This troubleshooting guide addresses common issues when users cannot log in to their account or find their account has been locked, specifically for organisations with access to CORE Modules.
Prerequisites
Audience: Users of the software and Administrators.
Environment: Access to the software solution which includes CORE Modules such as Procurement Planning, Advanced Evaluations, Contract Management (Lite or Advanced), and Freedom of Information.
Roles: Some steps are for Administrators only.
User Cannot Log In (Account Unlocked)
If you see the error message "Incorrect username or password. If you believe this is an error, please reset your password or contact support":
Do not use the Username and Password fields below the primary login button. These fields are for external users only.
Click the "Sign-in with" button to log in via VendorPanel, or navigate directly to vendorpanel.com.au.
User Cannot Log In (Account Locked)
If you see the error message "Account is locked - contact support for assistance," this means you have had multiple incorrect password attempts. You will need to have your account unlocked before you can access any CORE Modules.
Note: If you are not an external user, you should be using the "Sign-in with" button. Attempting to enter your credentials in the Username and Password section may be causing the lock-out.
How to Fix It:
Reach out to your Administrator or Support (via Live Chat or support@vendorpanel.com) to unlock your account.
Once your account is unlocked, ensure you use the "Sign-in with" button to log in or head to vendorpanel.com.au.
How to Unlock a User (Administrators Only)
If an Administrator receives the "Account is locked" error from a user, they can unlock the account using the following steps:
Navigate to the Control Panel in the top-right corner of your screen.
In the left panel, click Security->Users and Groups
Search for the user name, click Edit to the right of the relevant user.
Click Unlock.
What's Next / Related
If you don't have an account or haven't been set up, your Administrators can invite you using: Invite and Set Up a New User in Go to Market (GtM) and CORE.
Limits & Notes
This process applies only to users accessing CORE Modules. External users use the Username and Password fields.