If a Fetch connection stops working, the Status column in Business settings > Connections > Cost Connections shows what's wrong. The user listed under Notification sent to also receives an email alert when a connection status changes.
Use the Needing attention tab to filter for connections that need action.
Incorrect login credentials
Dext couldn't verify the login credentials for this supplier portal. To fix this, select Manage > Edit credentials and re-enter your login details.
Common causes include:
Wrong supplier portal selected - some suppliers have separate portals for different regions or account types. Make sure you've selected the correct one.
Wrong username format - check whether the portal uses a username (for example, user123456) or an email address (for example, user123456@mail.com). Usernames are case sensitive - watch out for automatic capitalisation (for example, User@email.com instead of user@email.com).
Wrong password - passwords are case sensitive, and spacing matters. Make sure there are no extra spaces before or after the password when entering it.
Recently reset password - if you've recently requested a password reset for the supplier portal, make sure you're using the new password. If you're unsure, request a reset and try again with the new credentials.
To verify your credentials are correct, open the supplier portal URL shown in Dext and try logging in with the same details. If you're still having trouble, contact the Dext support team for help.
Additional information required
The login credentials were accepted, but the supplier portal requires 2FA. Check that the phone number or email address used for 2FA in the supplier portal is correct and accessible. You may be asked to complete 2FA regularly - often weekly.
To trigger a new 2FA request, select Manage > Force Document Fetch. The connection status switches to Connecting to supplier and may take up to 48 hours to re-establish. If the issue continues, contact the Dext support team.
Action required on supplier's site
Dext verified the connection, but you need to take action in the supplier portal first - for example, verifying your account or accepting updated terms and conditions. Log in to the supplier portal and follow the instructions there. Then return to Dext and select the link in the status tooltip.
Billing page access required
Dext verified the connection, but the account doesn't have access to the billing or subscription page in the supplier portal. Contact your company administrator to request access.
Temporary technical issue
There was a technical problem - either the supplier portal is temporarily unavailable, or Fetch encountered an issue. Select Manage > Force Document Fetch and allow up to 24 hours for the process to complete.
If the error persists, delete the connection, set it up again from scratch, and allow another 24 hours. If you're still having issues, contact Dext support.
Login successful
Dext has verified the login credentials and connected to the supplier portal. No action needed - documents will be collected shortly.