Your company account is blocked and you cannot place orders. If you have questions, please contact your company administrator.

Welcome to Neverfail

As our products and services vary across Australia, enter your delivery postcode to see what is available in your area.

Cancel

How-To Guide

How do I set up a new account?

1 show more
1 show less

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 log in to your account or register for a new account.

Water Drop STEP 1: On the home page, scroll down to “How it works.

Water Drop STEP 2: Click on “Build your order” which will take you to the products page.

Water Drop STEP 3: Enter your postcode so you can see the pricing for your area.

Water Drop STEP 4: Select the products and frequency you would like to add to your cart.

Water Drop STEP 5: Click checkout and you will be asked if you want to login to your existing account or create a new account. (If you already have a Neverfail account but haven't got an online account yet, click on create an account and you will be asked to link to your existing account).

Water Drop STEP 6: Add your personal details, address and delivery instructions and any other comments you would like to advise.

Water Drop STEP 7: Select payment method and place your order, you will receive a confirmation email.

Water Drop STEP 8: If you would like to check any details on your account such as products, delivery dates or balance enquiries, login in any time and look at My Account – Dashboard.

Where do I find all the information about my account?

1 show more
1 show less

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:

Water Drop Active Subscriptions - This section displays all your items on active subscriptions. Which active subscriptions you see, will be based on your permissions and if you have multiple locations.

Water Drop 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 your next delivery details.

Water Drop Account Summary - Shows the outstanding amount on your account. The 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. For more information, please refer to our video “How to make a payment.”

Water Drop 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).

How do I update my personal details?

1 show more
1 show less

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 accounts details?

1 show more
1 show less

Account details are updated under the address details for each location.

Water Drop STEP 1: Click on Manage Address from the menu either on the left under My Account in desktop view or by clicking the Dashboard + at the top on mobile view.

Manage Addresses

Water Drop STEP 2: Locate the address you wish to update the account details for under Additional Addresses Entries and click Edit .

Additional Address Entries

Water Drop STEP 3: Scroll to the bottom and enter the details you wish to update then click Save .

Accounts Details

How do I update my Outlet or Company details?

1 show more
1 show less
Go to Company Details in My Account where you will find all the information associated with your Outlet or 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 outlet or have multiple locations.
I am a standalone location
  • For a Standalone Location: Only contact Account Details will be displayed
  • To edit Account Details, just enter your new details and tap the “Save” button

I am a Trading Chain with Multiple Locations.  In this scenario two roles can exist: Trading Chain – Master and Trading Chain Outlet – Admin.

For a Trading Chain – Master only the Company Details with the trading chain’s name will be displayed.

For a Trading Chain – Admin the Company Details block and the Account Details will be displayed.
  • The Company Details will contain the trading chain’s name.
  • The account Details will contain contact details.
  • 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.

  • The Company Details will contain the trading chain’s name.
  • 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.
  • When the required bill group is selected, edit needed fields in Account Details and tap the “Save” button to save changes.

Bill Group – Master, Bill Group – Payable and Bill Group – Admin have the same content in the Company Details page. The Company Details and Account Details will be displayed here.

  • The Company Details will contain the trading chain’s name.
  • The Billing Name filed will be shown as text-field (non-editable) with the assigned bill group.
  • Users will be able to edit contact and billing details of the assigned bill group.

For a Bill Group Outlet – Admin the Company Details and the Account Details will be displayed.
  • The Company Details will contain the trading chain’s name.
  • The account Details will contain only contact details.
  • 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.

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

  • The Billing Name field will be shown as text-field (non-editable) with the assigned bill group.
  • Users will be able to edit contact and billing details of the assigned bill group

For a Bill Group Outlet – Admin only Account Details will be displayed.
  • The account Details will contain only contact details.
  • To edit Account Details just enter into fields the new details and tap the “Save” button.

How do I add another outlet/location to my account

1 show more
1 show less
  1. Navigate to My Account, Manage Addresses.

  2. Click on the “Add New Address” button.

  3. Select the “Add New Delivery Location.”

  4. Select Home or Work 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 information.

  8. If the 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.

  9. If billing and delivery addresses differ, then enter billing address data in the separate set of fields.

  10. Save your new address and you now have a new outlet to order your Neverfail products!

Watch the video to see how:

How do I change my address?

1 show more
1 show less
  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 Outlet a Bill Group and a Trading Chain?

1 show more
1 show less

A standalone Outlet 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 to make payments or change orders.

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 log in and see and do actions on all the locations in their group.

