---
description: Frequently asked questions about CarbuRe
---

# FAQ - En

### <mark style="color:blue;">Signing in & Access</mark>

<details>

<summary>I want to get access to a registered company on CarbuRe</summary>

* After creating your account on Carbure, go to the [My Account page](https://carbure.beta.gouv.fr/account), accessible from the menu at the top right.
* If you are the first registered user of the company, you must [contact the DGEC](mailto:carbure@beta.gouv.fr) so they can appoint you as administrator of this company.
* An administrator can then accept future requests from subsequent users, allowing you to manage this internally and autonomously.

</details>

<details>

<summary>I did not receive the 4-digit code.</summary>

* Emails are often subject to many safety rules to avoid abuse and other scams. These protections prevent our emails from arriving in your reception box, **including in your spam**.
* If you no longer receive 4-digit code emails, please **check with your IT service** that the email addresses [carbure@beta.gouv.fr](mailto:carbure@beta.gouv.fr) and [noreply@carbure.beta.gouv.fr](mailto:noreply@carbure.beta.gouv.fr) are well-tolerated by your email system.
* If everything looks correct on your side, you can contact us so that we communicate the code manually.

</details>

### <mark style="color:orange;">My Company</mark>

<details>

<summary>I want to register my french company on Carbure.</summary>

* To register your company, please click on [**+ Add an organization**](https://carbure.beta.gouv.fr/account/) and select [**my company is not registered**](https://carbure.beta.gouv.fr/account/company-registration) then enter your **SIREN.**
* To fill in the remaining information and request the registration of your company

</details>

<details>

<summary>I want to register my non-french company on Carbure.</summary>

* To register your company, click on [**Add a non-French company**](mailto:carbure@beta.gouv.fr?subject=%5BCarbuRe%20-%20Soci%C3%A9t%C3%A9%5D%20Je%20souhaite%20ajouter%20une%20soci%C3%A9t%C3%A9%20%C3%A9trang%C3%A8re\&body=Bonjour%2C%E2%80%A8%E2%80%A8Je%20souhaite%20ajouter%20ma%20soci%C3%A9t%C3%A9%20sur%20CarbuRe%20mais%20celle-ci%20n%E2%80%99est%20pas%20immatricul%C3%A9e%20en%20France.%0A%0AVoici%20les%20informations%20la%20concernant%20%3A%0A%0A1%20-%20Nom%20de%20la%20soci%C3%A9t%C3%A9%20%3A%0A%0A2%20-%20Description%20de%20l%27activit%C3%A9%20\(obligatoire\)%20%3A%0A%0A3%20-%20Justificatif%20d%E2%80%99enregistrement%20officiel%20local%20%3A%0A%0A4%20-%20Adresse%20postale%20%3A%E2%80%A8%0AMerci%20beaucoup%E2%80%A8Bien%20cordialement%2C)**.**
* Please fill **in** the email, with:&#x20;
  * &#x20;a brief description of your activity (production, trading, stock management, incorporation of biofuels, pure biofuel consumption, etc.).
  * Any relevant official documents to describe your company attached.
* An email will be sent to the DGEC (french administration).

</details>

<details>

<summary>I want to register an oil depot in Carbure.</summary>

CarbuRe keeps a database of oil depots. It contains most of the depots that are located in France. From the company page, you can **associate** your company with these deposits.

However, we may not already know about a specific depot. In that case, please send an email to the [DGEC](mailto:carbure@beta.gouv.fr) specifying:

* The depot customs identification number.
* The type of depot (Oil Depot, Biofuel Depot, etc.)
* Location (address, city and if possible GPS coordinates).&#x20;

We will add the depot to the CarbuRe database and you'll be able to link your company as described above.

</details>

<details>

<summary>I can't find my certificate on CarbuRe.</summary>

* The **ISCC, 2BS and Redcert** certificates are updated every Sunday. If you cannot find your certificate in the list known by CarbuRe, please wait until Monday after. If the certificate still does not exist this period, please [contact](mailto:carbure@beta.gouv.fr) the DGEC.

