This article addresses common issues and questions that arise during the ZDHC Supplier to Zero Level 2 certification process, particularly for OEKO-TEX® STeP reduced reviews.

Important Notice About Reviewer Selection

System Notification About Reviewers

• After submitting your reduced review application, you may receive an automated message asking you to select a reviewer
• Important: If you are applying through the OEKO-TEX® STeP reduced review process, please IGNORE this message
• You do NOT need to select or contact a reviewer for reduced reviews
• The ZDHC team will directly review your application

What to Do Instead

• Simply wait for the ZDHC team to process your application
• No action is required regarding reviewer selection
• Your application will proceed automatically

Voucher Related Issues

Obtaining Vouchers

• Vouchers for OEKO-TEX® STeP reduced reviews are issued by OEKO-TEX® Institutes
• Do NOT contact ZDHC for voucher requests
• Contact your local OEKO-TEX® Institute directly for voucher inquiries

Using Vouchers

• Enter the voucher code during the payment step
• Voucher codes are case-sensitive
• Each voucher can only be used once
• Invalid voucher messages usually mean the code has already been used or expired

Other Common Issues and Solutions

Document Upload Problems

1. File Size Issues

• • Maximum file size: 10MB per file
  • Solution: Compress PDFs or split large files
  • Ensure file quality remains clear and legible

2. File Format Errors

• • Accepted formats: PDF (preferred), JPG, PNG
  • Solution: Convert files to PDF format
  • Avoid screenshots or phone photos

3. Missing Documents

• • System won't allow submission
  • Solution: Review required document checklist
  • Ensure all conditional requirements are met

Application Status Issues

1. Stuck on "Pending"

• • Normal status while ZDHC team reviews
  • No action needed from your side
  • Allow up to 10 business days for review

2. Application Not Submitting

• • Check all required fields are completed
  • Verify all required documents are uploaded
  • Ensure payment has been processed

Payment Issues

1. Payment Not Processing

• • Check credit card details
  • Verify billing address
  • Contact your bank if payment is declined

Certificate Visibility Issues

1. Certificate Not Showing in Gateway

• • Allow 24-48 hours after approval
  • Verify Gateway connection
  • Check facility ID matches

Best Practices to Avoid Issues

1. Before Starting

• • Gather all required documents
  • Check document validity dates
  • Prepare payment information

2. During Application

• • Fill all fields completely
  • Double-check document uploads
  • Save progress regularly

3. After Submission

• • Keep payment confirmation
  • Save application reference number
  • Monitor registered email for updates

Getting Help

If you encounter issues not covered here:

• Check our Knowledge Base
• Email ZDHC Support
• Include your:
  • Application reference number
  • Facility name
  • Specific issue description
  • Screenshots (if relevant)