How-To Guide

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.

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

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

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

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

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).

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

My Account Dashboard

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.

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.

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.”

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).

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.

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

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.

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

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

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:

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.”

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.

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:

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.

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.

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: