Skip to main content

FAQ

About us

Tungsten Network’s electronic invoicing network was founded in 2000. Tungsten Network accelerates global trade for customers through:

  • Tungsten Network: Electronic invoicing for connected supply chains
  • Tungsten Network Analytics: Real-time information for better buying decisions
  • Tungsten Network Early Payment: Supply chain finance for business grow
  • Tungsten Network Workflow: Automatic PO matching, invoice status service and more
  • Tungsten Network Global Payments: Receive international payments in your local currency

Tungsten Network is a service provider not just a technology company. Our service encompasses:

A global solution: Tungsten Network enables organisations around the world to exchange invoices electronically. Organisations benefit from a cross-border invoicing, international supplier enrolment and customer support.

"We conducted an exhaustive analysis of the e-invoicing solutions providers and found that Tungsten Network was best positioned to support us in our global needs, and offered a process that made sense. It understands the business and the details, and they demonstrated a dedication to assuring we meet our goals." Manager of Central Processing for Greif

Expert implementation: Tungsten provides an ‘out-of-the-box’ solution, meaning that no extra hardware or software needs to be installed. Our solution leverages existing process and technologies, using existing data formats.

The Tungsten Network implementation and mapping team will manage the integration with you and your customers' or suppliers' accounting systems. Tungsten Network works with several thousand different formats, including all the major ERP and accounting systems.

Best-practice supplier enrolment: A successful e-invoicing campaign requires a high level of supplier participation. Tungsten Network works with buyers to manage their supplier enrolment campaigns, with a dedicated team that uses best practice expertise to actively enrol your suppliers. The team is multinational, so customers can be supported in their local language and business culture.

"Supplier adoption was always going to be a critical issue for us. Clearly without a critical mass of our suppliers on the network the initiative would be hard to justify. But we've enjoyed high levels of suppliers sign up, exceeding our expectations." Computacenter.

Consultative program and account management: Tungsten Network's dedicated Program Management team will manage the set-up of the program, using best practice expertise to ensure a successful launch. Our Account Management team works with you to ensure new targets are reached and new services offered optimise efficiency and cost savings.

Environmentally beneficial solution: Remove paper from your processes and you reduce your carbon footprint into the bargain. Digital solutions are more financially stable and environmentally friendly solutions.

Discover what kind of impact e-invoicing could have on your carbon footprint.

Our solutions

Electronic invoicing is the electronic exchange of invoice data from a supplier's computer to their customers' computers with no requirement for supporting paper documentation. The electronic invoice acts as the VAT, tax and accounting document as well as the request for payment.

With electronic invoicing, or e-invoicing, human intervention or manual document processing is dramatically reduced. The data is sent from the supplier's accounting system and submitted directly to their customers' accounting systems.

Tungsten Network manages the integration between the accounting systems and Tungsten Network. Suppliers send invoice data in an agreed format. It is then translated, enriched, validated, and digitally signed before being sent to the buyer's accounting system, in their preferred data format. There is no need for any additional hardware or software to be implemented.

For smaller suppliers, or those that send a low number of invoices, the Web Form can be used - all that is required is an internet connection and a standard browser.

True e-invoicing enables any supplier to send data from their accounting system to their buyer’s accounting system. E-invoicing removes the manual processing associated with paper invoices.

Scanning and OCR do help to remove some of the manual processing, but in essence a computer creates an invoice and prints it onto paper, which must then be processed to get the data back into a computer. As paper invoices vary greatly in layout and design, some can be hard to read. This makes it difficult for the OCR system to recognise legible data to put into the buyer's computer - leading to manual checking and at times additional manual input.

With e-invoicing from the Tungsten Network, the supplier's invoice data is used to automatically populate the buyer's accounting system and generate a digitally signed PDF invoice image. This is the tax compliant invoice. Tungsten Network sends the image to the buyer so that it can be stored locally or used for workflow purposes. In addition, Tungsten Network stores all invoice images in the invoice archive. This is accessible to both the supplier and the buyer via the Tungsten Network portal.

Some of your customers or suppliers may already use EDI to send or receive invoice data.

EDI provides a fast and secure format, but: it is heavily reliant on standards (that the supplier may not support); requires mapping by the supplier (which is difficult and expensive); and is not available for all companies to use.

