By clicking “Accept All Cookies”, you agree to the storing of cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts. View our Privacy Policy for more information.

Related articles

DevelopersAPI guides

Why is my trading partner unable to log in to the system?

First, you should check that you have remembered to press the send invite button for that Collaborator. If the “Invite Status” shows an empty circle, then you need to press the send invite button.


If your trading partner is having difficulties setting a password, please instruct them to use the forgot password link Only the most recent forgotten password link will work, so make sure your trading partner is using the most recent link.

If you are unable to resolve the issue with your trading partner and they are still experiencing a technical issue, please instruct them to:

  • Log a support ticket on our Helpdesk via the following link: Enable will then communicate with them directly and resolve their issue.
  • If they are unable to use that link due to login issues, then instruct them to send Enable an email to and Enable will communicate with them directly through there.
Not useful
Very useful
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

Still have questions?
Raise a ticket or contact our support team.