FAQ
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FAQ - Agreements and user licenses
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Sending customer invoices
- FAQs about our services
- FAQs about invoices
- - Invoice to a new e-invoice recipient
- - Sent invoices
- E-invoice formats
- Inexchange Postage Optimization
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Receiving supplier invoices
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User accounts and settings
Here we have gathered information about agreements and user licenses.
How can I add, change or delete a user?
User management is handled via our contact form in our help center. The order has to be made by an authorized user on the company.
If a new user account has been created, the user credentials will be sent to the new user by e-mail.
Inexchange Free includes one (1) user license. You need to upgrade your service to Basic in order to be able to add users.
Inexchange Free
If you have our free web service you do not need to cancel your account. If you do not have any use for the account anymore, you can just let it be. If the company has gone into bankruptcy or liquidation you can contact us at kundservice@inexchange.se and we will remove it for you.
Our other services
Your contract with Inexchange is invoiced monthly. With 3 months' binding period
Please note that if you send your cancelation by e-mail, make sure that you receive a response from us in which we confirm that the agreement is terminated. If you have not heard anything within two (2) working days, we recommend you to call us.
How do I update the company information?
Go to page Account > Profile to change your company details shown in the network.
You can upgrade your service on the Upgrade-page in Inexchange Network or by contacting us.
If you are interested in getting an integrated service, please contact us.
Why do I get a notification saying that my registration number already exists?
Inexchange collaborates with several suppliers in the market. Some of these have their systems connected to Inexchange to automatically send invoices directly in the system.
What then happens is that we get information from the system supplier that you are using a system that has such an option, these solutions can unfortunately not be combined but you must choose which solution you want to use.
Our recommendation is that you contact the system supplier and discuss the service you already have to send e-invoices. If you continue with this service you save to do double the work with first registrating the invoices in your system and then register invoices in our portal.
If you still want to use the services directly via Inexchange please contact our support and we will help you with this.
Can´t find the answer to your question?
If you´re wondering about something and can´t find the answer to your question here in our help center, you´re welcome to contact us at kundservice@inexchange.se or at +46 (0)500 - 44 63 60. -
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Login and account settings
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Sending customer invoices
- FAQs about our services
- FAQs about invoices
- - Invoice to a new e-invoice recipient
- - Sent invoices
- E-invoice formats
- Inexchange Postage Optimization
-
Receiving supplier invoices
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User accounts and settings
Here we have brought together answers to the most frequently asked questions to our support department.
User information, login and companies:
1. I’ve forgotten my username or password.
Click Forgotten your password? on the login page and follow the instructions for resetting your password. If you’ve forgotten your username, please contact us via kundservice@inexchange.se.
2. I don’t have a valid user license with Inexchange, how do I get help?
Read more: Who should I turn to for help?
3. How can I change my username and password?
Whether you use our web service or one of our automated services, your user information is handled in the same way.
- Go to the Account > Profile page and scroll down to the User information section.
- Click the
icon and edit your information.
- Save your settings
4. Logging out from Inexchange Network
Click the button in the top-right corner where it says Log out.
If you are inactive on our website for more than 60 minutes, you’ll automatically be logged out for security reasons. If several people at your company use the same user account, you’ll also be logged out if someone else logs into the same account.
We recommend having one user account per person.
How to add more users >>5. How do I register additional companies? (Inexchange Web)
Go to the Account > Profile page and click Add company to register additional companies that you manage.
Enter the company details and click Register.
You can manage all of your registered companies with one user account. Each company has its own information and settings.
6. How do I switch between companies? (Inexchange Web)
If you manage the invoicing for several companies in Inexchange Network, you can switch company by clicking the arrow to the right of the company name at the top right of the page. Then choose the company you want to work with from the list.
If you need to gain access to a company for which you do not currently have authorization, please contact our support department.
Account settings:1. How do I change our contact information?
Go to the Account > Profile page to change your contact information.
The emails we send are intended for several different roles. The roles available vary depending on the service. If no specific roles have been set up, all emails are sent to the email address provided under General contact.
Use the icons to the right of each header to add, edit or delete information.
2. How do I change the language settings in my account?
There are several ways to change the language settings in your account.
1. Below the login box before logging in:
2. Using keyboard combinations after logging in:
- Swedish: Ctrl + Shift + 1
- English: Ctrl + Shift + 2
- Icelandic: Ctrl + Shift + 3
- Finnish: Ctrl + Shift + 4
- Danish: Ctrl + Shift + 5
3. On the Account > Profile page in the User information section.
Click the
icon in the lower right corner of the section to edit and select a language.
3. Where do I provide information about payment means and our bank account?
Go to the Account > Profile page in Inexchange Network and click the
icon in the Payment means section to edit and enter payment information.
You can specify a bank in two ways
By entering the bank’s full name:
Or by entering its BIC:
If you don’t already have a bank account entered, this field may not be displayed. Click Add bank account to bring up the field for bank information.
When sensitive company information is changed, a notification is sent to the email address registered for the company. The change is implemented once it has been approved via the link in the message.
Logos are not supported in electronic invoices, but you can upload a logo that is displayed when anyone searches for your company in our network.
Uploading a logo
1. Go to the Account > Profile page and click the
icon to the right of your company name (see screenshot below).
2. Locate the image file and click Open. The logo is now linked to your company.
Things to consider when uploading your logo:
- The file format must be .jpg, .gif or .png.
- The size of the image must be 280 x 90 pixels (width x height). If the logo is not in one of these formats, the size will automatically be adapted.
Invoice processing and reports:1. A new customer has written to me wanting e-invoices. How can I set this up?
Read more: Sending e-invoices to a new customer
2. The recipient has not received our invoice, has it been sent/delivered?
Read more: Where can I find my sent invoices?
3. How can I simplify my invoicing and send more e-invoices?
Read more: Postage Optimization
4. Can I order monthly reports on our invoice flow?
Go to the Account > Settings page and the Reports tab to order reports on your invoice flow.
Check the Send monthly reports box and save your new settings.
The report contains information on sent and received invoices and delivery method, etc.
There is no extra charge for the reports.
Read more:
Report on rejected supplier invoices
Format and system requirements:1. What is PEPPOL and can Inexchange handle it?
PEPPOL is a framework for formats and the transmission of electronic business documents within and across EU borders.
Inexchange fully supports PEPPOL.
Read more: Q&As about PEPPOL
Unable to find the answer to your question?
How to contact our support department >> -
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My user credentials are not working, can you send new ones?
Whether you use our online service or any of our automated solutions, your user information is managed in the same way. If you forgot your password you must, for safety reasons, order new login information from us. Please follow the guide below.
1. Start your browser and go to http://www.inexchange.se and click on the button "Log in" at the top right. If you do not see this, click here to open the page automatically.
2. On the new page, click on the blue text labeled "Having trouble logging in?", see picture below.
3. On the new page, check the option that matches your problem and click on the button “Continue”.
4. Depending on which option you choose, you can either fill out a service request that will be processed by our eminent support the same business day or alternatively, fill in the e-mail address of your account and you will receive an automatic e-mail with your new login information.
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Learn more about... [PEPPOL]
Via InExchange, you can send and receive electronic documents according to PEPPOL's requirements.
Frequently asked questions about PEPPOL:
PEPPOL stands for Pan-European Public Procurement On-Line.
Simply put, it's a legal framework regarding format and transmission of electronic business documents within and across the EU borders. The regulations are made within the EU and consists of a technical platform, agreements, instructions and specifications for a standardized way of exchanging documents.
2. Does InExchange support PEPPOL?
Yes, we fully support PEPPOL.
3. Is there any benefits of choosing InExchange as access point?
Yes.
One of the benefits of using InExchange is that we constantly keep track of all formats and regulatory updates. For instance, PEPPOL has permission to make changes in its format two (2) times per year. This may be difficult for the system supplier to implement.
InExchange also supports multiple formats. Regardless of which format your business system manages, we convert it free of charge into the formats that are required by PEPPOL.
We're in several different committees and we're also a part of PEPPOL's working group to develop new rules and formats. This way, we'll be notified of any news early and may affect future rules and working methods.
4. How does PEPPOL affect our business? - What do I need to do?
SEND E-INVOICE TO PEPPOL-RECIPIENT
If you send your invoices via InExchange, you don't need to do anything specific. The possibility to send to a PEPPOL-recipient is included in your service.
In some cases, minor adjustments may be required in the invoice material to be interpreted according to the invoice requirements for PEPPOL. For example, percentages need to be specified on the invoice line . If you use InExchange services to send invoices, we will contact you if you need to adjust anything.
RECEIVE E-INVOICE FROM PEPPOL-SENDER
Those who use InExchange services to receive invoices can contact our support to register the company as a recipient in PEPPOL's register. The registration doesn't cost you anything extra.
After that, you can receive invoices from a PEPPOL-sender in the format you usually receive your documents from InExchange. We convert from PEPPOL's format to yours at no additional cost.
Read more:
Create a support case to register5. How do I find information about recipients in PEPPOL?
When you send an e-invoice via InExchange, you don't need to keep track of the recipient's technology. In our register we collect information and have an overview of invoice recipients in our network and choose communication methods and format automatically on invoice transfer.
You can search for information about recipients in PEPPOL here >>
6. How do I find information about suppliers in PEPPOL?
Only recipients are registered in PEPPOL, so unfortunately you can't find suppliers.
7. What formats can my invoice recipient manage via PEPPOL?
You'll find information about the formats that can be sent via the links below.
If you send your invoices via InExchange, we handle it for you. We will convert your invoice material to the format that your recipient can manage as well as PEPPOL-format in those cases where the recipient receives via PEPPOL.
In some cases, minor adjustments may be required in the invoice material to be interpreted according to the invoice requirements for PEPPOL. For example, percentages need to be specified on the invoice line. If you use InExchange's services to send invoices, we will contact you if you need to adjust anything.
It's a kind of identifier for a party in PEPPOL. Every recipient has their own PEPPOL ID which allows the different access points to find the parties.
A PEPPOL ID consists of two parts. A prefix, such as 0007, which determines what the last part's type of data. For example, InExchange PEPPOL ID 0007:5567009971.
0007 = Swedish company registration number
0088 = GLN numberIf you send invoices and documents via PEPPOL with InExchange, you don't need to think about the recipients' PEPPOL ID. We'll keep you updated.
9. Can a company have several PEPPOL IDs?
Just as a company can have several GLNs, you can have several PEPPOL IDs. There may be different entities or departments within an organization that need separate IDs to allow recipients to be separated.
You can also have different IDs for different types of documents.
Read more:
What's a GLN?10. What requirements is there on registred recipients in PEPPOL?
Documents may not be denied as long as they are correct by default. This also means that no sender of documents may be denied.
Any validation of reference codes may not be made on invoices entered via PEPPOL. These must be received, but can of course be rejected manually by you as a recipient.All PEPPOL recipients must at least be able to receive the current PEPPOL BIS standards. You can also choose to receive, for example, Svefaktura via PEPPOL. InExchange, however, ensures that you as a recipient get the right format to your system no matter how the supplier sends it to us.
11. My system can't manage PEPPOL BIS. Can I still be in PEPPOL?
Absolutely! InExchange helps with the conversion of invoice material so that the senders can send invoices in the format they can, and so that the recipients can receive files in their system in a functioning manner.
12. Is any special software required to send or receive via PEPPOL?
No, if you use InExchange for invoice management, nothing is required. We convert the material so that it can be interpreted correctly by the recipient no matter what format the sender sends it in.
13. Which countries are using PEPPOL?
14. Does PEPPOL fulfill the requirement for the new European standard?
Yes, PEPPOL's new format PEPPOL BIS 3 Billing complies with the European Standard EN16931.
More information about standards can be found at SFTI's website >>
15. Is it possible to send and receive orders through InExchange according to PEPPOL's standard?
Yes, InExchange provides orders and order messages between the buyer and the supplier also according to PEPPOL's standard.
16. I invoice municipalities and other public authorities, how does PEPPOL facilitate me?
Not much really, but...
From November 1 2018, it is required of all government agencies to register in PEPPOL. That means they must receive the documents sent to them, no matter how many, for example, invoices a supplier sends to them.
As of April 1 2019, all public purchases are required to be invoiced in accordance with the new European Standard EN16931. In itself, it has nothing to do with PEPPOL, but the new PEPPOL BIS Billing V3 format complies with EN16931, which hopefully everyone who is in public purchases, registers as a recipient in PEPPOL to help their suppliers meet the legal requirement.
If you've had a previous relationship with your customer and send, for example, Svefaktura 1.0, you can also send the same format after April 1 2019.
So, it's a bit complicated but you as a supplier to public buyers can demand that they receive, for instance, invoices via PEPPOL.
Didn't you find the answer to your question?
Contact us for more information >> -
FAQs about our services
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Sending customer invoices
- FAQs about our services
- FAQs about invoices
- - Invoice to a new e-invoice recipient
- - Sent invoices
- E-invoice formats
- InExchange Postage Optimization
-
Receiving supplier invoices
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User accounts and settings
You can send all of your invoices via us, be they e-invoices, PDFs or paper invoices. You can choose between our web-based services (Free or Basic), which you can get started with straight away, our invoice printer (Premium), which sends invoices created in your ERP system, or an integrated service (Enterprise), where the invoice files are transferred to us and then delivered to the recipients via our invoice exchange.
Please contact us if you would like to get started with an integrated service.
You can also read more about our services on our website >>FAQs about getting started:
1. How do I connect to your Free account?
Create an account and then follow the instructions in our user guide for InExchange Web.
2. How do I upgrade my service?
You can upgrade your service on the Upgrade page via your login to InExchange Network. You are also welcome to contact us to upgrade or for assistance in choosing a suitable service.
Quotes are given for integrated services. Please contact us if you’re interested in an integrated service.
3. How do I get started with InExchange Invoice Printer?
Read more about Invoice Printer and our other services on our website www.inexchange.com. You can also order services here.
In our Invoice Printer – Installation guide, you’ll find further information on getting started.
4. Will your services work with my ERP system?
InExchange Free/Basic is not linked to your ERP system so it works as an independent solution for your customer invoicing. InExchange Invoice Printer connects easily to your ERP system and works with the vast majority of Windows-based systems. InExchange also works closely with most known systems suppliers on the market.
Read more on our Partners page >>
Quotes are given for integrated services.If you have any questions or comments, please contact our sales department on +46 (0)500 – 44 63 60 (press 1) or via the chat function on our website www.inexchange.com.
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How to correct an undelivered invoice
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Contact InExchange
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Support
Sign in to InExchange Network to view and manage invoices and settings, etc.
Instructions to manage and correct an undelivered invoice:
1. Click on To manage to view all your invoices that couldn't be delivered.
2. Click on Manage on the invoice you'd like to correct.
- Correct a faulty reference or order number
Follow the instructions in the message that is shown. You can correct a faulty reference or order number in the related field to resend the invoice. Contact the invoice recipient for correct information. Read more >> - Update address and resend a returned paper invoice
Follow the instructions in the message that is shown. You can also control the printout via the link in the message. Update the address information and resend the invoice. Read more >>
More information:
- You can view undelivered invoices that go three (3) months back.
- Click on Remove if the invoice has already been managed elsewhere and you'd like to remove the invoice from the list.
- If you resend the invoice with a different delivery method than e-invoice, the change will not be made in the customer registry.
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Enter bank account in InExchange Network
Go to page in InExchange Network: Account\Profile
When adding a bank account in InExchange Network, you can specify this in two ways, either by the full name of the bank, or the bank's Swift/BIC code.
Payment details can be found under Account and Profile when you are logged in.Like this:
Or like this:
If you have not entered a bank account earlier, the fields might not be displayed. You can add this by selecting Add bank account as shown below.
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Where can I upload a custom logo for my company?
Go to page in InExchange Network: Account\Profile
We have added a feature on our website so that you can upload a logo for your company. This logo is displayed when another company searches for you in our network and will not get included in your actual e-invoices. The reason for this is that there is simply no support for logos in an electronic invoice.
The following requirements apply to the image when you are uploading a logo
• The file format should be .jpg, .gif or .png.
• The size of the image should be 280 x 90 pixels (width x height). If the logo is not in these formats, we will try to adjust the size automatically which may make the picture look a bit strange.How you go about it:
1. Click on the image with a pen on the right side of your company name as shown below.
2. Locate the image that you have saved on your computer and click Open. The logo is now connected to your account.
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How to add/update a recipient to the network
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Contact InExchange
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Support
If your invoice recipient can receive e-invoices but is not listed in the InExchange network or has changed operators, the recipient needs to be added/updated with the correct information for e-invoices to be sent through our services. You can search for the recipient on the Extend my network. If you don't find a match, the recipient will be added as described below. It may also happen that your invoice recipient has provided information about changing operators. Note that you need at least our InExchange Basic service to send to recipients behind other operators.
Instructions on how to add/update a recipient:
1. Sign in to InExchange Help Center.
2. Click on Submit a request in the menu.
3. Select Register/update recipient in the list and fill in the information of your invoice recipient in the form. Company name, company registration number, operator and email address of the recipient is mandatory information and is obtained from the invoice recipient.
When the recipient has been added to the network you'll receive a confirmation on the registration via email. In the meanwhile, you'll be able to send a pdf or paper invoice to the customer, if the customer doesn't require e-invoice.
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Can you import my customer registry?
For customers with the following services:
- InExchange Invoice Printer
- InExchange Integrated services
If you have a large customer directory it may pay off with importing your whole directory to InExchange. This means that we match your customer directory to the recommended delivery method (e-invoice, pdf, paper invoice) and create these connections for you.
