How-To Guide

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 - 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.

2. 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 next delivery details.

3. 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 our video “How to make a payment.”

4. 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.

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.

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.

• 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: