This article is for all CDP users, and lists known issues, platform limitations, and common technical behaviors that may affect the CDP Portal and questionnaire experience. Where available, we have included workarounds, troubleshooting guidance, and status updates. Before contacting CDP Support, please review the relevant issue below and try any recommended troubleshooting steps. Please note the issues listed in this article may only affect some users and may not apply to your organization.
How to use this article: You can use the ‘Contents’ section to navigate directly to relevant issue. Each section includes symptoms, causes, and workarounds (if available). You can also use the ‘At a glance’ section at the top of the page to quickly determine whether an issue is under investigation, a known limitation, or expected behavior.
Many issues can be resolved using the troubleshooting steps provided in this article or by completing basic checks such as clearing cache, disabling VPNs, or checking network settings. Please review the ‘Before contacting support’ section before raising a support case. If your issue is not listed, or the suggested workaround does not resolve it, please use the ‘Contact Support’ button at the end of this article or raise a case directly through the My Support page on the Help Center.
At a glance
Use the table below to quickly identify whether an issue is a known limitation, expected behavior, being monitored or resolved. You will also be able to identify if your issue is already known and whether a workaround is available. Please use the links within the ‘Contents’ section below this table to navigate to the specific issue.
Status definitions:
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Monitoring: CDP is monitoring reports and system behavior, but no platform-wide defect has currently been identified.
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Known Limitation: The behavior is understood and documented. A workaround may be available, but a fix is not currently planned for the 2026 disclosure cycle.
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Expected behavior: The behavior is working as designed and does not represent a technical defect.
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Resolved: The behavior has been resolved.
Contents
Before contacting support
Many Portal access, login, loading, invitation email, and questionnaire issues can be resolved by completing the steps below before raising a support case.
Browser and device checks
Please try the following:
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Refresh the page and try again.
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Perform a hard refresh of your browser (Ctrl + F5 on Windows; Cmd + Shift + R on Mac).
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Clear your browser cache and cookies.
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Open the Portal in an Incognito/Private browsing window.
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Try a different supported browser.
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Restart your computer and reopen the Portal.
Networks and security checks
Some access issues may be caused by corporate network settings or security software. Please try the following:
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Disable browser extensions and ad blockers.
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Temporarily disconnect from any VPN.
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Allow pop-ups for CDP websites.
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Check that firewall, proxy, security filtering, or network protection tools are not blocking CDP services.
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Speak with your IT team if you are using a corporate network.
Domain and email whitelisting
If your organization uses network filtering or firewall controls, proxy service, or other network security tools, we recommend whitelisting the following domains:
To ensure you receive account-related emails, verification links, and password reset emails, we recommend whitelisting the following email addresses:
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msonlineservicesteam@microsoftonline.com - Emails sent from Microsoft Azure services.
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mail@cdp.net - CDP activation and account-related emails.
Looking for a previous invoice or payment record?
Payment history can now be accessed through the ‘Billing’ tab in the ‘Settings’ page within the CDP Portal. The ‘Billing’ page allows users to view payment information across multiple disclosure cycles without contacting Support. Please refer to the How to pay your CDP admin fee article for more information.
Still experiencing issues?
If you have completed the steps above and are still experiencing issues, please review the relevant issue listed in the article and follow any available workaround guidance. If the issue is not listed, or the suggested workaround does not resolve it, please use the ‘Contact Support’ button at the end of the article or raise a case directly through the My Support. For any guidance on raising a support case or creating a Help Center account please refer to our How to raise a case in the CDP Help Center article.
Portal access, login and payments
Issue: Error messages appearing when attempting to access the Portal.
Affected users: Disclosers and Requesters attempting to access the CDP Portal.
Workaround available: Yes
Symptoms: When signing in to the CDP Portal, some users may encounter error messages or experience difficulty accessing the platform. Access issues may include:
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Error messages displayed when signing in (as shown above).
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Being unable to sign in.
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Portal pages fail to load correctly.
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Access issues occurring despite valid login credentials.
Cause: Access issues can be caused by a range of local network, browser, or security configurations, including firewalls, ad blockers, VPNs, proxy whitelists, network protection systems, security filters and browser settings.
Workaround: Please complete the troubleshooting steps provided in the Before contacting support section above in this article and in addition we also recommend resubmitting your questionnaire setup. For further instructions please view our article on resubmitting your questionnaire setup.
