{"id":19562,"date":"2021-03-09T09:52:09","date_gmt":"2021-03-09T09:52:09","guid":{"rendered":"https:\/\/www.turnbull.co.uk\/cms\/?page_id=19562"},"modified":"2022-05-05T12:52:14","modified_gmt":"2022-05-05T12:52:14","slug":"frequently-asked-questions","status":"publish","type":"page","link":"https:\/\/www.turnbull.co.uk\/cms\/frequently-asked-questions\/","title":{"rendered":"Frequently Asked Questions | Accessing your Account Online"},"content":{"rendered":"<div class=\"wpb-content-wrapper\" id=\"wpb-content-root\"><p>[vc_row][vc_column css=&#8221;.vc_custom_1615549845954{padding-right: 20px !important;padding-left: 20px !important;}&#8221;][vc_column_text]<\/p>\n<h1>Frequently Asked Questions<\/h1>\n<p><span style=\"font-weight: 400;\">We\u2019ve captured those questions you\u2019ve been asking and tried to provide answers below. If you can\u2019t find the answer you\u2019re looking for, <a href=\"\/cms\/customer-service\/#section-get-in-touch\/\">get in touch with us<\/a>.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column]<section class=\"elegant-tabs-container\">\n\t\t\t<div class=\"et-tabs et-vertical et-tabs-style-bars tab-class-2111987802 et-align-left\"\n\t\t\tdata-tab_style=\"bars\"\n\t\t\tdata-active-bg=\"#000e77\"\n\t\t\tdata-active-text=\"\"\n\t\t\tdata-hover-bg=\"\"\n\t\t\tdata-hover-text=\"rgba(0,14,119,0.7)\"\n\t\t\tdata-active-tab=\"0\"\n\t\t\tdata-auto-switch-tab=\"no\"\n\t\t\tdata-switch-interval=\"5\"  data-show-hide=\"true\" >\n\t\t\t<nav class=\"elegant-tabs-nav\" style=\"\">\n\t\t\t<ul class=\"elegant-tabs-list-container\" style=\"color:#000e77;\">\n\t\t\t<li style=\"background:#ffffff;\" ><a class=\"et-anchor-tag\" style=\"font-size:14px;\" href=\"#\" target=\"\" data-href=\"#section-new-customers\"><span style=\"font-size: 14px;\" class=\"et-tab-title no-icon\">Accessing your Account<\/span><\/a><\/li><li style=\"background:#ffffff;\" ><a class=\"et-anchor-tag\" style=\"font-size:14px;\" href=\"#\" target=\"\" data-href=\"#section-account-info-faqs\"><span style=\"font-size: 14px;\" class=\"et-tab-title no-icon\">Invoices, Statements &amp; more<\/span><\/a><\/li><li style=\"background:#ffffff;\" ><a class=\"et-anchor-tag\" style=\"font-size:14px;\" href=\"#\" target=\"\" data-href=\"#section-order-info\"><span style=\"font-size: 14px;\" class=\"et-tab-title no-icon\">Order Information<\/span><\/a><\/li><li style=\"background:#ffffff;\" ><a class=\"et-anchor-tag\" style=\"font-size:14px;\" href=\"#\" target=\"\" data-href=\"#section-1615539296674-3-3\"><span style=\"font-size: 14px;\" class=\"et-tab-title no-icon\">General FAQs<\/span><\/a><\/li>\n\t\t\t<\/ul>\n\t\t\t<\/nav>\n\t\t\t<div class=\"et-content-wrap\">\n\t\t\t\t\t\t\t\t<div class=\"infi-responsive-tabs\"\n\t\t\t\t\t\tdata-tab_style=\"bars\"\n\t\t\t\t\t\tdata-active-bg=\"#000e77\"\n\t\t\t\t\t\tdata-active-text=\"\"\n\t\t\t\t\t\tdata-hover-bg=\"\"\n\t\t\t\t\t\tdata-hover-text=\"rgba(0,14,119,0.7)\">\n\t\t\t\t\t\t<div class=\"infi-tab-accordion\">\n\t\t\t\t\t\t\t<div class=\"new-customers_tab infi_accordion_item\" style=\"background:#ffffff;\">\n\t\t\t\t\t\t\t\t<div class=\"infi-accordion-item-heading\" data-href=\"#section-new-customers\" style=\"color:;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\" no-icon\">Accessing your Account<\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<section id=\"section-new-customers\" class=\"tab\" data-animation=\"\" style=\"background:; color:;\"><div class=\"infi-content-wrapper\">[vc_toggle title=&#8221;Logging on for the first time&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; open=&#8221;true&#8221;]We&#8217;ve put together a short (it&#8217;s only 70 seconds long) video on how to login. This video shows how to use your single-use password to complete your registration and so get access to your account details.<\/p>\n<div style=\"width: 640px;\" class=\"wp-video\"><video class=\"wp-video-shortcode\" id=\"video-19562-1\" width=\"640\" height=\"360\" preload=\"metadata\" controls=\"controls\"><source type=\"video\/mp4\" src=\"\/cms\/app\/uploads\/2021\/03\/Turnbull-Initial-Login.mp4?_=1\" \/><a href=\"\/cms\/app\/uploads\/2021\/03\/Turnbull-Initial-Login.mp4\">\/cms\/app\/uploads\/2021\/03\/Turnbull-Initial-Login.mp4<\/a><\/video><\/div>\n<p>[\/vc_toggle][vc_toggle title=&#8221;I can&#8217;t login what do I do?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; open=&#8221;true&#8221;]If you\u2019re having issues logging into your account, the simplest way to get around the issue is to <a href=\"\/account\/password-recovery\">reset your password<\/a>. You will need to know the email address linked with the account to do this.<\/p>\n<p>If you do not know the email address linked with the account, please call <a href=\"tel:01529303025\">01529 303025<\/a> for assistance and have your Turnbull Account number to hand.[\/vc_toggle]<\/div><\/section>\t\t\t\t\t<div class=\"infi-responsive-tabs\"\n\t\t\t\t\t\tdata-tab_style=\"bars\"\n\t\t\t\t\t\tdata-active-bg=\"#000e77\"\n\t\t\t\t\t\tdata-active-text=\"\"\n\t\t\t\t\t\tdata-hover-bg=\"\"\n\t\t\t\t\t\tdata-hover-text=\"rgba(0,14,119,0.7)\">\n\t\t\t\t\t\t<div class=\"infi-tab-accordion\">\n\t\t\t\t\t\t\t<div class=\"account-info-faqs_tab infi_accordion_item\" style=\"background:#ffffff;\">\n\t\t\t\t\t\t\t\t<div class=\"infi-accordion-item-heading\" data-href=\"#section-account-info-faqs\" style=\"color:;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\" no-icon\">Invoices, Statements &amp; more<\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<section id=\"section-account-info-faqs\" class=\"tab\" data-animation=\"\" style=\"background:; color:;\"><div class=\"infi-content-wrapper\">[vc_toggle title=&#8221;Where do I find all my account information?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; open=&#8221;true&#8221;]In the below video, we&#8217;ll give you a tour of your online account. Where to find all your account information and how to use the handy filters to locate specific invoices, statements and credit notes.<\/p>\n<p>&nbsp;<\/p>\n<div style=\"width: 640px;\" class=\"wp-video\"><video class=\"wp-video-shortcode\" id=\"video-19562-2\" width=\"640\" height=\"360\" preload=\"metadata\" controls=\"controls\"><source type=\"video\/mp4\" src=\"\/cms\/app\/uploads\/2021\/03\/Turnbull-Online-Account-Overview.mp4?_=2\" \/><a href=\"\/cms\/app\/uploads\/2021\/03\/Turnbull-Online-Account-Overview.mp4\">\/cms\/app\/uploads\/2021\/03\/Turnbull-Online-Account-Overview.mp4<\/a><\/video><\/div>\n<p>[\/vc_toggle][vc_toggle title=&#8221;I can\u2019t find a specific invoice&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; open=&#8221;true&#8221;]<span style=\"font-weight: 400;\">Once logged in, you will automatically land on the tab to view \u2018My Account and Outstanding invoices\u2019. This page will only show outstanding invoices. If you\u2019re looking for older invoices that ave been paid, once logged in, navigate to the\u00a0 &#8216;My Invoices and Credit&#8217; tab, you will be able to view invoices going back 12 months and use the filters to search for a specific invoice. For invoices going back any further than this, please contact our Finance team on <a href=\"tel:01529303025\">01529 303025<\/a>\u00a0or email <a href=\"mailto:credit.control@turnbullsonline.co.uk\">credit.control@turnbullsonline.co.uk<\/a><\/span>[\/vc_toggle][vc_toggle title=&#8221;Can I pay my invoices online?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; open=&#8221;true&#8221;]<span style=\"font-weight: 400;\">No, at the moment we don\u2019t have the facility for you to pay invoices online. We are currently working towards offering this service in the near future though.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"> Payments can be made speedily by contacting our Finance team on <a href=\"tel:01529303025\">01529 303025.<\/a><\/span>[\/vc_toggle]<\/div><\/section>\t\t\t\t\t<div class=\"infi-responsive-tabs\"\n\t\t\t\t\t\tdata-tab_style=\"bars\"\n\t\t\t\t\t\tdata-active-bg=\"#000e77\"\n\t\t\t\t\t\tdata-active-text=\"\"\n\t\t\t\t\t\tdata-hover-bg=\"\"\n\t\t\t\t\t\tdata-hover-text=\"rgba(0,14,119,0.7)\">\n\t\t\t\t\t\t<div class=\"infi-tab-accordion\">\n\t\t\t\t\t\t\t<div class=\"order-info_tab infi_accordion_item\" style=\"background:#ffffff;\">\n\t\t\t\t\t\t\t\t<div class=\"infi-accordion-item-heading\" data-href=\"#section-order-info\" style=\"color:;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\" no-icon\">Order Information<\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<section id=\"section-order-info\" class=\"tab\" data-animation=\"\" style=\"background:; color:;\"><div class=\"infi-content-wrapper\">[vc_toggle title=&#8221;Where can I view the order I just placed?