</details>

### <mark style="color:red;">Batches Management</mark>

<details>

<summary>An anomaly is detected in my batches</summary>

* CarbuRe runs automatic tests to **check data consistency** with regard to current regulations while limiting typos.
* When anomalies are detected, they are listed inside your batches details in order to guide you through the handling of these errors.

</details>

<details>

<summary>I can't add, modify or delete some of my batches</summary>

* In some cases, Carbure prevents you from making certain operations that could corrupt the data recorded on the platform.
* If the error prevents you from moving forward, do not hesitate to [contact](mailto:carbure@beta.gouv.fr) the DGEC. To allow us to provide the best help we can, we recommend that you **describe precisely** the context in which the error was raised  (company name, list of batches causing the error, clicked-button, etc.), as well as files that may be involved in the operation.

</details>

<details>

<summary>I want to correct an error on several batches at a time.</summary>

* If during an audit or a sending of several batches to a customer, you notice that many batches contain erroneous data, contact the DGEC with the batches concerned (Excel list) and clearly explain the remarkable errors and the corrections you want to apply.

</details>

<details>

<summary>I cannot modify some fields, when my batch is in correction.</summary>

* Some batches come from a "traceability chain", that is to say that the sustainability data they contain come from other batches previously filled in Carbure, they are not editable.
* If you are an intermediary and you have created a batch, it has been automatically divided into two separate batches: batch received and batch sent; in order to ensure the granularity of the information while preserving the confidentiality of your supplier.
* If your customer wants a correction on a batch, **you will receive a correction request on the sent batch**. However, the correction must be made at the level of the batch received to be effective at the level of the batch sent to your customer.
* If the batch to be corrected comes from stock, the responsibility for the data is borne by the original supplier of the stock. Any changes to the stored batch's parent batch will be reflected in the stored batch's child batch(es).

</details>

<details>

<summary>The batch Excel import do not work properly</summary>

* Check that your **columns contain the right data**, it happens that they have been reversed by mistake.
* Check that certificates, company names, deposits and production sites in your cells use the exact names recorded on Carbure, at the nearest accent (you can find these names in the Carbure directory or on your company page for certificates).
* Often, these problems with data in Excel lead to other bugs later in the life cycle of batches, such as the absence of specific certificates, or the creation of extra batches when sending drafts.

</details>

<details>

<summary>I would like to change the display unit of my batches (liters/tonnes/etc.)</summary>

* In the **Companies tab**, please go to the section > **Options** and indicate preference units for the display of quantities in your batches.

</details>

<details>

<summary>I have a problem with GHG emissions in my batch.</summary>

* Please **check the consistency of your calculation** (in the case of default values, please check that you have chosen the right values).
* If the result is negative, please get in touch with the DGEC (note that a negative result can happen in very exceptional cases).

</details>

<details>

<summary>The certificate of my supplier is missing.</summary>

* If you have received a batch for which supplier certificate is missing, please contact the person who created this batch.
* Please refuse the batch and specify "missing certificate" as reason for refusal.

</details>

<details>

<summary>I misclicked the type of delivery (incorporation, etc.) while accepting suppliers batches</summary>

* In this case, you can use the "cancel acceptance" function which allows you to return batches freshly accepted in your reception box. This then allows you to select the right option from the Accept everything / Accept the selection tab > Received batches.
* Note that this operation does not work for batches that have been accepted or stored and then sold to other companies. In this case, you will need to contact the DGEC for a manual intervention.

</details>

### <mark style="color:yellow;">Stocks management</mark>

<details>

<summary>I have an error when I try to extract batches from my stocks with the Excel model.</summary>

* Check that you are using the **latest excel model for stock extraction**, its main difference is that it has a “carbure\_id” column which allows you to declare from which stock line your new batches will be extracted.
* Make sure that the volumes you mention do not exceed an accuracy of two decimals (0.00). Carbure rounds the values ​​which can cause problems to exceed volumes available in stocks.

</details>

### <mark style="color:green;">Double Counting</mark>

<details>

<summary>Double Counting Application</summary>

* Double counting features are currently being developed in Carbure.
* Please submit your double counting reconnaissance application directly to the DGEC by filling out the following model: Excel file link to add.

</details>

