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Vendors can't log into vendor portal

Seyma Albarino 3 years ago in Vendor Portal updated by Łukasz Kaleta (Senior Customer Success Manager) 3 years ago 2

We have two vendors who have been unable to log into XTRF for several weeks. The error message says: "Person with such credentials not found."

They've tried resetting their passwords (not possible), clearing their cookies and following XTRF's instructions to create a new password, put it into https://credentials.xtrf.eu/ and forward the generated link to the XTRF help team. Nothing is working.


We've contacted the Help Desk yet again but they're very slow to respond. Is anyone else having these problems?


Hi Seyma,

We did not experience this problem, but there might be a solution for this.

You can try and "reset" the Vendor portal for this vendor:

Got to vendor's contact and set it to not active by unticking the Active setting (image below). Click on Save and you will see that the "Sign in to Vendor Portal as this Person" button will turn into "Invite to Vendor Portal".

Set the  vendor as Active again and invite the vendor to the Vendor portal. Have them complete the registration process again. They can also use their e-mail as username not just their username if that helps.