Furthermore, EDI is a 'point to point' connection technology, which means that the buyer must communicate separately with each of its supplier. In contrast, the Tungsten Network is a 'many to many' e-invoicing network, which means buyers and suppliers only need to connect once with Tungsten Network regardless of the number of entities with which they are transacting.

With electronic invoicing from Tungsten Network, suppliers don't have to purchase expensive mapping software. They can generate an invoice file from their accounting system using their system’s existing data format. Once they join Tungsten Network, suppliers can send invoices to multiple customers on the network without having to make any further buyer-specific modifications - as the network converts all of the data between both suppliers and their customers.

No. Not if you use the Tungsten Network as there's no need to invest in additional software or hardware. Also the implementation and mapping teams manage the integration for you. They work with you and your suppliers' or customers' existing accounting systems and data files to ensure a smooth transition.

With e-invoicing from Tungsten Network small suppliers can also send electronic invoices. Suppliers who do not have a billing system or do not send enough invoices to justify an integrated solution, can use the Web Form. Accessible 24/7 via the Tungsten Network portal, suppliers simply log onto their account and create their e-invoice online. The data is submitted to their customers via the Tungsten Network, undergoing the same checks as with the Integrated Solution.

Customers that use the Web Form, still benefit from reporting, support, and access to the invoice archive via the secure online portal.

"As a small business, it is crucial for us to be paid promptly, something that Tungsten Network facilitates, letting us know that our invoices have been successfully delivered and are being processed by our customer. Submitting invoices online using Tungsten Network is simple and secure and crucially it offers the added bonus of helping us keep one of our valued clients happy." Founder Glenammer, Engineering L

In addition to electronic invoicing, Tungsten Network also facilitates the exchange of purchase order data. Buyers are able to send their purchase orders via Tungsten Network to their suppliers. On receipt, the supplier is able to accept or reject the purchase order and convert it directly into an invoice.

In addition a buyer can opt for invoice validation. This ensures that the invoice data matches the data on the purchase order submitted via the Tungsten Network.

Tungsten ISS is a feature that Buyers can enable for them and their Suppliers. Suppliers have access to their invoice status on demand and in real-time from the Tungsten Network portal. This gives Suppliers peace of mind as they are able to track the progress of an invoices from submission to payment. It also allows Suppliers to query details about an invoice or a group of invoices, as well as generating reports.

Tungsten Network Analytics is software that analyses your procurement spending based on your invoice data. The application is able to identify procurement spending patterns, and customers can drill down to get specific line level information about any product. The software is able to match similar products and provide a comparison in terms of price. The spend analytics product comes at three levels: Free, Paid and Premium, each offering different levels of insight into procurement spending. The software is also able to analyse the latest campaign trends, as well as portal user activity.

Tungsten Network Workflow is a stable, reliable, out-of-the-box solution for AP automation. It offers 100autom77atic PO matching and end-to-end visibility of invoices for both buyers and their suppliers. Workflow also allows for advanced exception handling and multiple input methods, meaning that it can be easily integrated with clients’ existing systems.

Tungsten Network Early Payment is a supply chain finance product. Buyers must first approve individual invoices as being available for Early Payment. Tungsten Network uses the invoices as collateral to offer Suppliers an advance of the full value of the invoice, less an exceptionally competitive discount, effectively purchasing the invoice collateral. When the invoice is due for payment, the Buyer would therefore pay Tungsten this amount. This is Tungsten’s risk and Suppliers are not accountable for any outstanding payments from their Buyers.

Tungsten Network Global Payments are designed for Suppliers who do business abroad. Tungsten has partnered with Payoneer to give Suppliers the opportunity to get their invoices paid in their own currency, as opposed to a trading currency. Upon signing up with Payoneer, Suppliers can be allocated receiving accounts for UK, US and EU. The value of your invoices will then be paid here directly in GBP, USD or EUR.

Benefits for Buyers

Electronic invoicing provides many benefits:

  • Completely removes paper processing (there is no paper to process)
  • Dramatically increases data quality (there is no manual data entry / OCR)
  • No lost invoices (all invoices delivered directly into the Accounts Payable or workflow system)
  • Better reporting and visibility
  • Greater opportunity to take Tungsten Early Payment discounts
  • Better supplier relationships

In addition, members of the Tungsten Network benefit from our best practice advice and expertise:

  • Only truly global network vendor
  • Best practice supplier enrolment - we proactively enrol suppliers on to the network
  • Best in class Programme and Account Management - ensuring success from implementation through the life of the programme
  • Bespoke implementation and mapping to ensure that both buyers’ and suppliers’ existing systems integrate with Tungsten Network
  • No need to install any additional hardware or software, Tungsten Network provides a fully managed service

Following best practice advice, customers have achieved:

  • 50% supplier enrolment of the targeted supplier base within 6 months
  • ROI within 6 months, typically would be achieved within one year
  • Reduced costs typically by 60%

Contact us to find out more about the business benefits of e-invoicing with Tungsten Network.

