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|What are the benefits of creating an eStore account?
|With an account, you can purchase our products 24/7, access your order history, track new orders, and save items to your wish list.
|How do I create an account on the eStore?
|To create an account, please ensure you are registering at the eStore
URL your country operates on. Click on the 'Sign Up' link at the top of the page, fill in the required fields, and submit the form. You will receive a confirmation email once your user is successfully linked to the company you work for, validated and created
|How long does it take to validate my account?
|It usually takes a few business hours to validate your account. In some cases, particularly if additional verification is needed, it can take up to a maximum of 2 days. If you are purchasing for the first time with us, it might take slightly longer to register your company in our system. You will receive an email notification once your account is validated.
|Who can purchase on the eStore?
|Anyone with a hospitality property or hospitality management, multifamily or education company, is invited to register and to purchase. Third party companies such as builders, security companies, IT or individual end-users may not be permitted due to security and billing reasons.
|Can I have multiple shipping addresses on my account for one property?
|No, due to our need to track where products are installed for warranty purposes, each account is limited to one shipping address. If you require products to be shipped to multiple locations, please contact customer service for assistance.
|When I log in, my address is incorrect or showing a property I no longer work for.
|Please contact us to resolve this issue and do not complete any purchases until solved.
|Can I add additional users to purchase under my property?
|Yes. You can complete registration for a new user on an existing eStore account here. The user will not automatically be able to purchase but will be approved shortly and receive a notification once approved.
|Can I purchase for multiple properties?
|Yes you can, at the "Multisite property management" menu you can switch between properties. Please let us know either when registering for an account or by contacting us to set it up for you.
|How can I switch between my multiple properties?
|Once you log in, you will be taken to your Dashboard. On the left side navigation, please select "Multisite property management". From here you can view all properties associated with your email and select the property you would like to purchase for.
|I forgot my password, how can I reset it?
|You can reset your password on the eStore here. You will receive an email with a link to set your new password shortly.
|I'm getting an error when I try to log in.
|The first thing we recomend is to reset your password. If you do not receive the password reset email or continue to have issues, please contact us.
|How do I close my eStore account?
|To close your account, refer to "Privacy Settings" tab present at My Account menu.
|What should I do if I suspect unauthorized activity on my account?
|If you suspect any unauthorized activity, please contact us immediately and change your password.
|How do I find the correct part number?
|Most of our products have the item number or "SKU" engraved or on a sticker on the product. You can type that number in the search bar and will find the exact match of what you are trying to order.
|What if my product doesn't have a part number?
|You can browse through different categories and apply certain filters. You can also rely on favorites or reorder from previous order.
|Can you show me only the products that are relevant to my property?
|Unfortunately, due to complex system limitations, it’s not possible to display only the products your property are using. We are actively working to streamline this process and make this easier.
|What can I do if I'm unsure of what to order?
|Please contact us. You can request our customer service to log in to your account and create a wishlist with your most common used items.
|What kind of parts are not on the eStore?
The eStore does not currently have complete locksets or complete exit devices, however the eStore does have all of the component parts.
|How do I access technical documents for products?
|Technical documents are present at the product page for some of our products. Alternatively you can access our Technical Support Portal at the "Support" tab on my account.
|I need metal keys for my property.
Metal keys cannot be purchased on the eStore but can be purchased through the Aftermarket Sales Team. Please enquire them through this form.
|I need a completely new lockset for my property.
|For now, complete locksets cannot be purchased on the eStore but can be purchased through the Aftermarket Sales Team via this form. Please let the team know the handing, quantity and send any pictures you might have as well for reference.
|This is my first time purchasing safes. What do I need to open them?
|Although safes, parts and openers can be purchased on the eStore, the safes will require software to program and open. Please contact AMS to get started with safe opening software via this form.
|What is your product warranty?
|Product warranties differ by type of product and the install. To confirm if your product is under warranty, please contact the Help Desk or create a ticket in the Technical Support Portal.
|I don't see my custom keycard design on the eStore.
|Please contact us to ensure your designs are viewable and able to be purchased on the eStore. If you have never completed an initial order for your keycard design, please contact us via email to get started today.
|What is the lead time for custom keycards?
|The lead time for all custom keycard order is 4-6 weeks to print and ship.
|I need to change something about my current keycard design.
