Troubleshooting / Frequently Asked Questions (FAQ)

FAQ E-PROCUREMENT

troubleshooting

regarding our e-procurement solution

Over the last months we have received some questions from users regarding our e-procurement solution. We are delighted to provide the answers below. Generally, we recommend to consult the User Guides for Uploaders and Downloaders (available for download here). Please do not hesitate to contact our e-procurement desk in case of any additional queries.

troubleshooting for upload

+Where can I find help or how can I reach technical support?
Please check the User Guide for Uploaders (available for download here) where you will find a step-by-step description of the upload process. Should your question remain unsolved, please send an email to – our team is available to answer questions Monday to Friday between 9am and 5pm (CET) and will revert shortly.
+Is it possible to delete files once they have been uploaded?
No, uploaded files cannot be deleted. But you have up to 30 GB (gigabyte) in storage volume and are free to add files which will supersede previous submissions. Please adjust the file name and add “updated” or “final” or “V2” (or alike) for easy reference to the last and final version.

This procedure mirrors the hard copy submission: you are allowed to submit more documents, but will not receive the previously submitted ones back.

+Will I receive a confirmation of (timely) upload?
The system does not send out upload confirmations automatically. But when you log on you can activate a little bell icon next to the “Upload” button:

 

Once this button is set to “green”, you will receive an automated email later during the day (the notifications are sent out towards close of business).
We recommend to take a screenshot which shows that you have submitted the file and use this as your proof.

+I lost my password / my password does not work.
Please go to the login page: https://exchange.exficon.de and please klick “Forgot username?” or “Forgot password?”. Usually the user name is your email address. Please make sure you do not type in a blank after you email address when resetting you password. The personalized link to reset your password will be sent to you email address promptly.
+The registered user of our firm will be out of office on submission day.
No problem! Please send an email with the contact details (Firm, Name, Email and Phone number) of the person who will be your authorized uploader to including reference such as the country and the BMZ number. Please CC the Tender Agent (if applicable). We will onboard the new user as quickly as possible and (s)he will receive an automatic notification. Please do not pass on your login data to a third person!
+Is the system available for upload during the weekend?
Yes, the system is web-based and available 24/7. It is accessible anytime.

troubleshooting for download

+Where can I find help or how can I reach technical support?
Please check the User Guide for Downloaders (available for download here) where you will find a step-by-step description of the download process. Should your question remain unsolved, please send an email to – our team is available to answer questions Monday to Friday between 9am and 5pm (CET) and will revert shortly.
+I lost my password / my password does not work.
Please go to the login page: https://exchange.exficon.de and please klick “Forgot username?” or “Forgot password?”. Usually the user name is your email address. Please make sure you do not type in a blank after you email address when resetting you password. The personalized link to reset your password will be sent to you email address promptly.