E-invoicing through the Tungsten Network streamlines the complex invoice process. This enables suppliers to send invoice data quickly and easily, using their existing systems and data formats. The buyer receives the data directly into their accounting system, removing the need for manual input. In addition, as Tungsten Network can set business rules, such as mandate a purchase order number, time is not wasted on chasing missing information.

Suppliers will benefit from the fact that invoices can be processed more quickly, which can lead to earlier payments. This not only improves business relationships, and enables companies to manage cash flow, but also enables early payment negotiations too. Purchase orders can be converted into invoices at the click of a button, which can result in big time savings. There is also the potential to get full visibility over the invoice process with the Invoice Status Service, which tells you the real-time status of your invoices.

Invoice images are automatically stored in the Tungsten Network archive, where they are accessible to any customers with archiving enabled.

Buyers who have followed our best practice advice have achieved: 50% supplier enrolment of the targeted supplier base within six months; ROI within six months, typically would be achieved within one year; and reduced costs typically by 60%.

Contact us to find out how we can streamline your processes.

The Accounts Payable team benefits from the removal of paper invoices. Data is sent electronically, directly into the accounting system - removing the need for manual input:

  • Invoice data is verified against the business rules. No need to chase missing PO numbers
  • Digitally signed invoice images are received that can be used for workflow and audit purposes
  • Guaranteed delivery and invoice status available via the Tungsten Network portal - no requirement to manage calls from suppliers chasing their invoice
  • Enables the team to concentrate on more value-added tasks
  • Reduces invoice processing costs, typically by 60%

As e-invoicing with Tungsten Network replaces paper, the environmental benefits are instant.

In addition to the reduction in paper, energy is no longer wasted from the distribution, storage and disposal of paper invoices. Based on the number of invoices exchanged in Europe alone, it's estimated that 762,383 tonnes of paper (almost 13 million trees) would be saved if they were sent electronically. Also saved would be enough fuel to run 381,000 homes for one year and over 1.8 million cubic metres of landfill space.

Campaign analytics give Buyers geographically-plotted information about the uptake of e-invoicing across a supplier-onboarding campaign, which can be invaluable for targeting resources.

Portal analytics provide a breakdown of the user activity of your suppliers on the Tungsten Network portal.

Spend analytics analyses procurement trends and searches for instances of price variance, identifying opportunities for savings.

Spend analytics is offered at three levels:

Free – this service offers access to top level trends, providing an overview of your spending over time, including a breakdown of the currencies in which, and the suppliers with whom, you are spending the most.

Paid – a more detailed breakdown of spending patterns, which can be used to identify where products are in fact identical but price differently.

Premium – the complete analysis, from identifying price variances to spotting potentially incorrect tax allocations on invoices to make it easier to reclaim VAT, the premium version is the full picture of your procurement spending. Our research suggests the average Buyer can save between 1-4% of their annual procurement spend using this tool.

The primary asset of Tungsten Network Workflow is that it’s an out-of-the-box solution that can be customised according to a client’s requirements, as opposed to a solution that must be custom made from scratch. This will shave weeks off the time it takes to implement the solution, and also means it can be easily integrated with external software such as SAP in real-time. Automatic PO matching and enhanced exception handling capabilities serve to improve the accuracy of the data, which can often lead to better Buyer-Supplier relationships.

Benefits for Suppliers

Electronic invoicing provides many benefits:

  • Completely removes paper processing, printing, envelopes and mail
  • Invoices are delivered directly into the buyers' systems
  • Faster invoice processing and approvals offer opportunities for faster payments
  • No lost invoices
  • Better reporting and visibility
  • Better customer relationships 

In addition, members of the Tungsten Network benefit from our best practice advice and expertise:

  • Only truly global network vendor
  • Best in class Account Management - ensuring success from implementation through the life of the program
  • Bespoke implementation and mapping to ensure that both buyers’ and suppliers’ existing systems integrate with the Tungsten Network
  • No need to install any additional hardware or software, Tungsten Network provides a fully managed service

Contact us to find out more on the business benefits of e-invoicing with Tungsten Network.

