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Most issues on Cibocom have a straightforward fix. Work through the relevant section below to resolve the problem quickly. If the steps here don’t resolve your issue, the Cibocom support team is available via in-app chat at app.cibocom.com and can investigate your specific account or deal in detail.
If you are unable to sign in, work through the following checks in order:
  1. Verify your credentials. Ensure you are entering the email address associated with your Cibocom account (not a personal address if you registered with a work email). Passwords are case-sensitive — check that Caps Lock is off.
  2. Reset your password. On the login page, click Forgot Password, enter your registered email address, and follow the link in the reset email. Check your spam or junk folder if the email does not arrive within a few minutes.
  3. Check email verification. If your account was recently created, you must verify your email address before you can log in. Locate the verification email from Cibocom in your inbox (or spam folder) and click the confirmation link. If the link has expired, return to the login page and click Resend Verification Email.
  4. SSO users: If your company uses Single Sign-On, use the Sign in with SSO option on the login page rather than entering a password. Contact your company IT administrator if SSO login is failing.
  5. Still stuck? Contact Cibocom support via app.cibocom.com with your registered email address and a description of the error message you see.
A listing with no bids usually signals one of a few resolvable issues:
  • Add more detail. Listings with complete specifications — grade, origin, cut description, packaging, volume, Incoterm, and destination — attract significantly more bids than sparse listings. Review your listing and fill in every available field.
  • Check your visibility settings. Go to the listing and confirm that Visible To is set to All Network (or at minimum Connections Only if you have an established network). A listing set to Specific Companies that hasn’t been shared with anyone will receive no bids.
  • Verify commodity and market selection. Ensure the listing is filed under the correct commodity category and sub-category. A misfiled listing may not appear in searches by relevant buyers.
  • Review your price. If your asking price is significantly above market, buyers will pass without bidding. Check comparable active listings to benchmark your price.
  • Expand your network. If you have few connections, fewer counterparties will see your listing. Send connection requests to relevant buyers in the Network directory.
There are a few reasons a bid may receive no response:
  • The bid may have expired. Check the bid record in Deals → My Bids to see its current status. If it shows Expired, the seller did not respond within your bid window. You can submit a new bid on the same listing if it is still active.
  • The seller may not have visibility to you. If the seller’s listing visibility is set to Connections Only and you are not connected, they may not be able to see your bid details — or you may not have been able to view and bid on their listing at all. Send a connection request to establish a formal connection first.
  • The seller may be inactive. Check when the listing was last updated. If it has not been touched in several weeks, the seller may no longer be actively monitoring it. Look for newer listings from the same company or contact them via the platform messaging feature.
If a company’s listings are not visible to you, the most likely cause is a visibility restriction:
  • You are not connected. The company has set their listing visibility to Connections Only. Go to their company profile via the Network directory and click Connect to send a connection request. Once accepted, their listings will become visible to you.
  • You have been excluded from a specific listing. Some sellers use the Specific Companies visibility option for targeted, private offers. You cannot see these unless the seller has explicitly added your company.
  • The listing may have closed. Listings are removed from the active view when they expire or are filled. Check with the company directly to ask about current availability.
If you believe you should have access but don’t, contact Cibocom support for assistance.
Document upload failures are almost always caused by an unsupported file format or a file that is too large:
  • Supported formats: PDF, JPG, and PNG only. Documents in other formats (Word, Excel, TIFF, ZIP) must be converted to PDF before uploading.
  • Maximum file size: 20 MB per document. If your file is larger, try compressing the PDF using a tool like Smallpdf or Adobe Acrobat’s Compress feature, or split multi-page documents into separate files.
  • Browser issues: If the upload button does not respond, try refreshing the page or switching to a different browser (Chrome or Firefox recommended). Disable any browser extensions that may be blocking file upload dialogs.
  • Still failing? Take a screenshot of any error message and send it to Cibocom support via in-app chat, along with the deal number and the file type you are trying to upload.
If expected notification emails are not arriving, check the following:
  1. Check your spam or junk folder. Email from notifications@cibocom.com may be filtered by your email client or corporate mail gateway. Add this address to your safe senders list.
  2. Verify your notification settings. Go to Settings → Notifications and confirm that the relevant notification types have Email enabled as a channel. It is possible notifications are being delivered in-app only.
  3. Confirm your email address. Go to Settings → Profile and check that your email address is current. If you have recently changed roles or companies, you may be using an old address that no longer routes to you.
  4. Check your email quota. If your corporate inbox is full, incoming messages will bounce. Free up space and ask your IT team to check for bounce logs from Cibocom’s sending domain.
  5. Contact support if the above steps do not resolve the issue. The support team can check the delivery status of recent notification emails to your account.
Deal statuses on Cibocom reflect the last confirmed action by either party. If the status appears incorrect, try the following:
  • Update the deal status manually. Open the deal record and click Update Status. Select the correct current stage from the dropdown (for example, Documents Submitted, Shipment Booked, Completed) and confirm. Both parties will be notified of the change.
  • Check for a pending action. Some status transitions require an action from the other party — for example, the buyer may need to confirm receipt of documents before the deal advances. Check the deal’s activity timeline to see if there is an outstanding step.
  • Contact the other party. Use the in-platform message thread on the deal to coordinate with your counterparty about the correct status.
  • Contact support if the status is stuck. If the deal is frozen at an incorrect status and neither party can update it, contact Cibocom support via in-app chat with your deal number. Include a brief description of what the status should be and why.
The fastest way to reach the Cibocom support team is via the in-app chat, available on every page of the platform at app.cibocom.com. Click the chat icon in the bottom-right corner to start a conversation. Include your company name, the relevant deal or listing number, and a clear description of the issue so the team can help you as quickly as possible.Support is available during business hours across major trading time zones. Response times may vary outside of core hours, but all messages are reviewed and actioned.

Visit the FAQ

Browse answers to the most common questions about Cibocom — from how bidding works to what commodities are supported and how your data is protected.
If you cannot resolve your issue using this guide, contact the Cibocom support team via in-app chat at app.cibocom.com. When you reach out, include your company name, a description of the problem, and any relevant deal or listing numbers so the team can assist you efficiently.