Troubleshooting

1. What do the grey clock, yellow warning triangle and tick symbols next to associate names mean?

• Grey clock = your request to add this person to the list of associates is pending with the EPO
• Yellow triangle = your request could not be approved. Please delete the entry.
• Tick mark = your request has been approved, and communications addressed to this person can now be sent to the company Mailbox. To set this up, your company's My.epoline administrator should go to Associates, select the associate, click Edit and indicate that the associate wants to receive communications via the Mailbox. Note: If this is not done, the associate will not be sent any mail via the Mailbox.

2. What should I do if an associate needs to be removed?

You or your My.epoline administrator should go to the Administration tab, click Associates, select the associate in question, click Edit and un-tick the option to receive communications. If the name of the associate is to be removed from the list, you should select the associate in question and click Delete.

3. What should I do if an associate I have added is not approved by the EPO?

As your company's My.epoline administrator you must delete the associate. If he or she is a professional representative who should have access, then you must repeat the "add associate" procedure. Alternatively, you can contact EPO User Support (support@epo.org) to find out what went wrong with the first entry.

4. Why do I only see the schedule of fees when I open Online Fee Payment?

Your My.epoline administrator has not granted you access to Online Fee Payment.