Frequently asked questions

Purpose

Short answers to common questions about Settings, with a pointer to the article that explains each topic.

Getting started

How do I open Settings? Click the gear icon at the bottom of the left-hand navigation bar or the Settings button on the Dashboard. The PO Tracker, Trade Items, Locations, and Trade Partners modules also have a gear icon at the top of the page that opens the matching tab. See Settings overview.

Why can't I see or change some settings? Employees have restricted access, and Admins have full access. Ask an Admin. See Users & Permissions.

What is the difference between personal and account-wide settings? Personal Settings affect only you; everything in the Organization Settings and Master Data Settings sections affects the account. See Settings overview.

The Settings window closed when I pressed Escape. Why? Escape can close the whole window. Use Cancel or X in dialogs. See Settings overview.

Personal Settings

Why can't I edit my email? An email cannot be changed once associated with the account. An Admin can invite the new address instead. See Personal Settings and Users & Permissions.

Does inviting my new email move my history? No. It adds access under the new email; it does not transfer identity or history. See Personal Settings.

What happens if I cancel Reset Password? Nothing changes. See Personal Settings.

Does changing my language translate my data? No. Only Wholechain's interface fields change. See Personal Settings.

Why am I not getting an email? Check that the matching toggle under Preferences is on, and that it is the right kind (for example Sharing does not cover Trade Items or Locations). See Personal Settings.

What does Clear do under UI Preferences? It removes your saved table layouts and column choices for the current account only; no records are affected. See Personal Settings.

Account

What is Wholechain ID? The account's unique identifier. See Account.

Does turning on Traceability Lot Code make me compliant? No. It adds a TLC field to support Rule 204 needs. See Account.

Can I edit events when Event Overwriting is on? Not in the interface. Overwriting is done through the Connect API, and only with blockchain switched off. See Account.

What does Data Policy replace? It is intended to replace older custom attributes and Template Attributes. It is switched on for the whole account in Organization Settings > Account (Compliance; Admin only). See Account and Data elements and policies.

Where do I start SSO? Select Manage SSO, then Verify Domain, then Configure SSO. See Account.

Brands, portal, POs

Is a brand image required? No. Name and description are required. See Master data settings.

When do I need a brand Identifier? When managing brands or assigning items through the Connect API. See Master data settings.

Why can't I edit my published portal version? Published versions are locked; clone to create a draft. See Supplier Portal.

What happens when I publish a draft? It replaces the currently published version. See Supplier Portal.

If my pages are Public, can anyone connect with me? No. Connecting still requires an invitation. See Supplier Portal.

How long does a custom domain take? Roughly 30 minutes to eight hours is the expected range. See Supplier Portal.

What happens when I enable Purchase Orders? Existing POs on ship and receive Events move into the PO Tracker. See Purchase Orders.

Do PO sharing defaults apply to customer POs? No, only supplier POs. See Purchase Orders.

Integrations and keys

Can I view an API key again after creating it? No. Copy it when shown. See Integrations and API keys.

What happens when I generate a replacement EPCIS key? The old key stops working. See Integrations and API keys.

Why aren't events flowing between systems? Both sides must be configured with the other's API key and Digital Link. See Integrations and API keys.

Users, billing

Why is an invitee still Pending? They have not completed login setup and acceptance. See Users & Permissions.

Why does Stripe show no payment information? Invoice-billed customers can see this. See Account.

Master data

What is the difference between an external identifier and an alias? The external identifier is your Number / ID; aliases are additional identifiers. See Master data settings.

What does Owned or Shared mean? Owned is created in your account; shared came from a connected Trade Partner. See Master data settings.

Why can't I archive a Trade Item? Trade Items and Locations with active inventory cannot be archived. See Archived.

Does restoring a Trade Partner restore its EPCIS connection? No; check your connections. See Archived.

How do I add a KDE to one Trade Item or Location only? Open that record and add it in its details drawer. Policies set in Settings are universal; group policies can also be managed in the Data Policy tab of the group drawer. See Data elements and policies.

Still need help?

Contact Wholechain support at support@wholechain.com.