Common Issues and Solutions

Quick solutions for the most frequently encountered problems in the MHS Partner Portal.

Login and Access Issues

Can’t Log In

Problem: Invalid email or password error

Solutions:

  1. Double-check email address spelling and format

  2. Ensure Caps Lock is not enabled

  3. Try password reset if you’re unsure of password

  4. Clear browser cache and cookies

  5. Try incognito/private browsing mode

Problem: “Account not found” error

Solutions:

  1. Verify email address with MHS records

  2. Check if account has been set up

  3. Contact MHS customer service for account verification

Problem: Password reset not working

Solutions:

  1. Check spam/junk folders for reset email

  2. Wait 5-10 minutes for email delivery

  3. Try different email if you have multiple addresses

  4. Contact support if emails don’t arrive

Problem: Page won’t load after login

Solutions:

  1. Refresh the page (F5 or Ctrl+R)

  2. Clear browser cache and cookies

  3. Try different browser

  4. Check internet connection

  5. Disable browser extensions temporarily

Search and Part Finding Issues

Parts Not Found in Search

Problem: Valid part numbers return no results

Solutions:

  1. Check part number spelling and format

  2. Remove spaces and special characters

  3. Try fuzzy search instead of exact search

  4. Use description search with keywords

  5. Check custom part number mappings

Problem: Search results are incomplete

Solutions:

  1. Refresh the page and try again

  2. Use different search terms or methods

  3. Check advanced search options

  4. Try Stauff integration for extended catalog

Problem: Custom part numbers not working

Solutions:

  1. Verify mapping exists in Part Number Management

  2. Check spelling of your part number

  3. Ensure mapping is saved correctly

  4. Try direct MHS part number search

QR Code Scanning Issues

Problem: QR scanner won’t start

Solutions:

  1. Allow camera permissions in browser

  2. Check HTTPS connection (required for camera)

  3. Try different browser

  4. Refresh page and try again

Problem: QR codes won’t scan

Solutions:

  1. Improve lighting conditions

  2. Clean camera lens

  3. Hold device steady for 2-3 seconds

  4. Try different distance from code

  5. Check if QR code is damaged or unclear

Cart and Ordering Issues

Cart Problems

Problem: Items not adding to cart

Solutions:

  1. Check if logged in properly

  2. Verify part availability in search results

  3. Refresh browser page

  4. Clear browser cache

  5. Try different browser

Problem: Cart quantities resetting

Solutions:

  1. Check internet connection

  2. Log out and back in

  3. Clear browser cache

  4. Avoid multiple browser tabs with cart open

Problem: Cart not syncing across devices

Solutions:

  1. Ensure using same account on all devices

  2. Refresh pages manually

  3. Check internet connection

  4. Log out and back in on problem device

Checkout Issues

Problem: Can’t proceed to checkout

Solutions:

  1. Verify cart has items

  2. Check account permissions

  3. Ensure delivery address is complete

  4. Check account credit status

Problem: Order won’t submit

Solutions:

  1. Complete all required fields

  2. Verify stock availability hasn’t changed

  3. Check delivery address format

  4. Try submitting again after a few minutes

Problem: Email confirmations not received

Solutions:

  1. Check spam/junk folders

  2. Verify email address in account settings

  3. Add MHS domain to safe senders

  4. Contact IT department about email filtering

Stock and Pricing Issues

Stock Information Problems

Problem: Stock levels seem incorrect

Solutions:

  1. Refresh the page for current levels

  2. Check timestamp of last update

  3. Contact MHS if consistently wrong

  4. Try searching again for updated info

Problem: Supplier stock not loading

Solutions:

  1. Check internet connection

  2. Wait a few seconds and try again

  3. Try manual Stauff check

  4. Contact support if persistent

Problem: Conflicting stock information

Solutions:

  1. Part details page is most accurate

  2. Search results may be simplified

  3. Cart validation is final check

  4. Contact support for clarification

Account and Profile Issues

Profile Update Problems

Problem: Can’t update personal information

Solutions:

  1. Check required fields are completed

  2. Verify email format is correct

  3. Ensure phone numbers use proper format

  4. Contact support if validation errors persist

Problem: Company information won’t save

Solutions:

  1. Check account permissions

  2. Some changes require MHS approval

  3. Contact customer service for company updates

Delivery Address Issues

Problem: Address validation errors

Solutions:

  1. Use complete addresses with proper formatting

  2. Include postal codes and correct city names

  3. Check for special characters in address fields

  4. Verify delivery area is supported

Problem: Can’t add new addresses

Solutions:

  1. Check maximum address limit

  2. Delete unused addresses first

  3. Verify all required fields completed

  4. Contact support if limit issues

Favorites and Custom Parts Issues

Favorites Problems

Problem: Favorites not saving

Solutions:

  1. Check internet connection

  2. Verify logged in properly

  3. Clear browser cache

  4. Try different browser

Problem: Can’t find saved favorites

Solutions:

  1. Check correct account login

  2. Use search function in favorites

  3. Check if accidentally deleted

  4. Try different device to verify

Custom Part Number Issues

Problem: Mappings not working

Solutions:

  1. Check spelling of both part numbers

  2. Verify MHS part number exists

  3. Ensure no extra spaces or characters

  4. Re-enter the mapping

Problem: Bulk import failures

Solutions:

  1. Check file format (CSV or Excel)

  2. Verify column headers are correct

  3. Ensure MHS part numbers are valid

  4. Remove special characters from data

Performance and Technical Issues

Slow Performance

Problem: Pages loading slowly

Solutions:

  1. Check internet connection speed

  2. Clear browser cache and cookies

  3. Close unnecessary browser tabs

  4. Restart browser

  5. Try different browser

Problem: Mobile app issues

Solutions:

  1. Update browser to latest version

  2. Clear mobile browser cache

  3. Try landscape mode for detailed views

  4. Use desktop version for complex tasks

Browser Compatibility

Problem: Features not working properly

Solutions:

  1. Update browser to latest version

  2. Enable JavaScript

  3. Disable ad blockers temporarily

  4. Try different browser

Supported Browsers: - Chrome 90+ (recommended) - Firefox 88+ - Safari 14+ - Edge 90+

Advanced Feature Issues

Bulk Upload Problems

Problem: Upload files not processing

Solutions:

  1. Check file format and size limits

  2. Verify column headers and data

  3. Try smaller file sizes

  4. Check internet connection

Problem: Validation errors in bulk upload

Solutions:

  1. Review error report carefully

  2. Check part number formatting

  3. Verify custom mappings exist

  4. Contact support for persistent issues

Stauff Integration Issues

Problem: Supplier stock not checking

Solutions:

  1. Check internet connection

  2. Wait for countdown to complete

  3. Try manual check button

  4. Contact support if persistent

General Troubleshooting Steps

First Steps for Any Issue

  1. Refresh the page (F5 or Ctrl+R)

  2. Clear browser cache and cookies

  3. Try incognito/private browsing

  4. Check internet connection

  5. Try different browser

If Issue Persists

  1. Note error messages and take screenshots

  2. Check system status page

  3. Try from different device

  4. Contact MHS support with details

Information to Gather: - Exact error messages - Steps to reproduce the issue - Browser type and version - Operating system - Screenshots of the problem - Your account email address

Preventive Measures

Regular Maintenance: - Clear browser cache weekly - Update browsers regularly - Check account settings monthly - Review favorites and remove unused items

Best Practices: - Use supported browsers - Keep good internet connection - Don’t share login credentials - Log out when finished on shared computers

Security Tips: - Use strong passwords - Don’t save passwords on shared computers - Log out properly after use - Report suspicious activity

When to Contact Support

Contact MHS support if: - These solutions don’t resolve the issue - You encounter account permission problems - You need urgent assistance with orders - You experience repeated technical problems - You need help with complex integrations

How to Contact: - Phone: During business hours - Email: For non-urgent issues - Online form: Through the portal - Emergency contact: For critical issues

Next Steps

If you can’t resolve your issue:

  1. Contacting Support - Get help from MHS customer service

  2. Check the MHS website for system status updates

  3. Join user forums for community support

  4. Schedule training for advanced features