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; open=&#8221;true&#8221;]<span style=\"font-weight: 400;\">All of your orders are available to view in the \u2018My account\u2019 section of the site, under &#8220;My Orders&#8221;. If you have a query about your order you\u2019d like to speak to someone about. please ring <a href=\"tel:01529308839\">01529 308839<\/a> and have your order number to hand.<\/span>[\/vc_toggle]<\/div><\/section>\t\t\t\t\t<div class=\"infi-responsive-tabs\"\n\t\t\t\t\t\tdata-tab_style=\"bars\"\n\t\t\t\t\t\tdata-active-bg=\"#000e77\"\n\t\t\t\t\t\tdata-active-text=\"\"\n\t\t\t\t\t\tdata-hover-bg=\"\"\n\t\t\t\t\t\tdata-hover-text=\"rgba(0,14,119,0.7)\">\n\t\t\t\t\t\t<div class=\"infi-tab-accordion\">\n\t\t\t\t\t\t\t<div class=\"1615539296674-3-3_tab infi_accordion_item\" style=\"background:#ffffff;\">\n\t\t\t\t\t\t\t\t<div class=\"infi-accordion-item-heading\" data-href=\"#section-1615539296674-3-3\" style=\"color:;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\" no-icon\">General FAQs<\/span>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<section id=\"section-1615539296674-3-3\" class=\"tab\" data-animation=\"\" style=\"background:; color:;\"><div class=\"infi-content-wrapper\">[vc_toggle title=&#8221;If I open an account online, will I be able to use this in any of your branches?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; open=&#8221;true&#8221;]<span style=\"font-weight: 400;\">No, if you open an account online, then this account is for use on the turnbullsonline website only. If you would like to set up an account with one of the branches, please <a href=\"\/cms\/branches\/\">contact your local branch<\/a>.<\/span>[\/vc_toggle][vc_toggle title=&#8221;Is pricing Inc or Ex VAT?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; open=&#8221;true&#8221;]<span style=\"font-weight: 400;\">All pricing states whether it is inclusive or exclusive of VAT on product pages and in your basket. If you\u2019re browsing the website without logging in then all pricing will be displayed inclusive of VAT. If you\u2019re a Turnbull Trade account customer, once you\u2019ve logged in you will see pricing displayed exclusive of VAT.<\/span>[\/vc_toggle][vc_toggle title=&#8221;Are my agreed terms set up online?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; open=&#8221;true&#8221;]<span style=\"font-weight: 400;\">Yes, all your agreed terms set up in branch will be honoured and are reflected in the pricing displayed online<\/span>[\/vc_toggle][vc_toggle title=&#8221;I can\u2019t find products on the website I normally get in branch?&#8221; style=&#8221;arrow&#8221; color=&#8221;blue&#8221; open=&#8221;true&#8221;]<span style=\"font-weight: 400;\"> Unfortunately, we don\u2019t currently list all products available in our branches on the website but we are regularly adding new product lines to the website. If you\u2019re looking for something specific, please <a href=\"\/cms\/branches\/\">contact your local branch<\/a>.<\/span>[\/vc_toggle]<\/div><\/section>\n\t\t\t<\/div> <!-- \/et-content-wrap -->\n\t\t\t<\/div> <!-- \/et-tabs -->\n\t\t\t<\/section>[\/vc_column][\/vc_row][vc_row][vc_column][vc_empty_space][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>FAQs answered and help for all online account holders to make ordering and keeping track as easy as possible<\/p>\n","protected":false},"author":14,"featured_media":0,"parent":0,"menu_order":18,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-19562","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>FAQs | Access your Account Online | Turnbull&amp; Co<\/title>\n<meta name=\"description\" content=\"How to use your online account. 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