E-invoicing through the Tungsten Network streamlines the complex invoice process. This enables suppliers to send invoice data quickly and easily, using their existing systems and data formats. The buyer receives the data directly into their accounting system, removing the need for manual input. In addition, as Tungsten Network can set business rules, such as mandate a purchase order number, time is not wasted on chasing missing information.

Suppliers will benefit from the fact that invoices can be processed more quickly, which can lead to earlier payments. This not only improves business relationships, and enables companies to manage cash flow, but also enables early payment negotiations too. Purchase orders can be converted into invoices at the click of a button, which can result in big time savings. There is also the potential to get full visibility over the invoice process with the Invoice Status Service, which tells you the real-time status of your invoices.

Invoice images are automatically stored in the Tungsten Network archive, where they are accessible to any customers with archiving enabled.

Buyers who have followed our best practice advice have achieved: 50% supplier enrolment of the targeted supplier base within six months; ROI within six months, typically would be achieved within one year; and reduced costs typically by 60%.

Contact us to find out how we can streamline your processes.

The Accounts Receivable team benefit from fast and guaranteed invoice delivery;

  • Enables your customers to process invoices for payment more quickly
  • No time wasted on chasing 'lost' invoices
  • Can track the invoice status via the Tungsten Network portal. Invoice validation ensures that all the invoice data required is submitted first time
  • Use of the invoice archive to access invoices submitted for reporting and audit purposes

"At the simplest level, sending an invoice electronically costs us less than sending invoices by post - but other benefits are more compelling. Our invoices get guaranteed and speedy delivery, and queries are registered more swiftly, which has the knock-on effect that we get paid without delay." Financial Controller, Poulten & Graf

As e-invoicing with Tungsten Network replaces paper, the environmental benefits are instant.

In addition to the reduction in paper, energy is no longer wasted from the distribution, storage and disposal of paper invoices. Based on the number of invoices exchanged in Europe alone, it's estimated that 762,383 tonnes of paper (almost 13 million trees) would be saved if they were sent electronically. Also saved would be enough fuel to run 381,000 homes for one year and over 1.8 million cubic metres of landfill space.

Where Early Payment is available, Suppliers no longer have to wait on your clients to make payments for goods and / or services already rendered. You are able to access money that you are already owed, but have the freedom to do it at a time of your choosing, which means much greater control of your cash flow. The business-applications of a well-timed cash injection are numerous, from being able to fill an especially large order or make your own impending payments.

Global Payments mean that Suppliers can avoid the foreign exchange charges that can weigh heavily on your bottom line, saving up to 90% on bank transfers. Payoneer is also a highly secure method of receiving payment in itself, being used by global giants like Amazon and Airbnb.

Compliance

Yes, the Tungsten Network is global and enables members to exchange invoices across the world. Tungsten Network complies with local tax regulations easing your compliance burdens. Working with PwC, we ensure that we meet fiscal and invoice regulations across Europe, North America and Asia Pacific.

Contact us to discuss our global compliance in more detail.

Yes, e-invoicing from the Tungsten Network is compliant with local VAT and tax regulations. We work with PwC to ensure that local fiscal and e-invoicing regulations are met.

Buyers and suppliers on the Tungsten Network receive a digitally signed PDF image of the invoice. This is the tax compliant invoice image. The buyer can use this for workflow and audit purposes.

Members of the Tungsten Network are able to store the digitally signed PDF on their own electronic archive, or can access it 24/7 from the Tungsten Network archive.

Contact us to discuss our global compliance in more detail.

P2P is the abbreviation for Purchase-to-Pay (or Procure-to-Pay). This follows the complete process from the purchase of goods by a buyer to the payment received by the supplier.

Many solutions assist in streamlining this process including online purchasing tools, purchase order delivery, electronic invoicing, workflow solutions, and electronic payments.

Tungsten Network partners with many leading organisations to offer the best in class solutions to meet all clients’ needs.

EIPP stands for Electronic Invoice Presentment and Payment. It is simply the process where buyers and suppliers exchange and manage invoices using solutions such as the Tungsten Network.

