Knowledge base
FAQ
Frequently asked questions
General (14)
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What is PRISMA?
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How do I translate the website?
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Auction Calendar 2025/26
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What is the PRISMA Support Portal?
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Platform Error - Capturing Screenshots
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Where can I find a Calendar for Storage Offers?
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What is the Capacity User DVGW Code?
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I did not receive an e-mail. What can I do?
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What are the currencies supported by the PRISMA Platform?
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Is PRISMA Platform certified?
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Why Does PRISMA Recommend the Use of the Safe Mode for Permission Groups?
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Why Does PRISMA Recommend the Use of Standard Permission Groups?
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Why Does PRISMA Recommend the Permissions in the Standard Groups?
- See all 14 articles
Registration and Access (19)
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Which browsers can I use to access PRISMA?
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How can I change company information?
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Can I request assignments with additional operators after the initial registration?
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I have forgotten my password. What can I do?
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Can I register at PRISMA even if I do not intend to acquire capacity rights?
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How much does PRISMA cost for shippers?
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What happens after I have registered my company on PRISMA?
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Why do I have to register at PRISMA?
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What Does Each of the Organisation Contacts Mean?
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How do we assign User Administrator (Shipper Admin)?
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How can I register as new user for an existing shipper company?
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Error 'The VAT number invalid'
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How can I view my colleagues' bids?
- See all 19 articles
Mobile Token (5)
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The token verification code on my phone is not working. What should I do?
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I cannot scan the QR-code. What is the problem?
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I have a mobile token, but I would prefer a hardware one. What should I do?
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I got a new phone. Can I transfer my code generator from the old phone to my new phone?
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Can I change my fallback mobile number?
Hardware Token (6)
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My hardware token is broken or out of battery, what do I do?
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I requested a hardware token but it hasn't arrived, what do I do?
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I have a hardware token but I would like to switch to a mobile one, what do I do?
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I chose a hardware token, so why am I asked for a mobile phone number?
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I don't receive any SMS message when I try to use the fallback authentication procedure. What do I do?
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How long does it take for my hardware to token to be processed and shipped?
Long-Term Auctions (15)
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What does an "Insufficient Solvency" error message mean?
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How do I know when auctions will happen at PRISMA?
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How can I acquire capacity products that are not required to be auctioned?
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What is the process for booking capacity if the PRISMA platform is not available?
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Column filter
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At what times are the bidding rounds for Long-Term auctions on PRISMA?
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How long should a long-term auction last?
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What is the starting price of a long-term auction?
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How do I know if a balancing group or portfolio code is required to participate in a long-term auction?
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How do I know that my bid was correctly placed?
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How long do the rounds of long-term auctions last?
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Is it possible to skip rounds in long-term auctions?
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What amount of capacity and surcharge should I enter in long-term comfort bids (bidding curves)?
- See all 15 articles
Short-Term Auctions (5)
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How do I know my short-term comfort bid was placed in an auction?
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How do I check the status of my short-term comfort bid?
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Why was I allocated less capacity than I requested in my comfort bid?
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How do I create multiple short-term comfort bids?
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I bid a higher surcharge than the final price of the auction. Why didn't I get any capacity?
PRISMA shipper API (27)
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What is the PRISMA API?
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How to set up the PRISMA API?
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What can be done via the PRISMA API?
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What is required to register for the PRISMA API?
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Why does PRISMA use an API?
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How can I test the API?
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What format do timestamps have in the PRISMA API?
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SEPA Mandate Form
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How can we create a client in the language that fits our needs?
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How long does it take to set up the PRISMA API?
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Do I need to sign a contract or terms and conditions document before activating the PRISMA API?
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How is payment for the PRISMA API handled?
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How does the billing for the PRISMA API work?
- See all 27 articles