Accessing the Indigo Vendor Hub
Q. I received the message "Your account has not been approved." or "Your account has been locked out. Please contact the administrator for help".
A. Please fill out the Vendor Onboarding Support form and select Vendor Hub from the dropdown, noting in the Description field that you need your account approved or unlocked. Please provide your username as well, to ensure the correct user's account information is updated and minimize any potential delays.
Q. How can I provide others in my company access to the registration?
A. If you are the Primary/Business contact or have the role of Supplier Admin, log in to the Vendor Hub and follow these steps:
- From the Indigo Vendor Hub home page, click Update Profile to open the registration:
2. Navigate to the Business Address section of the registration where the contacts are listed.
a. If the individual is listed as a contact already: click the blue Edit button to the left of their name and skip to step 4.
b. If the individual is not listed as a contact yet: click the Add new record button and continue to step 3.
3. In the popup window, select the Contact Type that best fits your new user, and fill in the required fields (First Name, Last Name, E-mail Id).
4. Select from one of the three Roles:
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- Supplier Admin: will let the user make edits to the registration as well as assign roles to other contacts
- Supplier Registration: will let the user make edits to the registration
- Supplier View Registration: will let the user view the registration only
4. Click Ok - this will close the popup window, adding them as a Contact. If you selected a Role for them, an email will be sent to them shortly after with that user's credentials.
Q. My new password meets the requirements, but I get an error message and it won't let me change it.
A. The first thing to check is that the Current Password field is being filled in correctly:
- If you're changing from an old password to a new one, enter your old password exactly as it was in the Current Password field; then fill in the next two fields with your new password, taking care it is exactly the same for both boxes
- If you're changing from a temporary password to a new one, copy and paste the temporary password into the Current Password field, taking care not to accidentally add an extra space before or after the temporary password - the extra space can cause the password update to fail. Then fill in the next two fields with your new password, again taking care it is exactly the same for both boxes.
If, after checking the Current Password was filled in correctly and the new password was filled in exactly the same for the next two boxes, an error message still appears stating the password could not be changed, please fill out the Vendor Onboarding Support form and select Vendor Hub from the dropdown, providing as many details as you can.
Q. How do I reset the answers to my security questions?
A. There are two ways to reset the answers to your security questions. If you are able to log in, please follow these steps:
- When you log in, you will see Welcome (your name) near the top right of the screen
- Hover your mouse over it to display a dropdown menu and select Preferences
- On this screen, delete the old answer(s) and type in new ones for your security question(s), then click the Submit button
- The screen will refresh, saving the new answers
If you are unable to log in, please fill out the Vendor Onboarding Support form and select Vendor Hub from the dropdown, noting in the Description field that you need your security questions reset. Please provide your username as well, to ensure we reset the correct user's security questions and minimize delays.
Registration
Q. I'm getting a blank page with the word false after clicking a blue Edit button.
A. The Indigo Vendor Hub is optimized for the following web browsers:
- Microsoft Edge
- Google Chrome
- Safari
Other web browsers, such as Mozilla Firefox or Brave, may run into issues when loading sections of the registration; please try accessing the Indigo Vendor Hub using one of the three web browsers noted above instead.
If the issue persists after switching to a supported web browser, please fill out the Vendor Onboarding Support form and select Vendor Hub from the dropdown, and provide the following:
- A description of the issue you're experiencing
- The version of the web browser you're using when you access the Vendor Hub
- Attach a screenshot of the issue
Q. Why is the Tax Information section stating my number is invalid?
A. The Vendor Hub automatically validates tax information by checking the tax number and legal business name on the registration and comparing it to what was registered with an official institution, such as the CRA. If the company name on the registration is incorrect or missing a component such as "Inc.", "LLC", "Corp.", etc., please edit the Vendor Full Legal Company Name field to match the company name exactly as it appears in your tax documents.
If the legal company name and tax number are correct, continue filling out the registration until you reach the Document Upload page - there, please upload an official document such as a tax statement showing your company name and tax number for our Finance team to review, then submit your registration.
Q. I received an email notification stating my documents are about to expire - where do I provide the renewed document?
A. Please follow these steps:
- Log in to the Indigo Vendor Hub and click the Update Profile icon.
- Navigate to the Document Upload section and upload your renewed document.
Please note: Please ensure to remove any documents that are expired or about-to-expire by clicking the red "X" in the right-most column; if not, the automatic email notification will be sent again even though there is a renewed document available.
3. Navigate to the final page and click the Submit button.
Other
Q. Why am I receiving emails asking me to complete my registration when I've already finished it?
A. Whenever a user makes an edit or update to the registration, it will not take effect in our internal systems unless the user navigates to the final page and clicks the Submit button. If the user does not submit the registration, the Vendor Hub will automatically send an email reminder once a week until the registration is submitted.
Q. Does the Vendor Hub hold remittance or invoice information?
A. No - remittance information will be sent to the email address listed within the Banking Details page. You can find more information about the Banking Details page here.