Other terms used to define EIPP can be electronic invoicing or e-invoicing. These terms usually relate to the buyer being the main initiator of the service, receiving their invoices from many of their suppliers, via the same process.

EIPP solutions allow buyers and suppliers to exchange financial documents electronically (not only invoices, but purchase orders, remittance advice, etc.) and manage the processing of these documents quickly and securely online. The benefits of using an EIPP system such as the Tungsten Network for Accounts Receivable and Accounts Payable include removal of manual processing, improved cash flow visibility, ability to pay on time, and access to a secure archive.

EBPP stands for 'Electronic Bill Presentment and Payment'. It is simply the integrated transmission of bills (invoices), for presentment and to fulfil the payment process.

Other terms used to define EBPP can be electronic billing or e-Billing. These terms usually relate to the 'supplier' being the main initiator of the service. Sending their invoices to many of their customers (buyers) using the same process.

EBPP solutions enable suppliers and buyers to exchange invoice data electronically, in order for them to be presented and processed for payment. The benefits of using an EBPP system such as the Tungsten Network for Accounts Receivable and Accounts Payable include removal of manual processing, improved cash flow visibility, ability to pay on time and access to a secure archive.

With e-invoicing from Tungsten Network there is no requirement to print or store paper copies of your invoices. Tungsten Network not only sends the invoice data to the buyer's accounting system, but will also send a digitally signed PDF that can be used for workflow and tax audit purposes. This is the tax compliant invoice.

Tungsten Network stores every invoice that is submitted across the e-invoicing network in the invoice archive. All members of the network are able to access this archive 24/7 via the Tungsten Network portal.

No. Not if you use the Tungsten Network as there's no need to invest in additional software or hardware. Also the implementation and mapping teams manage the integration for you. They work with you and your suppliers' or customers' existing accounting systems and data files to ensure a smooth transition.

With e-invoicing from Tungsten Network small suppliers can also send electronic invoices. Suppliers who do not have a billing system or do not send enough invoices to justify an integrated solution, can use the Web Form. Accessible 24/7 via the Tungsten Network portal, suppliers simply log onto their account and create their e-invoice online. The data is submitted to their customers via the Tungsten Network, undergoing the same checks as with the Integrated Solution.

Customers that use the Web Form, still benefit from reporting, support, and access to the invoice archive via the secure online portal.

"As a small business, it is crucial for us to be paid promptly, something that Tungsten Network facilitates, letting us know that our invoices have been successfully delivered and are being processed by our customer. Submitting invoices online using Tungsten Network is simple and secure and crucially it offers the added bonus of helping us keep one of our valued clients happy." Founder Glenammer, Engineering L

PricewaterhouseCoopers gives Tungsten Network tax advice. Tungsten Network retains the services of local PwC organisations to liaise with the respective local Tax Authorities to ensure we have the most up-to-date tax information to build into our product

TrustWeaver digitally sign our invoices. TrustWeaver provides tools that facilitate compliance and auditability of business documents and processes through innovative electronic signature-based solutions.

In this case, Tungsten will not be able to provide a legally valid electronic tax invoice digitally-signed by TrustWeaver. Instead, Tungsten will provide a workflow image of the invoice, which will contain all the relevant information but does not count as a legal document for the purposes of audit or VAT reclaim.

In essence, the digital signature proves to a Buyer that an invoice was genuinely sent by the Supplier named on the invoice. Digital signatures are used to demonstrate the authenticity of the origin of an invoice, as well as the integrity of the data of the original document. Tungsten Network signatures are issued by TrustWeaver and contain a timestamp.

It is necessary to verify all invoice signatures before further processing in order to close the audit trail, but this can be done by Tungsten Network with the explicit written consent of the client, if required.

Tungsten Network stores every invoice that is submitted across the e-invoicing network in the invoice archive. All members of the network are able to access this archive 24/7 via the Tungsten Network portal. Invoices are stored sequentially and are always searchable. As long as invoices are stored within the e-Archive, Tungsten Network guarantees their legibility and that they are secured against unauthorised access.

Getting started

Yes, your Tungsten Network membership covers multiple connections.

Connections can be made from within the Tungsten Network portal. To the right of the home screen there is a search field where you can ‘Find your customers…’ Simply type the name of your customer in this field, search and select your customer from the list. Alternatively, you can navigate to the Customer Connect page using the menu tabs (Customers> Connect with a Customer) or simply login to the portal and then put this link in the address bar: https://portal.tungsten-network.com/Forms/Registration/AddCustomer

Web Form Suppliers can purchase new transactions via the Tungsten Network portal. You can find the ‘Purchase Tungsten Network transactions’ page on the ‘Invoicing’ menu (the same menu that lists the ‘Create invoice’ page).