|Please contact us for any custom keycard changes. Do not proceed with an eStore purchase until this change has been reflected on the eStore.
|How do I place an order?
|Simply add the desired products to your cart, proceed to checkout, confirm your shipping address, select a payment method, and finalize your order. A confirmation will be sent to your email.
|Can I get a pdf quote online?
|Yes, pleae proceed through check out and select shipping option. Proceed to the payment section, there is a button called "Print Quote". By clicking it, you will be able to download a quote, which is based on the items you have added on your cart and the shipping method selected.
|Is there a minimum order value to place an order?
|No, there are no minimum order requirements for purchasing aftermarket products online through our eStore. This offers flexibility and convenience for all business sizes. However, please note that offline purchases may have minimum order restrictions. For the most accessible and efficient ordering process, we recommend utilizing our online eStore services.
|Is there a minimum order quantity?
|Depending on the item you are purchasing, there may be a minimum order quantity. The eStore will only allow purchase in the minimum pack size.
|Are there any items that require special ordering conditions?
|Some items may have specific ordering conditions due to their size, customization options, or delivery restrictions. These will be listed on the product page.
|Can I order a product that is not listed on the eStore?
|For products not listed, please contact our customer service team with your request, and we will do our best to accommodate you and make it available for the next purchase.
|Will I receive an invoice for my order?
|Yes, an invoice will be emailed to your property's finance contact after your order has been shipped.
|What shipping options are available for aftermarket parts?
We offer Economy delivery (subject to stock availability) 3-5 working days.
|How do I track the status of my order?
You can track your order status in the "My Orders" section of your account, where updates will be posted regularly. [Update 01/10/23] Due to a new system implementation the tracking functionality is disabled at the moment. For order status, please contact us should the order would not be received on the 3-5 working day frame.
|Is international shipping available for aftermarket products?
This is the United Kingdom and Ireland eStore, therefore we only ship within this country. For shipments in other countries, please refer to this page to find the correct store. In some regions we might not yet have an eStore available. If you are unable to find your desired country, it may indicate that we do not have an eStore available in your region. Please reach out to us using this form.
|What does different order statuses mean?
|Accounting / Payments
|What payment methods do you accept for orders?
Currently the eStore accepts credit card payments or Bill to MyAccount if applicable.
|Can I save my payment information for future purchases?
|Yes, you can save your credit card information in your account via our secure credit card partner Stripe. This information will only be stored in your account, not across multiple users under one property.
|Can I set up a net payment terms with your company?
Net payment terms can be established for qualifying businesses after a credit check and approval process. If you would like to apply for terms, please contact accounting via email.
|How do I get a copy of the invoice for our accounting records?
You can request a copy of your invoice via email by providing your order number and any details. We are currently working so that invoices can be downloaded from My Account menu. Please bear with us until that option is available.
|How can I pay for an existing eStore or AMS order?
You can pay for your invoices contatcting our finance team via email email@example.com.
|How can we update our billing information?
Billing information can we updated. Please send the new billing information to our finance team via email .
|Why am I only seeing the payment option for credit card?
The eStore displays payment methods based on what is reflected in our system. If you believe you should have a net terms account with us, please contact the eStore for assistance.
|Customer Support Portal
|Where can I find the technical support portal?
You can find our Customer Support Portal here. This is also available from the eStore Dashboard under Support.
|How can I gain access to the technical support portal?
|You can register for the Customer Support Portal by clicking REGISTER in the top right corner. The Customer Registration screen will open. Once you complete all data fields, click on SUBMIT. Users will receive an email within 24 to 48 hours of containing login credentials.
|Do you offer technical support for product installation?
|Yes, we provide technical support for product installation. Please reach out to the Help Desk for installation and training options.
|Are your keys compatible with other locking systems?
|No, our keys will not be compatible with other locking systems not provided by ASSA ABLOY.
|I want to have a technician come out to my property to review a technical issue the property is experiencing.
|Please note our on-site visits are curently four weeks scheduled out. It is always recommended to reach out to the Help Desk first before requesting an on-site visit. Please reach out to our AMS team to schedule this service and review any additional information needed.
|Do you offer maintenance contracts for your locking systems?
|Yes! Service agreements can be request through us by creating a ticket in the Customer Support Portal or by reaching out to the AMS team via this form. Our team will review the different service agreement options.