Error when submitting application at vendor portal
Several users have informed us of similar issue.
When vendor completes the registration process step by step but makes mistake at the services & rates section by making the same entry twice (for example, vendor made an entry for FR>DE simultaneous interpretation with the same specialization as for another entry - FR>DE, EN) they cannot finish the registration because it gives an error when trying to submit: "Oops... An error occurred while we were saving your data. Cannot define the same service option twice with different rates." And he cannot fix it from his side and remove the duplicate entry because the edit option does not work. Also he cannot delete the profile and start over because there is no such option. I tried to add him from my side and then send him a link to confirm registration however it just takes him back to the same view he had previously started to fill but cannot complete. Is there a solution for this apart from creating a new email address solely for XTRF Vendor portal? Nothing else seems to work.
Customer support service by UserEcho
We often have vendors get "stuck" in the process, and we can't tell what went wrong or see them from the backend in our system. I wonder if it is a similar issue.
As others have suggested here, being able to see a queue of vendors in the process of signing up would be great (and also seeing any change requests made to their profile, in case that email notification is missed).
Hi Megan,
yes, what you are describing (getting stuck in the process), is exactly what has happened here and I also have had others to report it lately.
And thanks for sharing the previous conversation, it would indeed be useful to be able to see the queue of vendors in the process of signing up, however the next question is: how to help them fix the error? :)
Because at the moment I am out of ideas except creating a new email address.
This particular vendor shared their password with me so I could access his application in progress and I tried it myself. Unfortunately edit option does not work. And there is no way to delete this unfinished registration either to be able to start fresh.
I hope that Support will assist us with this.
Hey Laura,
We have had the same issue in the past. We were able to log in using that vendor's credentials and then change one of the duplicates to one with a different rate/calulation unit combination. I remember setting it to something absurd, like 50000EUR/word, so it was clear that it needed to be changed or deleted later on. That did the trick because the registration could be finished after that, and the weird entry could then be deleted from our end.
I must admit I don't remember that we had issues with the edit option (but on the other hand, we weren't able to simply delete the offending entry during registration), so this may or may not work for you, but I thought I'd share anyway.
Good luck!
Hi Thijs,
and thanks a lot for the advice.
I just tried it and unfortunately I cannot add another rate for simultaneous interpretation at all :(
It seems that once the service has been added once (at the services section) then I cannot add it again (nor add new language pair to the same service because editing does not work) and therefore I cannot add a new rate either for the same service..
Also, I've tried several browsers aside from Chrome (Firefox & IE) but the editing button does not work on either of them.
I hope Support will assist.
Hi Laura,
Sorry to hear that - I hope support can indeed step in (and perhaps post a solution here too for the rest of us). Did you log a ticket with them directly? That's usually best for quick resolutions, because XTRF seems to not always (immediately) see the issues that are posted here in this forum.
Hi again,
yes, the ticket is logged and I will post here once they respond.