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Troubleshooting

Common problems in Procurement XP and how to resolve them. Use the contents list on the right to jump to a section, or press Ctrl+F to search this page.

Sign in with Microsoft doesn't work​

Cause — A personal or non-GEMS Microsoft account is being used, or an external vendor is trying to sign in through the internal button.

Fix — Sign in with your GEMS M365 email address — the same one you use for email. External vendors must use Vendor sign in instead, below the main sign-in square.

A vendor can't find where to sign in​

Cause — Vendors have a separate entry point to the platform and cannot use the staff sign-in button.

Fix — Direct the vendor to the prompt below the main procurement sign-in square: Are you a vendor? Sign in here. Their username and password are in the invitation email sent by the school.

Cause — Access to Vendors, Prospective Vendors, Contracts, Purchase Requisitions and Projects depends on the permissions attached to your account.

Fix — Contact your procurement administrator to confirm which sections your role should be able to see.

An Overview tab is empty​

Cause — There are no records that currently meet the tab's criteria — for example, no contracts are approaching their end date.

Fix — No action needed. The tabs only list live items, so an empty tab means nothing in that category needs attention.

I've navigated away and can't get back to the Overview​

Cause — The Overview is the landing page rather than a link in the section list.

Fix — Click Procurement XP at the far left of the navigation bar to return to the Overview from anywhere in the platform.

Vendor Registration​

The vendor hasn't received their invitation email​

Cause — Adding a prospective vendor and inviting them are two separate steps. Creating the record does not send the invitation.

Fix — Open the Prospective Vendors table, find the vendor, and click Invite vendor in the far-right column. Complete the details and click Submit.

The vendor can't add their bank account​

Cause — A system check prevents a bank account that already exists in the platform from being added against a prospective vendor.

Fix — Confirm the vendor is not already registered under another record. If the account is genuinely new, check the details entered against the bank letter and re-enter them.

The bank details didn't populate after uploading the bank letter​

Cause — The system reads the uploaded bank details letter and fills the fields automatically, but only if the document is legible.

Fix — Re-upload a clear copy of the bank details letter. If the fields still don't populate, enter the details manually.

The vendor's status has changed to manual intervention​

Cause — Bot validation could not verify the submitted form automatically.

Fix — The procurement team must complete the verification manually before the status moves to Procurement review and approval can continue.

The completed vendor form hasn't reached procurement yet​

Cause — Bot validation runs after the vendor submits, and the form is not released for review until it finishes.

Fix — Allow 3–5 minutes for the form to reach procurement. If the status changes to manual intervention instead, complete the verification manually.

Finance has returned the vendor form​

Cause — The finance team found an issue with the extracted values or the supporting documents.

Fix — The form returns to procurement with finance's comments. Review the comments, correct the record or request updated documents from the vendor, then resubmit for Finance approval.

I'm not sure which documents the vendor needs to supply​

Cause — Documentation requirements differ depending on whether the prospective vendor is local or overseas.

Fix — The full list of required documents for that vendor is included in the invitation email they received. Typical documents include a VAT certificate and a trade licence.

I can't find the approved vendor's account number​

Cause — Once approved, the record moves out of Prospective Vendors and becomes a full vendor.

Fix — Look in the Vendors tab, or in D365 F&O under Accounts payable ▸ Vendors ▸ All vendors.

Contract Management​

The contract can't be submitted to the contract manager​

Cause — One or more required fields have not been completed.

Fix — Missing fields are highlighted in red. Work back through Basic information, Contract specifics, Attachment, and Reviewers and approvers, complete anything highlighted, then click Submit to Contract Manager.

I need to change a contract that has already moved to the next stage​

Cause — Once submitted, the contract sits with the assigned reviewer and cannot be edited by the previous stage.

Fix — The current reviewer clicks Send back… to return the contract to the Initiator or Contract manager for updating.

The contract is stuck waiting on the vendor​

Cause — After business approval, the approval pathway is blocked until the vendor responds.

Fix — Nothing can progress until the vendor either approves the contract or uploads a counteroffer. Negotiations take place on the platform, so check the contract for a newly uploaded version.