A Trading Chain is also a company with multiple locations, which may or may not be in a bill group/groups. A trading chain may also have multiple bill groups within their company for particular groups of locations (i.e. state or business unit). As with standalone locations and company locations, users may have access to manage their own location, users that are able to make changes on behalf of all their Bill Groups and locations, or Trading Chain Masters or Admins, who have full access to either change or view all outlets in the Trading Chain.

How do I add extra products like Coca-Cola, Tea or Coffee to my order?

1 show more
1 show less

If you need some cups, 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.

  • Navigate to My Account, My Subscriptions.

  • Click the “VIEW” link in the “Action” column.

  • On the opened subscription detail page click on “Edit” button.

  • Select Add New Product.
  • This will show you all the product categories and products you can add to your order.

  • 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.

  • The additional products will be delivered on your Next Scheduled Delivery date if you selected monthly, but will be delivered as soon as possible if you ordered a "Once Off" product for a particular event, or a top up before your next scheuled delivery.

  • Tap “Save”, when you finish.

  • The “Confirm Subscription Update” pop-up will appear.

  • Tap “Confirm” to confirm the subscription update.

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

1 show more
1 show less
Once your account is up and running, making online payments to settle your Neverfail invoices couldn’t be easier.
  1. Log into your account and select Billing & Invoices from the My Account drop down box in the top right hand corner. Here, you’ll see all previous online transactions, paid invoices, and unpaid invoices.
  2. To make a payment, 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 over the top.
  3. Now, click ‘Pay Invoices.’
  4. Next, you’ll need to select your secure payment method. You can use PayPal or Credit Card to make online payments.
  5. You can store all your options under Stored Payment Methods – we comply with the highest level of security to ensure that your payment methods are stored safely.
  6. Once you’ve entered your details, click pay invoices, and that’s it!  Your invoices balance will be updated next time you log in (it may take up to 30mins).

Watch the video to see how:

How do I print off or save an invoice?

1 show more
1 show less
  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 invoice will be optimised for an A4 sheet for you to print or save to your files.

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

1 show more
1 show less

Subscriptions are a great way to save time and effort when you require regular deliveries, so you can Set & Forget!

  1. To create a subscription, select the your products and how regularly you’d like to receive them - once off, monthly or annually.  (If you do need more regular deliveries, please contact our Neverfail Customer Care team).

  2. Now, add the product to the cart.  You can add multiple product orders to a single subscription.

  3. When you’ve finished shopping, click checkout and 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

  4. Next, proceed through the checkout.

  5. 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.

  6. Check your order summary and place the order.

  7. To view all your subscriptions, navigate to ‘My Account’, and select ‘My Subscriptions' in the left-hand menu.

  8. To edit or pause any of these subscriptions, click ‘Edit’. 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 next subscription order.

  9. 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.

  10. 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.

  11. If you’d like to pause the whole subscription, this can easily be done using the link in the top right of the page.

  12. Before exiting, click save, read & agree to the terms and conditions and click confirm.

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

1 show more
1 show less

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 easily managed.

  1. To set up an additional user, login and navigate to ‘My Account’.
  2. Select ‘Additional Users’ on the left-hand menu. Click ‘Add New User’ and fill out their details.
  3. 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. 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. An Outlet is defined as a single location or address of your business or home. Group is defined as when a group of sites or addresses that are paid from a head office rather than a site. You can find all our user role types in the permissions matrix below.
  4. When complete, hit save.
  5. Once set up, the new user will receive an email to register and set a password. When this has been done, the new user will appear in your list you are a master user.
Adding a new address/outlet
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 where you would like Nevefail products delivered.
  1. Navigate to ‘My Account’, and then click ‘Manage Addresses’ in the left-hand menu.
  2. 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.

Watch the video to see how:

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

1 show more
1 show less

The Neverfail website makes requesting services and repairs for your water equipment effortlessly simple.

  1. To submit a service request anytime or letting us know if there are any issues with your cooler, log in to your account.
  2. Navigate to ‘My Account’ and then select ‘My Equipment’ on the left-hand menu.  Here you will see all the Neverfail equipment across all your locations.
  3. At the bottom of the screen, you’ll also see any completed, pending or scheduled service requests.
  4. To schedule a new service request, click the ‘Submit Request’ button.
  5. Fill out the details, giving as much detail as possible, and click submit.
  6. Our Neverfail customer care team will be in contact with you to arrange the service - please note in the comments if it is urgent.

Watch the video to see how:

need help? 13 30 37
or
LiveChat
Monday to Friday, 8am to 7pm AEST.

How can we help you?

Get support by phone, chat, contact us or check out our FAQs.