I registered with my work email but can't sign in.
Your company was already on BordersHub, so your registration became a request to join it. You can sign in once one of its admins approves it on their Team page. If it's urgent, ask an admin directly.
It says my account was removed from its organization.
An admin removed you from the team. Ask one of your organization's admins to restore you from the Team page. If you need to register a new account with the same email address instead, they can delete the old account first.
It says my company's account has been suspended.
BordersHub has suspended your organization, so nobody in it can sign in or use the API. Nothing has been deleted. Email the address shown on that page with your company name and Company ID to find out why and what's needed to get access back. See Account suspension.
It says my own account has been suspended, but my colleagues can sign in.
BordersHub suspended only your account. Ask an admin of your organization to select Ask BordersHub to lift it next to your name on the Team page, which opens a support ticket. If nobody else in your organization can do that, email the address shown on the suspension page.
Why can't I restore or remove a member marked "Suspended by BordersHub"?
A suspension by BordersHub can only be lifted by BordersHub. Use Ask BordersHub to lift it to raise a ticket. Once it's lifted, you can manage the account as usual.
A partner shows "Account suspended". What does that mean for us?
BordersHub has suspended that company. You can see the reason on its page, but not its profile or evidence until the suspension is lifted. Your trust relationship is kept and comes back on its own, unless you end it: select Revoke Access under Incoming Requests or End relationship under Outgoing Requests.
Why can't I submit my draft for review?
Every required section must have answers. The message lists the missing sections. Open each one, fill it in and save it.
Why can't I edit a section?
Either the current version isn't a draft (select Edit (start new draft)), or your role can only view the Trust Workspace.
I changed evidence, but partners still see the old files. Why?
Partners see the version you last published. Submit, approve and publish a new version to include your changes.
Who can see my evidence?
Your own team, according to their roles, and companies whose access request you approved, but only files marked Shared with trusted peers. Internal only files never leave your organization. Nothing is public.
I lost my phone with the authenticator app.
Ask an admin to select Reset MFA for you on the Team page, then set it up again when you sign in.
A section suddenly shows "Evidence Expired".
A file attached to that section has passed its expiry date. Upload the current certificate or report in the Evidence Vault.
How do I prove what we published on a given date?
Open the version under Approvals and select Download verifiable copy. Anyone can check that file on the Verify page at any time.