I can't find an earlier version of the contract​

Cause — Each upload creates a new version, and only the latest is shown by default.

Fix — Click View version history in the top-left corner of the contract to access previous versions.

I'm not sure which version of the contract to work from​

Cause — Several parties upload revised documents during review and negotiation.

Fix — Always click Download current version on the right of the screen, make your changes to that file, then upload it in the Attachment tab under Upload Contract.

Cause — The contract manager can bypass both Legal and Business and submit the contract directly to the vendor.

Fix — This is expected behaviour where those reviews aren't needed. If the contract should have been reviewed, use Send back… to return it and reassign the reviewers.

The CPO can't submit the contract to the CEO​

Cause — The CPO has two extra confirmations that must be completed before the contract can move on.

Fix — Tick both Risk confirmation and Government compliance confirmation in the CPO tab, then submit to the CEO.

The contract status won't change to Signed​

Cause — The final CEO steps have not all been completed.

Fix — The CEO must tick Execution confirmation, upload the signed contract, complete the Signed date field, and then mark the contract as signed.

The signed contract isn't showing in D365 F&O​

Cause — The contract only flows through to F&O once it has been marked as signed.

Fix — Confirm the contract shows as signed in Procurement XP, then look in F&O under Procurement and sourcing ▸ Contracts ▸ All contracts.

eSourcing, Bidding and Auction​

The purchase requisition doesn't appear when creating a project​

Cause — Sourcing projects are built from purchase requisitions raised in D365 Finance & Operations. If the requisition doesn't exist there, it won't be listed.

Fix — Raise or complete the purchase requisition in D365 F&O first, then create the project and select it from the list.

A project was published by mistake​

Cause — Publishing immediately sends the invitation email to every selected vendor and prospective vendor.

Fix — Publishing cannot be undone. Use Project messages and Event communication to contact the invited vendors and explain the position.

No assessments are showing on the project​

Cause — The assessments available depend on the Company type selected. Some company types — a service company, for example — require few assessments or none at all.

Fix — Check the company type selected under Assessments. If it is wrong, change it and the applicable assessments will update.

A prospective vendor has been invited to bid — can they be awarded the project?​

Cause — Prospective vendors can be included in a sourcing project and will receive the invitation email, but they are not yet fully onboarded.

Fix — The vendor must complete the full registration and approval process before their bid can be accepted. Start their onboarding in parallel so it doesn't hold up the award.

A vendor says they can't submit after the deadline​

Cause — The submission close date set under Schedule is the last day vendors can submit.

Fix — Check the close date on the project. Submissions after that date are not accepted.

There's no clear winner among the submitted bids​

Cause — Bids are too close to award, or more detail is needed from the vendors.

Fix — On the Approve quotations page, click Next Round to open an auction rather than awarding the project.

The project was awarded to the wrong vendor​

Cause — Awarding a project closes it. The status changes to closed and awarded.

Fix — This cannot be undone. Contact your procurement lead — a new sourcing project will need to be raised.

The contract wasn't created after awarding the project​

Cause — Awarding a project does not create the contract by itself.

Fix — Go to Contracts, click New Contract, search for the awarded vendor under Supplier name, open their Approved bids section, and select the awarded project. Complete the form sections and publish — the contract is then created in D365 F&O.

A vendor can't find the project they were invited to​

Cause — Invited projects sit in a dedicated area of the vendor portal.

Fix — Ask the vendor to click RFQ/Auction in the vendor portal navigation. Every project they have been invited to is listed there. They must click Participate to open it.

A vendor's Submit button won't work​

Cause — A bid has four parts — technical, terms and conditions, assessments, and price bid — and all must be complete before submission.

Fix — Ask the vendor to work back through each section, including entering a Unit price for every item and accepting the buyer's terms, then submit.

A vendor wants to change or withdraw a submitted bid​

Cause — Once submitted, a bid is visible to the buyer immediately.

Fix — Bids cannot be recalled. The vendor should raise the issue through the Event communication tab so the buyer is aware before quotations are compared.