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FAQ: SLCP Gateway troubleshooting and common questions

  • Updated

This article helps you troubleshoot most common SLCP Gateway issues you can encounter during registration or while managing your account.

This FAQ helps facilities solve common issues with the SLCP Gateway, such as registration errors, login problems, and profile updates. Most issues, like missing confirmation emails or forgotten passwords, can be fixed quickly using the Gateway’s automated tools.

Registration & email issues

Password & Access Problems

Managing Users & Multiple Profiles

Profile Information & Technical Details

 Registration & Email Issues

I cannot register a Gateway profile with my email address

  • This often happens if the email is already registered in the system
  • Please contact the SLCP Helpdesk and share the email address you are trying to use
  • We can help you regain access to your profile

I am not receiving my registration confirmation email

  • First, check your junk or spam folder.
  • To prevent this, add donotreply@slcpgateway.sustainabilitymap.org and notifications@slcpgateway.sustainabilitymap.org to your safe senders list
  • If you still cannot find the email, contact the SLCP Helpdesk [UM7] [KR8] for additional support

What should I do if my facility profile is rejected?

  • Check the reason behind the rejection of your facility. You will be able to find this in the email message confirming facility profile registration request rejection
  • You can access your facility profile to update the information which needs correction and submit your request again
  • Tips for improving your facility profile registration:
    • Match name on your license: Ensure the facility name and address match your business license or other relevant official documents.
      • If you’re registering multiple facilities that belong to the same manufacturing group, you can add additional information such as unit name, plot number or partial address to the name to create a unique name for your facility. For example: ABC Garments Limited Plot 1 unit or ABC Garments Limited River Street unit
    • Use English and write using the Latin alphabet: All profile fields must be filled out in English, using the Latin alphabet. Registration requests using other languages/alphabets will be automatically denied
    • Avoid duplicates: Before submitting a request, please check if your facility or facility with a similar name is already registered on Gateway using the public registered facility list
    • Check Better Work status – In some countries, Better Work-enrolled facilities can create a profile on SLCP Gateway and share data, while in others that will not be possible. To find out more information, you can visit this section of our Helpdesk

Am I allowed to use the same facility name for a new profile?

  • No, you cannot use a facility name that is already being used for another profile
  • You can check the public facility list on Gateway to search if other facilities have been registered with the name you would like to use
  • We also have more guidance included in our Guide to registration on Gateway

My facility is Better Work-enrolled. Can I have additional profile on Gateway to complete SLCP assessments next to my Better Work assessment?

  • No, it is not possible to have more than one profile registered on SLCP Gateway for the same facility. This is valid for all facilities regardless of their Better Work status, as this prevents duplication of social compliance efforts.
  • There are different rules that apply to Better Work-enrolled facilities when it comes to ability to complete SLCP verified assessments and being able to have a Gateway facility profile. You can find out more information about it in this support article.

What is a facility Gateway ID number and how can I find it?

  • Facility Gateway ID is a unique code that’s assigned to each facility registered in the platform (i.e. “FA12345”)
  • The code is visible in your Facility profile and can also be found in your email after completing the user account registration.

Password & Access Problems

I forgot my password

  • You can reset your password using the "Forgot password?" option on the Gateway login page
  • Alternatively, you can also use the option “Login without password”. A one-time login code will be sent to the email you registered with to access your Gateway account
  • If neither of these options work for you, please reach out to the SLCP Support team with the email address of your account and facility Gateway ID.

The person managing our profile left the company. How do I get access?

  • Please contact the SLCP Helpdesk for further support, sharing your facility name and facility Gateway ID

Managing Users & Multiple Profiles

Can multiple people have access to the same facility profile?

  • Yes, you can add multiple user accounts to manage one facility profile.
  • You can find more information on how to do this in our user management guide

Can I use the same email address to create accounts for multiple facilities?

  • Yes, you are allowed to use the same user account (email ID) to create and manage multiple profiles on the Gateway.

Am I allowed to change the registered user account?

  • You cannot directly change the registered account.
  • You must first add a new user to the profile; after that, the SLCP admin can delete the previous one.

Profile Information & Technical Details

What is an OS Hub ID and how can I get one?

  • The OS Hub ID is a unique identification number from the Open Supply Hub used to provide public information about facilities.
  • To get an ID, you must create an account on the Open Supply Hub and register your facility.

 Can I add more than one language to my profile?

  • Yes, you can add as many languages as are spoken by your employees and management.
  • Log in to the Gateway, go to "Facility profile," and use the language section at the bottom to add more.

 Why can't I select a Verifier Body (VB) on the Accredited Host platform?

  • If you have finished your self-assessment but cannot find a VB, check the following:
    • Language mismatch: Ensure the languages workers speak in your profile match the VB's capabilities
    • Country information: Ensure your country name is spelled correctly (e.g., "Macao" instead of "Macau")
    • VB Eligibility: Some VBs are not eligible for verification in specific countries. Check if the VB or verifier you’re trying to select is eligible to operate in your country
  • If all of these have been correctly addressed and reflected in the system, please reach out to SLCP Support team for further assistance

I want to complete Higg FSLM, do I need to register on the Gateway?

  • If you are only looking to complete Higg FSLM self/joint assessment, without having your assessment verified you do not need to register on SLCP Gateway. This data will remain on Worldly platform and it cannot be transferred to SLCP Gateway further
  • If you want your Higg FSLM self-assessment to be verified and obtain a verified assessment report (vFSLM), you will need to create a facility profile on the Gateway. Once completed, verified Higg FSLM assessment data (vFSLM) can be shared from Worldly (Higg FSLM) to the Gateway

Where do I find the e-learning completion code to include in my Gateway profile?

  • The e-learning code that you need to include in your Gateway profile can be found on the certificate from the Facility Course:
Screenshot_2022-05-22_at_15.41.16.png
  • You can download your certificate from our e-learning platform, by accessing section My Certificates

 

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