Managing My Account
FAQs
Questions About Managing My Account
- Can I change the email address I sign in with?
- How do I change my password?
- I've forgotten my password
- Are my contact details updated in your offline customer service system/records?
- How do I change or update my contact details?
- How do I subscribe/unsubscribe from Afrox newsletters and marketing promotions?
- How can I close my account?
- What is the balance of my account?
- Why is my account on order block?
- My account has been locked, what should I do?
- How do I change my access rights for my online account?
Questions About Downloading Documents
1. Can I change the email address I sign in with?
Unfortunately you're unable to change the email address you have registered with. If you forget your account email address you can contact call our customer service team on 0860 02 02 02.
2. How do I change my password?
Your password can be changed in your account profile once you've logged in.
To do this select the 'My Account' icon, then go to 'My Account Profile', then select 'Show More My Account Profile Options' and select 'Contact Information'. You will then need to click the 'Change Password' button.
3. I've forgotten my password
If you have forgotten your password you can use the 'forgotten your password' link in the 'Sign In/Register' screen to reset your password. You will receive an email allowing you to reset your password for your registered email address.
Alternatively, link straight through to reset your password here.
4. Are my contact details updated in your offline customer service system/records?
If you are an existing Afrox account customer you will not be able to update your delivery address details online, you will be able to send a request to our customer service team by using the email enquiry form, available in the 'Delivery Information' section of 'My Account Profile' or from the first step of checkout.
5. How do I change or update my contact details?
Your contact details can be changed in your account profile once you've logged in. To do this select the 'My Account' icon, then go to 'My Account Profile', 'Show More My Account Profile Options' and select 'Contact Information'. You will then need to select 'Edit contact details'.
Alternatively link straight through to your account profile here.
6. How do I subscribe/unsubscribe from Afrox newsletters and marketing promotions?
To receive the latest news and information about Afrox products, services, promotions and events complete the online request form on the eshop footer. You will have the option to opt-out of receiving newsletters and marketing promotions at any time either through the ‘Unsubscribe’ link on the footer or by editing your communication preferences found in your My Account Profile.
7. How can I close my account?
Your account cannot be closed until all cylinders have been returned to Afrox. Please call our customer service team on 0860 02 02 02 to make arrangements for an account closure and full cylinder collection.
8. What is the balance of my account?
Your account balance can be viewed in your account profile once you've logged in. To do this select the 'My Account' icon, then 'Show More My Account Options' and select 'Balance and Statements'.
9. Why is my account blocked from ordering?
Your account could be blocked from ordering for several reasons:
If you have exceeded your credit limit.
If during checkout your order total takes you over your credit limit.
Please contact the customer services team call 0860 02 02 02 and they will be happy to help.
10. My account has been locked, what should I do?
Your access to the Afrox Shop will be automatically locked if you exceed 10 failed attempts when entering your log in details. If you are locked out you will need to contact our customer service team call 0860 02 02 02 or use the ‘Enable Account’ link on the log in page.
11. How do I change my access rights for my online account?
Please contact customer services call 0860 02 02 02 and they will be able to discuss permissions for the account.
Questions About Downloading Documents
1. How do I read my invoice?
For an example invoice download the PDF file understanding your Afrox invoice
The layout is as follows:
- top left shows name and contact details
- top right gives invoice number and the type of invoice - i.e. an invoice, credit note or facility charge
- main invoice indicates sales, rental and VAT charges
Sales heading
Under this heading you will see the following:
- advice note stating the date and branch of supply and the delivery number
- purchase number and/or the name of the person placing the order
- your location, account number and address for where the items were delivered
- list of products purchased
- fixed charge. Either a delivery charge or a transaction charge if the cylinder is collected at a retail outlet
- total charge for sales
Rental heading
Under this heading you will see the following:
- your account number and address for where the cylinders are held
- type of gas, cylinder size and number of cylinders rented
- charge/months
- total charge for rental
- bottom left. Overall total
2. How do I download an invoice?
Click on 'My Account' in the top navigation, then click on 'Invoices' on the left hand side. You can search for a particular invoice in the 'Search by reference number' box. Or you can filter your search results by payer and invoice account, payment status, as well as by date.
Once you have found the invoice you wish to download, click on the 'View documents' button. A popup will appear to show you details of that document. Click on the document number that you wish to view, and that invoice will open for you.
3. How do I download a statement?
Click on 'My Account' in the top navigation, then click on 'Balance & Statements' on the left hand side. Your statements for the last 12 months will be showing on the right hand side. Click on the 'View' button to download the relevant statement.
4. How do I download an order reference?
Click on 'My Account' in the top navigation, then click on 'Orders & Deliveries' on the left hand side. You can search for a particular 'Afrox Order Ref' in the 'Search by' box. Or you can filter your search results by account, status, category, as well as by date. Once you have found the Order you wish to download, click on the 'View documents' button. A popup window will appear to show you details of that document. Click on the Document Number that you wish to view, and that document will open for you.
5. How do I download a Proof of Delivery (POD)?
Click on 'My Account' in the top navigation, then click on 'Orders & Deliveries' on the left hand side. You can search for a particular 'Your ref / PO' in the 'Search by' box. Or you can filter your search results by account, status, category, as well as by date. Once you have found the POD you wish to download, click on the 'View documents' button. A popup will appear to show you details of that document. Click on the document number that you wish to view, and that document will open for you.
