Portals Hub FAQ's
Find answers to the most common Portals Hub access, activation, and support questions in one place. This guide outlines the recommended next steps and explains when to contact Tradeplace Support for further assistance.
Below is a list of the most common questions and issues in the Portals Hub environment.
I can’t log in to Tradeplace; my account seems blocked
To unlock your account, follow these steps:
1. Check whether your account has been migrated to the new Portals Hub: Migration to the Portals hub
2. If you have recently completed the migration or registration, ensure you have manually activated your account. You should have received an activation email—also check your spam folder.
If you still receive error messages when logging in, please contact support@tradeplace.com.
I don’t know my username to log in.
Usernames in Tradeplace are always email addresses. Try logging in or resetting your password using your email.
If you cannot locate your account or still cannot access it, please contact support@tradeplace.com.
I receive an error: “We can’t find any account registered with this e-mail"
This error appears when your email address is not registered as a user in the Portals Hub. Most likely, your account has not been migrated. Please contact support@tradeplace.com for guidance on the next steps.
I can’t reset my password because my recovery email is outdated.
In the Portals Hub, the registered email address cannot be changed. If you need to use a different email address, you must complete a new registration: Registration Process for the Portals Hub
If needed, we can also reset your password manually. Please contact support@tradeplace.com.
How can I check if my account is still active?
Log in via the Tradeplace Portal Login using your registered email and password.
If you receive an error such as “We can’t seem to find your account,” either the migration was not completed, or the credentials are incorrect.
I haven’t received the activation email after migration/registration.
Check your spam folder for an email from Hub Support and click “Activate account.”
If you cannot find the email, contact us at support@tradeplace.com so we can activate your account manually.
How long does it take for my request to be approved?
Tradeplace is not responsible for processing requests; this is handled by each manufacturer. Approval time varies by manufacturer, but the usual timeframe is approximately one week.
My brand request has expired.
If your request has expired, it means the manufacturer did not process it within the expected timeframe and it can no longer be approved. You must delete the expired request and submit a new one.
For detailed instructions, see: How to manage your connections and request new brands in the Portals hub?
I can’t see any brands when I log in.
This issue is usually related to cookie storage in your browser. Please:
1. Clear your browser cache and cookies.
2. Close your browser completely and reopen it.
3. Go directly to www.tradeplace.com and log in. Do not use bookmarks or favorites to avoid redirection issues.
Questions about products, orders, cancellations, etc.
Tradeplace acts as an intermediary and does not have access to manufacturers’ internal systems or real-time operational data.
For any questions related to products, orders, cancellations, and similar topics, please contact your local account manager, who can provide accurate and up-to-date information.
How do I access spare parts ordering?
Only BSH offers spare parts ordering via Tradeplace. To access this, you must request access to the “BSH Customer Service” brand.
For all other brands, spare parts are managed via Agora.
I encounter errors within brand portals.
If you experience issues within any brand portal, please contact support@tradeplace.com so we can escalate the case to the relevant manufacturer team.
You can also reach out directly to your sales representative or the brand’s support team, as these issues are managed in their own systems.