This simplifies your work when you no longer need to fill in the recipients' company information or manually select the delivery method for them. The information is already filled in and the best possible delivery method has already been selected for you.
What do I need to do?
1. You need to prepare and e-mail an Excel list on your customer directory to us that includes the following columns:
- Your recipient´s customer number
- Your recipient´s company name
- Your recipient's registration number
Click on the image below to enlarge.
A refined result can be achieved by including the following columns:
- The recipient's GLN number
- The recipient's e-mail address
- The recipient´s address (Street address)
- The recipient´s address 2 (P.O. Box)
- Postal code
- City
- Country code (for example SE)
2. Save your list in one of these formats:
- .csv
- .xls
- .xlsx
3. Send your list by using this form.
You are welcome to contact us if you have any questions or concerns regarding the above.
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How do I change our contact information?
Go to page in InExchange Network: Account\Profile
To change contact information you need to be logged into InExchange Network.
Therafter, go to the Account page. See picture below.There are also several different roles for the e-mails InExchange sends. What roles that are available vary depending on the choice of service. If no specific roles are set, all e-mail will be sent from InExchange to the e-mail address listed under General.
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How do I change my user information?
Go to page in InExchange Network: Account\Profile
Regardless if you use our web service or some of our automatized services, your user information will be managed the same way.
- If you are already logged in to InExchange Network, you click on your name or company name on the top right of the website. If you have not signed in or cannot find the text, click here and the page will open automatically.
- Navigate to the bottom of the page until you find the section marked User information.
- Click on the icon
to the right of this section (see picture below), and a box will open for editing.
All the fields below will be editable. Update the information and then click on Save.
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How do I register additional companies?
Go to page in InExchange Network: Account\Profile
To register additional companies that you are administering, go to the tab Account in InExchange Network and then click on Add company.
Enter the company name and select its country. Click on Register to complete the registration.
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How do I switch between companies in InExchange Network?
Go to page in InExchange Network: InExhange Network\Start
Since many of our users handle the billing for several different companies, we have created a function that makes switching between companies simple. This is how you switch between companies in our web-based services.
1. In the header, you will find your name and the company name for whose data you see now.
2. To switch to another company, click on the arrow to the right of the company name and choose the correct company from the list.
3. You can now access the relevant company's data and billing information.
Note: If you need to access a company that you are not currently authorized for, please contact InExchange Support.
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How do I update the Language Settings?
Go to page in InExchange Network: Account\Profile
To change language settings, go to the Profile page and click on the Pen to the right of the user information.
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How do I sign out of InExchange Network?
At the top right corner of your browser, there is a button that says Log out. Click the button to be signed out.
If you are inactive on the page for more than 30 minutes you are automatically signed out. Please note that you will be automatically logged out if your account is trying to access from another location.
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Why do I sometimes get Logged Off automatically?
If you are inactive on our website for more than 30 minutes, you will get logged off automatically for safety reasons. If there are several of you at the company who use the same user account, you will get logged off if someone else tries to log in at the account. It is the one who logged in the latest who will be active and the first one will be logged off automatically.
We highly recommend that you have an account for each person.
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Can I order monthly reports on our invoice flow?
Go to page in InExchange Network: Account\Settings
Yes, you can order monthly reports via your login in InExchange Network.
Check the box Send monthly reports and save your new settings.
The report includes information on both sent and received invoices, delivery, etc.
There is no additional charge for these.
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System requirements InExchange Network
System requirements
Minimum requirements
Screen resolution: 1024x768.
Supported web browsers
- Google Chrome 47, or later
- Mozilla Firefox 38.5, or later
- Apple Safari 9, or later
- Internet Explorer 11, or later
Some functions only work in the recommended browsers.
Javascript is required to use this site.
You must accept session cookies. Read more about cookies in the section below.
Recommended web browsers
- Google Chrome 47, or later
- Mozilla Firefox 43, or later
- Apple Safari 9, or later
- Microsoft Internet Explorer 11, or later
We recommend that you always have an up-to-date web browser installed. We do not recommend the use of beta web browser versions.
Cookies
A cookie is a small text file that a website wants to save on your computer. Cookies are used on many websites to give visitors access to different functions. The information in cookies can be used to track users' visits on sites that use the same cookie.
There are two types of cookies. The first type saves a file for a long time on your computer. It is used for functions that tell you what is new on the site since the user's previous visit. Session cookies, the second type, are only stored temporarily while you are visiting a page on this site.
As a visitor to this web site, you agree that we may use cookies when your browser is set to allow cookies. If you choose to disable cookies, some site functionality may be limited.