Who is this article for?

Suppliers who are experiencing login issues with the Supply Chain platform.

No elevated permissions are required.

This article provides troubleshooting steps to help suppliers resolve login issues on the Supply Chain platform.

1. Check your username and password

Ensure you are using either your username or the email address associated with your Supply Chain account. Mistakes can happen, so double‑check your details.

If you cannot remember your password, please use the Forgotten your username or password? link on the login page.

• If you do not receive the reset password email or you think your account might be locked, please contact us.
• To change your password, watch the Changing your password video.

2. Restart your browser

This should be the first thing to try if you have issues logging on. If you have multiple tabs or windows open, close them all and start with a fresh window. This can resolve some issues.

3. Clear your browser cookies

The following instructions are for Chrome, but the process is similar for other browsers.

1. Click on the padlock icon in the address bar and select Manage cookies and site data.

2. Click on both bin icons for Supply Chain and select Done.

3. Reload or refresh the page before trying again to log in.

4. Check that you are using the correct link

Sometimes saved bookmarks or auto‑complete in the browser can lead to old URLs that are no longer valid.

Try logging on using the following link: https://platform.authenticateis.com/

5. Password reset not working

Some special characters can cause issues with passwords. If after trying to set or reset your password it looks like you are stuck in a loop between entering your username and entering your password, then try resetting your password but exclude the special characters.

6. Contact us

If you still cannot log on after trying the above points, please get in touch with us so that we can help you log in.

When contacting us, please provide the following information to help us resolve the issue:

• A full screenshot of the browser display including the address bar.
• Copy and paste the URL from the address bar.
• The name of the browser you are using, for example Chrome.

Please email this information to platform-support@authenticateis.com.