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How-To Guide

How do I set up a new account?

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Setting up a new account is as easy as selecting the products you want and going to check out. At checkout you will be prompted to login to your account or register for a new account.

  1. On the home page, scroll down to “How it works”
  2. Click on “Build your order” which will take you to the products page
  3. Enter your postcode so you can see the pricing for your area
  4. Select the products and frequency you would like to add to your cart
  5. Click checkout and you will be asked if you want to login to your account or create an account
  6. Add your personal details, address and delivery instructions and any other comments you would like to advise
  7. Select payment method and place your order, you will receive a confirmation email
  8. If you would like to check any details on your account such as products, delivery dates or balance enquiries, login in anytime and look at My Account – Dashboard.

Where do I find all the information about my account?

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My Account Dashboard

My Account Dashboard is where you will find all the key information about your account. The My Account dashboard provides a visual display of the most important and latest information all on one screen when you log in to your account.

My Account consists of 4 sections:

  1. Active Subscriptions
  2. Deliveries Summary
  3. Account Summary
  4. Account Information


Active Subscriptions

This section displays in a carousel format to show all your items from active subscriptions. This area will contain items for the active subscriptions based on your permissions and respective assignments if you have multiple locations.


Deliveries Summary

This section displays the dates of your last delivery and next delivery. Clicking on the “view” link in the Last Delivery block will navigate to the order history and click on the “view” link in the Next Delivery block will navigate to the associated delivery.


Deliveries Summary

Account Summary represents the outstanding amount on your account. Account Balance is the sum of the all unpaid invoices on your account.

The “Make Payment” button will redirect a you to the Billing and Invoices page where you will be able to make a payment. Please refer to the video “How to make a payment”


Account Information

This section displays the account information related to the user who is logged in (some accounts will have multiple users who can action the account). Here you will be able to see:

  1. Personal Account info:
    1. User Name
    2. USer Email
    3. Links to “Edit” and “Change Password” which will navigate to the Personal Details page, where you will be able to edit your personal details.
  2. Personal newsletter subscriber status.
    1. The “Edit” link will navigate to the Personal Detail page, where a user will be able to edit personal newsletter status.

How do I update my personal details?

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My Account / Personal Details

Go to Personal Details in My Account. This tab will contain all the information associated to you as the signed in user. On this page you will be able to edit your personal details, change your email and update your password. Also you will be able to subscribe or unsubscribe to newsletters.

How do I update my Company details?

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Go to Company Details in My Account where you will find all the information associated with your Company. The information displayed in this area depends on your company structure and your role (or permission level in the company account).

You will find two sections: Company Details and Account Details There will be different views depending on your role in the company account (permission level) or whether you are a standalone location or have multiple locations.


I am a standalone location

  1. For a Standalone Location: Only contact Account Details will be displayed
  2. To edit Account Details, just enter your new details and tap the “Save” button

I am a Trading Chain with Multiple Location

In this scenario two roles can exist: Trading Chain – Master and Trading Chain Outlet – Admin.

  1. For a Trading Chain – Master only the Company Details with the trading chain’s name will be displayed.
  2. For a Trading Chain – Admin the Company Details block and the Account Details will be displayed.
    1. The Company Details will contain the trading chain’s name.
    2. The account Details will contain contact details.
    3. To edit Account Details just enter new details and tap the “Save” button.

I am a Trading Chain with Bill Groups, with Multiple Locations

In this scenario five roles can exist: Trading Chain - Master, Bill Group – Master, Bill Group – Payable, Bill Group – Admin, Bill Group Location – Admin.

For a Trading Chain – Master the Company Details and the Account Details will be displayed.

  1. The Company Details will contain the trading chain’s name.
  2. The Account Details will contain the “Billing Name” dropdown. The dropdown will contain all bill groups linked to the trading chain. With this dropdown you will be able to choose which bill group’s contract details and billing details to edit.
  3. When the required bill group is selected, edit needed fields in Account Details and tap the “Save” button to save changes.
    1. Bill Group – Master, Bill Group – Payable and Bill Group – Admin have the same content in the Company Details area. The Company Details and Account Details will be displayed to them in this area.
      1. The Company Details will contain the trading chain’s name.
      2. The Billing Name filed will be shown as text-field (non-editable) with the assigned bill group.
      3. Users will be able to edit contact and billing details of the assigned bill group.
    2. For a Bill Group Location – Admin the Company Details and the Account Details will be displayed.
      1. The Company Details will contain the trading chain’s name.
      2. The account Details will contain only contact details.
      3. To edit Account Details just enter into fields new details and tap the “Save” button.

I am a Bill Group without a Trading Chain with Multiple Outlets

In this scenario four roles can exist: Bill Group – Master, Bill Group – Payable, Bill Group – Admin, Bill Group Outlet – Admin.

  1. Bill Group – Master, Bill Group – Payable and Bill Group – Admin have the same content in the Company Details area. Only Account Details will be displayed to them in this area
    1. The Billing Name filed will be shown as text-field (non-editable) with the assigned bill group.
    2. Users will be able to edit contact and billing details of the assigned bill group.
  2. For a Bill Group Location – Admin only Account Details will be displayed.
    1. The account Details will contain only contact details.
    2. To edit Account Details just enter into fields the new details and tap the “Save” button.

How do I add another location to my residential account

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  1. Navigate to My Account, Manage Addresses
  2. Click on the “Add New Address” button
  3. Select the “Add New Deliver Location”.
  4. Select the “Home” in the “Customer Type” dropdown.
  5. The form will be updated to the respective type.
  6. If you are going to be the primary contact, select the “I will be the primary contact to the address” checkbox.
  7. Enter the required data.
  8. If outlet’s billing and delivery address are the same, select “MY BILLING AND DELIVERY ADDRESS ARE THE SAME”. In this case your billing address will be auto populated from your delivery address.
    1. If billing and delivery addresses differ, then enter billing address data in the separate set of fields.

Watch the video to see how:

How do I change my address?

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  1. Navigate to My Account, Manage Addresses
  2. Click on the “Edit” link in the “Action” column.
  3. Edit the required fields.
  4. When complete, tap “Save”.

What is the difference between a Standalone Location a Bill Group and a Trading Chain?

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A standalone Location is where there is only one Neverfail location, such as a home or a small business. You may still have multiple users who are able to login to the account.

A Bill Group is a company who will have multiple locations, but they are all paid under 1 account (or group bill). You may have users able to log in to their location and make changes, check orders etc. but you will also have bill group users who are able to login and see and do actions on all the locations in their group.

A Trading Chain may also be a company with multiple locations, which may or may not be in a bill group. A trading chain may also have multiple bill groups within their company. As with standalone locations and company locations, users may have access to manage their own location. You will also have users that are able to make changes on behalf of all their bill groups and locations.

How do I add extra products like Coca-Cola or coffee to my order?

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If you are having a party and want to add a one-off order to our next delivery, or would like the convenience of your coffee to come to your office with your water delivery, it’s just a few steps to add to your order

  1. Navigate to My Account, My Subscriptions
  2. Click the “VIEW” link in the “Action” column
  3. On the opened subscription detail page click on “Edit” button
  4. Select Add New Product
  5. This will show you all the product categories and products you can add to your order
  6. Find the product you would like to add, select the frequency (one off or regular), and click the “Add” button to add them to the subscription
  7. Tap “Save”, when you finish
  8. The “Confirm Subscription Update” pop-up will appear
  9. Tap “Confirm” to confirm the subscription update

How do I make a payment and what are my payment options?

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  1. Once your account is up and running, making online payments to settle your Neverfail invoices couldn’t be easier.
  2. First, log in using your existing Neverfail account details.
  3. Then, navigate to ‘Billing and Invoices’, using the left-hand menu of the ‘My Account page’.
  4. Here, you’ll see all previous online transactions, paid invoices, and unpaid invoices.
  5. To pay an unpaid invoice, select the invoice or invoices that you want to make a payment for, and choose whether you’d like to make a full or partial payment - by default, the full amount is selected, but this can easily be changed by typing an amount that is less than full.
  6. Now, click ‘Pay Invoices’.
  7. Next, you’ll need to select your secure payment method. PayPal is as an option, or you can choose to pay with a credit card.
  8. You can store all your favourite options under Stored Payment Methods – we comply with the highest level of security to ensure that your payment methods are stored safely
  9. Once you’ve entered your details, click pay invoices, and that’s it!
  10. If successful, your invoices will be refreshed when you next log in.
  11. For more help with Neverfail account management, visit our FAQs page, or speak to one of our friendly Neverfail customer care team.

Watch the video to see how:

How do I print off or save an invoice?

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  1. Navigate to My Account, Billing & Invoices.
  2. Find the required invoice and open its detail page.
  3. Click the “PRINT INVOICE” link
  4. The printed invoice will be optimised for an A4 sheet, or you can save it for your files.

How do I create a subscription, change it or pause it?

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  1. Subscriptions are a great way to save time and effort when you require regular deliveries, so you can Set & Forget!
  2. To create a subscription, navigate to a product page, select how regularly you’d like to receive the product.
  3. In the dropdown, you can specify whether you’d like to set up a once-off, monthly, quarterly, semi-annual, or annual delivery. Note, not all options will be available for all products. If you do need more regular deliveries, please contact our Neverfail Customer Care team.
  4. Now, add the product to the cart.
  5. You can add multiple product orders to a single subscription.
  6. When you’ve finished shopping, click checkout.
  7. Now, login to your existing account or register as a new customer. You’ll need a customer account in order to set up a subscription or order once-off products through Neverfail
  8. Next, proceed through the checkout.
  9. Here, you will choose the payment method that will be used for your subscription. If credit card or Paypal is selected, your first payment will be captured immediately, and all future payments will be automatically processed on your invoice due date (usually 30 days after delivery). If On Account Payment method is selected, you are required to manually Pay for Invoices through your Neverfail ‘My Account’ section.
  10. Check your order summary and place the order.
  11. To view all your subscriptions, navigate to ‘My Account’, and select ‘My Subscriptions in the left-hand menu.
  12. To edit or pause any of these subscriptions, click ‘Edit’.
  13. Here, you can edit the quantity of products you receive in each subscription delivery, or easily add more products to the same subscription. You can also add products for a “once-off” delivery that will come with your normal subscription order.
  14. Adding products to a subscription is possible through ‘My Account’, or through the product detail pages. Going through checkout with subscription items when you already have a subscription will add them into that existing subscription once complete.
  15. In your account, you can also pause an individual product in your subscription for a set amount of time. Pausing will stop all deliveries, and no charges will incur until the subscription and deliveries resume.
  16. If you’d like to pause the whole subscription, this can easily be done using the link in the top right of the page.
  17. Before exiting, click save, agree to the terms and conditions, and then click confirm.
  18. For more help with Neverfail account management, visit our FAQs page, or speak to one of our friendly Neverfail customer care team.

How do I add someone else (a new user) or a new address to my account?

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We know that every customer is different, so we have enabled our Neverfail website to support multiple users that may need to manage your account or business at a group level or at an individual address level. Each user can be set up with different account permissions, so any account can be managed easily.

  1. To set up an additional user, login and navigate to ‘My Account’
  2. Once in your account, select ‘Additional Users’ on the left-hand menu.
  3. Next, click ‘Add New User’ and fill out their details.
  4. The ‘User Role’ that is selected is important, as this is what will decide which permissions and limitations should be imposed on the new user.
  5. For example, when selecting a Bill Group Admin role and setting the location, the user will be set up to only have visibility for this individual location, and wouldn’t be able to see orders, subscriptions and invoices relating to any other addresses within the account. A location is defined as a single location or address of your business or home. Group is defined as when a group of sites or addresses are paid from a head office rather than a site. You can find all our user role types in our FAQs
  6. When complete, hit save.
  7. Once set up, the new user will receive an email to register and set a password.
  8. When this has been done, the new user will appear in your list.
  9. Just as simple as creating a new user, Neverfail customers can add a new address to the account in seconds. A new address is created when you want to add a new site or location that you would like to deliver Neverfail products and services to.
  10. Navigate to ‘My Account’, and then click ‘Manage Addresses’ in the left-hand menu.
  11. Next, click add address, fill out the details, and save. You can add products to deliver to that address or assign a user to it at a later stage. You will be provided with a customer number once you have created your first order for that Address
  12. For more help with Neverfail account management, visit our FAQs page, or speak to one of our friendly Neverfail customer care team.

Watch the video to see how:

How do I get a service or repairs on my equipment?

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We know that every customer is different, so we have enabled our Neverfail website to support multiple users that may need to manage your account or business at a group level or at an individual address level. Each user can be set up with different account permissions, so any account can be managed easily.

  1. The Neverfail website makes requesting services and repairs for your water equipment effortlessly simple.
  2. To submit a service request anytime or letting us know if there are any issues with your cooler, login using your existing details.
  3. Next, navigate to ‘My Account’ and then select ‘My Equipment’ on the left-hand menu.
  4. Here, you’ll see all the Neverfail equipment across all your locations.
  5. At the bottom of the screen, you’ll also see any completed, pending or scheduled service requests.
  6. To schedule a new service request, click the ‘Submit Request’ button.
  7. Fill out the details, giving as much detail as possible, and click submit.
  8. Our Customer Care team will receive the request and take the next steps to resolve the request on your next scheduled delivery day. If the request is urgent, please include that in your comments and we will attend to it as soon as possible
  9. For more help with Neverfail account management, visit our FAQs page, or speak to one of our friendly customer care team.

Watch the video to see how:

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