If the issue persists after completing the suggested troubleshooting steps, please contact our Customer Support team though My Support. When raising a case, please ensure you choose the category ‘Account/Organization Support’ and subcategory ‘Access to CDP Portal’ to ensure your case goes to the right team.
Current status: Known limitation.
Issue: You have not received an invitation link to access the Portal.
Affected users: New users, invited users, and newly added team members.
Workaround available: Yes
Symptoms: You have registered to disclose, been invited to disclose, or have been added as a team member within an organization but have not received the invitation email required to access the Portal.
Cause: Invitation emails are sent automatically and may occasionally be delayed due to:
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Email delivery delays.
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Spam or junk filtering.
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Corporate email security policies.
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Incorrect email addresses.
If you haven’t received an invitation link but know that you should have, please:
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Wait up to five minutes for the email to arrive. This process may not be immediate, particularly during periods of busier traffic on the CDP website.
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Check your spam and junk folders to ensure that the email is not mistakenly there.
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Confirm the email address used is correct.
If another member of your organization already has access to the Portal, they can resend the invitation. To do this:
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Navigate to the ‘Team members’ tab either by clicking ‘Settings’ from the left navigation sidebar in your Portal or by clicking ‘X team members’ from the top drop-down in the same sidebar.
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Locate the user with the list of contacts (their status will be ‘Invited’) and click anywhere on their contact row.
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This will open their ‘User details’ window. At the bottom click the red ‘Resend invite’ button.
If, after the attempts listed above, you are still unable to find your invitation link, please contact our Customer Support team through My Support. When raising a case, please ensure you choose the category ‘CDP Portal - System Support’ and subcategory ‘Trouble Signing In’ to ensure your case goes to the right team.
Current status: Monitoring.
Issue: Some VAT numbers are not being accepted even though the VAT number is valid.
Affected users: Users making invoice payments through the Portal.
Workaround available: Yes
Symptoms: When making an invoice payment through the Portal, you may receive the follow error message: “VAT number is invalid” in the ‘EU VAT number’ field even though the VAT number entered is valid. This occurs on the ‘Invoice Details’ page within the ‘Billing address’ section.
Cause: The VAT validation process may incorrectly reject some valid VAT numbers during payment processing.
Workaround: If a valid VAT number is being rejected:
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Enter a temporary random 10 digit number in the ‘EU VAT number’ field.
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Click outside the field.
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Replace the temporary number with the correct VAT number.
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Select ‘Check VAT’.
You should then be able to continue and complete the payment. For additional guidance, please refer to our article on How to pay your CDP admin fee.
Current status: Known limitation.
Questionnaire Portal
Issue: Questionnaire progress not saving; error message keeps appearing.
Affected users: Some Disclosers completing questionnaires.
Workaround available: Yes
Symptoms: When completing the questionnaire, some users may see one or more auto-save error messages appearing on the right-hand side of the screen. Examples include:
When these messages appear, recent changes may not save correctly and the questionnaire may temporarily become read-only.
Cause: An issue affecting questionnaire auto-save and data synchronization is preventing some responses from saving correctly.
Workaround: If you encounter any of the error messages listed above:
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Please stop entering additional responses into the questionnaire.
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Copy any recent unsaved text.
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Refresh the page.
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Wait for the questionnaire to fully reload.
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Paste the copied response back into the questionnaire.
Refreshing the page should allow the questionnaire to synchronize and resume saving normally.
Current status: Known limitation.
Issue: “Calculated automatically” displayed in auto-calculation fields.
Affected users: Disclosers completing questions containing auto-calculation fields.
Workaround available: Yes
Symptoms: In some questionnaire responses, auto-calculation columns may display the text: “Calculated automatically” instead of a numeric value. This may occur even when a value has been entered in the related calculation fields.
Cause: This occurs when the denominator used within the calculation is 0. Division by zero is mathematically undefined and therefore the Portal cannot calculate a result. For 2026, this issue is expected to affect fewer users because calculations are now limited to values within the same matrix question. Cross-question calculations have been removed.
Workaround: Avoid entering 0 in fields that will be used as the denominator value within auto-calculated expressions. Where possible, review the values used in the calculation and ensure the denominator contains a valid non-zero number.
Current status: Known limitation.
Issue: Mismatch in total value for sum function.
Affected users: Disclosers completing questions that use the aggregation sum function.
Workaround available: No
Symptoms: In questions that use the sum function, the total value displayed on the Portal may not match the actual sum of the values entered. This occurs when one or more rows contain a value of 0. As a result, the calculated total shown in the question may be incorrect compared to the expected total.
Cause: An issue has been identified in the aggregation sum calculation logic. When a value of 0 is included in the calculation, the Portal may incorrectly calculate and display the total sum.
Workaround: There is currently no workaround available.
Current status: Known limitation.
Issue: Rows in a matrix question cannot be removed after your initial submission.
Affected users: Disclosers amending questionnaires after their initial submission.
Workaround available: Partial
Symptoms: Some matrix questions allow users to add multiple rows using the ‘Add row’ button. After the questionnaire has been submitted for the first time, rows that existed at the point of submission, can no longer be deleted. The delete/bin icon becomes unavailable, and the following message is displayed: “To remove answers from this row, delete content from individual cells”.
Cause: This is a current platform limitation. Rows that existed at the point of initial submission cannot subsequently be removed.
Important: Where possible, Disclosers should review matrix questions carefully and remove any unnecessary rows before initial submission. Our Scoring team has confirmed that, in many cases, leaving the previously completed rows blank may have a negative impact on scoring. Users should therefore avoid relying on blank rows as an alternative to row deletion where the row is not required.
Workaround: If you need to amend a questionnaire after initial submission and cannot remove a row:
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Delete the content from the individual cells within the row.
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Review the question carefully to ensure the remaining response still reflects the information you intend to disclose.
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Be aware that blank rows may affect scoring in some circumstances.
To avoid this issue, ensure any unnecessary rows are removed before your initial questionnaire submission.
Current status: Known limitation.
Issue: Users are unable to open or view attachments in the Portal.
Affected users: Discloser uploading questionnaire attachments.
Workaround available: No
Symptoms: Files uploaded to questionnaire responses cannot be opened, viewed, or downloaded within the Portal. The Portal indicates that an attachment exists, but users cannot access the file after it has been uploaded.
Cause: The attachment viewer functionality is currently unavailable for uploaded questionnaire files.
Workaround: There is currently no workaround. Before uploading files, ensure that the correct version is selected, as uploaded files cannot currently be reviewed within the Portal.
Current status: Known limitation.
Issue: Updates to the organization’s name or country are not reflected in the questionnaire.
Affected users: Organizations that have recently updated their organization name through Support.
Workaround available: Yes
Symptoms: After a name change has been completed by CDP Support. The updated name or country appears correctly in the Portal and ‘Organization details’ pages. However, the previous name or country may still appear in the ‘Questionnaire’ pages and Word exports. For example:
Cause: Questionnaire data is not automatically refreshed when organization name or country updates are made.
Workaround: The Discloser Submission Lead should resubmit the ‘Questionnaire setup’. No changes are required during the setup process. Please refer to the instructions provided in the Editing and re-submitting your questionnaire setup section of our ‘Onboarding steps for Disclosers’ article.
Current status: Known limitation.
Issue: No immediate submission confirmation email.
Affected users: Discloser Submission Leads.
Workaround available: No
Symptoms: You have submitted your questionnaire but have not received an immediate email confirmation.
Cause: Immediate automated submission confirmation emails are not currently sent following questionnaire submission.
Workaround: No action is required. The submission confirmation screen displayed in the Portal acts as confirmation that your questionnaire has been submitted successfully.
The Discloser Submission Lead will receive a confirmation email on the Friday following submission. If no confirmation email is received by the Friday following submission, please contact our Customer Support team though My Support. When raising a case, please ensure you choose the category ‘Questionnaire Support’ and subcategory ‘Questionnaire Submission Query’ to ensure your case is picked up by the right team.
Current status: Expected behavior.
Word Export
Issue: Dates may appear wrong in the exported Word file.
Affected users: Users exporting questionnaires to Microsoft Word.
Workaround available: Partial
Symptoms: Dates displayed in the exported Word document may differ from the dates shown within the Portal.
Cause: Dates are processed and stored using UTC-based time zone conversion. Depending on the user’s time zone, the exported value may appear one day earlier or later than expected. This most commonly affects users in positive UTC-offset regions.
Workaround: If you require the exported date to exactly match the Portal date:
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Temporarily switch your computer to a UTC-based time zone.
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Update the date within the Portal.
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Export the questionnaire again.
Users located in the UTC-x time zones generally do not need to make adjustments.
Important: This issue only affects the exported document. The information remains correctly stored within the Portal and is available to scoring processes. The issue will not affect your score.
Current status: Known limitation.
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