, for example, you have misplaced your mobile phone or need to use another browser or computer to log in.

How to request an access link by email:

• Click the link “Having one-time password problems?” below the corresponding input field.
• Enter your SupplyOn credentials: user name and your e-mail address.
• Click the “Request Access Link” button. SupplyOn will now send you an access link by e-mail.

Please note: The access link that you will receive by e-mail is only valid for one hour. For security reasons, your user administrator will be notified of your registration via an access link.

How can I switch my two-factor authentication to a new device or another authenticator (password generator)?

If you can no longer access an authenticator that has already been set up, or if you want to reset it for other reasons (e.g. because of a device change), please proceed as follows:

• Log in with your SupplyOn account - if necessary by requesting an access link by e-mail.
• In the main menu, select the entry “Administration / My user account”.
• You can now see your user master data. Select the “two-factor authentication” tab.
• On this page you can remove your active authenticator from your SupplyOn account. To do this, click the “Remove Authenticator” button. Two-factor authentication is now deactivated.
• You can reactivate two-factor authentication immediately by clicking on the “Add authenticator” button and re-scanning the QR code. You can find detailed instructions here.

What if the authenticator application is blocked for me?

It may happen that the IT department at your company has blocked the use of some authenticator apps. Please get in contact with your administrator in this case, and discuss which is the best option for you.

How can I transfer two-factor authentication to a new device or use a different authenticator?

Please take the following steps if you are no longer able to access the authenticator already installed or would like to reset it for some other reason (including a switch of devices):

1. Log into your SupplyOn account – request an access link by e-mail if necessary.
2. Select the option “Administration / My User Account” in the main menu.
3. Your user master data will then appear. Select the tab “Two-factor authentication.”
4. You can delete your active authenticator from your SupplyOn account on this page. Simply click the button “Delete authenticator.” The two-factor authentication will then be deactivated.
5. You can immediately reactivate two-factor authentication by clicking the button “Add authenticator” and re-scanning the QR code. You will find detailed instructions here.