Frequently Asked Questions

Q. What is Multi-factor Authentication (MFA)?

A. MFA is the requirement to present two or more methods of identity verification in order to access an application. For Coupa Portals, this means a username and password, plus a one-time code sent to your email address. Please see a link to Coupa Help here Manage Two-Factor Authentication | Coupa 

Please Note: Make sure to save your "Emergency Recovery Codes" in case you change your phone or lose access to MFA. Governance of the app is outside of TES and we can't assist you with troubleshooting. In case you encounter any issues please contact: supplier@coupa.com 

Q. Why am I required to use MFA in certain scenarios?

MFA is a leading security practice recommended by most major security industry bodies and Coupa.

You will be prompted for a second factor based on your unique login patterns. If you regularly log in from the same devices and locations, you may only occasionally be prompted for MFA. If you log in from unrecognized devices or have an irregular login pattern, prompting will be more frequent.

Q. I have been prompted to subscribe to a Coupa Verified tier, do I need do do this?

A. No, you do not need to pay anything to use the Coupa Supplier Portal. Make sure you choose the “Free Forever” option if prompted.

Q. When will my Invoice be paid?
A. Your payment terms are 30 days from the date of your invoice, paid on the next available payment run, but not in advance. Only fully approved invoices will be paid.

Q. When are the payment runs done?

A. Payment runs are done weekly. Cleared funds will be in your bank account not later than Friday each week, except for weeks where there is a bank holiday. For invoices that have become due that week. There are no payment runs in the week between Christmas and New Year.

Q. How can I see the status of my Invoice?

A. You can view all your invoices in your Invoice List. There is a column in the list showing the Invoice status. You can see an explanation of the different Invoice statuses here.

Q. I have a query about my Purchase Order, what do I do?

A. If you comment on a Purchase Order with your query, it will be picked up by your Programme Director. See how to comment on a Purchase Order here.

Q. I have a query about my Invoice, what do I do?

A. If you comment on an Invoice with your query, it will be picked up by the Accounts Payable Team. See how to comment on an Invoice here.

Q. How do I know if my PO is fully billed?

A. If you open up the Purchase Order you can see how much has been Invoiced against each line. Once a Purchase Order has been fully billed it will eventually close and show as “Closed” status on your Purchase Order list. There can be some time between you submitting an Invoice and the PO closing so please keep track of what you have already Invoiced in your Invoice list.

Q. Why has my Invoice been disputed?

A. The Invoice you submitted either contains a mistake or does not meet the requirements to be approved. You can see the reason for the dispute if you open up the Invoice.

Q. Why can’t I edit or delete an Invoice that I have already submitted?

A. Once you submit an Invoice, you are creating a legal document that cannot be amended. It can only be cancelled or adjusted with a Credit Note.

Q. I am a pathway tutor with an overseas address and bank account. What exchange rate should I use?

A. When submitting your invoice, you will find a mandatory field for the ‘exchange rate’. This field will need to be populated. You could search for the exchange rate on Google and use this. Please note that the converted amount is for guidance only. The final amount will be calculated on the day of the payment, using the bank’s own daily currency conversion rate.

Q. I have a query, who do I contact?

A. Payment query: If your invoice is fully approved and has met our payment terms, please query directly in the comment section of the invoice @ accountspayable@tes.com. AP will get a notification and respond to your comment.

Purchase order issue: If you have a query on your purchase order please contact your Programme Director directly.

Coupa Supplier Portal issue: If you have a query on how to use the Coupa Supplier Portal, please refer to the Knowledge Base here Support Portal.

For anything else - Please raise a ticket here on the Support Portal here: Submit a Ticket.

Glossary of Terms

Remit To Address

This is the address that goes on your invoices. If you are a registered business it should be the business address, otherwise it can be your home address.