Welcome to the Support Hub!

Support
FAQs
All your questions answered - covering the most frequently asked questions from our customers
I forgot my login details. Where can I recover my password or username?

No problem. It’s good to remember that your username is the email address that you have used for the registration of your account. If you have forgotten your password, please click on ‘Forgot password’ on the portal login page, where you will need to enter your registered email address for the password reset email to send to.

Tungsten Network uses multi-factor authentication (MFA). You will be prompted to choose between receiving the MFA method of a token via an application, SMS, or email. If you need to reset your MFA, you will need to contact our support team.

Can co-workers be added to my account?

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.

Can e-invoices be sent to different countries?

Yes, Tungsten Network is a global network 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 offering in more detail.

Can I delete my invoices?

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 canceling that invoice.

Are e-invoices compliant with local VAT and tax regulations?

Yes, e-invoicing from 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 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 offering in more detail.

Can we use Tungsten Network to send cross-border invoices?

Yes. Please continue to send cross-border invoices via Tungsten Network in the usual way. We will ensure that your customers continue to receive these as normal.

Can I connect to more than one Buyer?

Yes, your Tungsten Network membership covers multiple connections.

How do I manage my contacts in the portal?

To manage your contacts please follow the steps below:
1. Log in to your account
2. Click on your Company Name (top left corner)
3. On the left-hand side under “My company” > “Contacts” click on “View and manage your contacts”

How can I purchase new transactions?

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).

How do I change the administrator of my portal account?

To change the Administrator of your account, please follow these steps:

1. Log in to your account (using the Administrator’s email and password as only the Administrator can transfer rights)
2. Click on your Company Name (top left corner)
3. On the left-hand side under “My company” > “Users” click on “View your users and their rights”
On this page you will be able to edit/delete users or “transfer” Administrator rights.

Support
Tutorials
Learn more about our services and how to get the most out of them with detailed tutorials.

We're sorry, some of our tutorial videos may not reflect our new look portal whilst we transition and make frequent changes to improve your invoicing experience - for guidance please contact our support team for help by raising a ticket.

Having trouble logging in?

To recover your username or password, please use the links below.

I have forgotten my username

I have forgotten my password

If you don't receive an email to reset your password, you may not be registered with Tungsten Network yet.

Need our help?
Open a support ticket
Submit a request or raise an issue to our support team and we’ll be in touch shortly.

Submit a request or issue to our support team and we’ll get back to you as soon as we can.

Please describe your issue or question in detail.

Optional

arrow

Here to help

Our support team responds Monday-Friday between 08:00 and 18:30 GMT.

Find your local support number