Integrated Suppliers are able to settle their accounts via BACS. Simply navigate to My Company > Company information > Your Tungsten Account and click PAY. You will then be able to follow the options to receive the necessary details to pay via BACS.

Web Form Suppliers seeking to purchase Tungsten Network transactions are not able to pay via BACS and will need a debit or credit card.

Yes. Whether you are purchasing Tungsten Network transactions or settling your account balance, Tungsten accepts American Express. When paying, simply choose ‘Amex’ as your ‘Card type’ and proceed as normal.

This will be sent to your billings contacts one month before your account is due for payment. You can also find it in the Tungsten Network portal, simply navigate to My Company > Company information > Your Tungsten Account.

When logged into the Tungsten Network portal, select ‘My POs’ from the header menu.

You can find this information on the ‘Invoice status’ page under the ‘Invoicing’ menu (the same menu that lists the ‘Create invoice’ page).

Invoices with Tungsten Network:

  • Sent – your invoice is waiting to be processed
  • Accepted – Tungsten Network has processed your invoice and it has passed validation
  • Delivered – the invoice is available for collection

Invoices with your Buyer:

  • Received – the Buyer has collected the invoice and entered it into their system
  • Approved – the Buyer has approved payment of the invoice
  • Paid – the Buyer has paid the invoice

Exceptional invoice statuses:

  • Failed – Tungsten Network attempted to process the invoice but it failed to pass our validation checks
  • On hold – the invoice is on hold pending the completion of a standard approval process task. No action by the supplier is required at this time
  • Rejected – the Buyer has rejected the invoice
  • Exception – the Buyer has indicated there may be a problem with the invoice

No. In this case you should raise a separate credit note (via the ‘Create invoice’ page) that mirrors the errant invoice, effectively cancelling that invoice. You will then need to raise a new invoice with the revised invoice data.

Yes, but it is not recommended as it will also delete the Buyer’s payload and create confusion. It is best practice to raise a credit note (via the ‘Create invoice’ page) that mirrors the errant invoice, effectively cancelling that invoice.

You are only able to reactivate invoices that have the status ‘Failed’. You can do this by navigating to the ‘Invoice status’ page under the ‘Invoicing’ menu (the same menu that lists the ‘Create invoice’ page). Choose a failed invoice or credit note from the list and select the ‘View details’ icon. Select ‘REACTIVATE INVOICE’.

When you reactivate your invoice or credit note, a green notification box will appear informing you that your invoice has been reactivated – it will include a link via which you can navigate to the new location of the invoice.

Also, you can find and edit the invoice in the ‘Saved invoices’ list on the ‘Create invoice’ page.

You will need to contact your Buyer to chase payment, but you can view your invoice status by navigating to the ‘Invoice status’ page under the ‘Invoicing’ menu (the same menu that lists the ‘Create invoice’ page).

Click on your Company name in the top left hand corner of the Tungsten Network portal and you will find your AAA number listed at the bottom of the Company details page. Alternatively, you can click on ‘Help & Support’ in the top right hand corner, and your AAA number will be listed in the ‘Useful information’ box located on the left side of the page.

You can create and download reports for your invoices by using options listed under ‘Reporting’ on the header menu. Suppliers and Buyers will find different reporting options for invoices, submitted and received. There you can create custom reports.

When you purchase Tungsten Network transactions for a Web Form account, a confirmation email is sent to the email address used to login to that account when the transactions were purchased. They will receive a confirmation message containing a transaction reference code.

You can also review your transactions history by navigating to ‘Purchase Tungsten Network transactions’ page on the ‘Invoicing’ menu (the same menu that lists the ‘Create invoice’ page). Your transactions purchase history is available in a box on the right side of the page.

Hover over the ‘Help & Support’ tab in the top right corner to cascade the menu – select ‘View Tickets’. Your active requests will appear in a list. Use the ‘View’ icon to look at the requests and respond to them.

Yes. Navigate to ‘My Account’ > ‘Users’ > ‘View your users and their rights’. From here you can add new users, define their account capabilities and transfer administrator rights if necessary.