Frequently Asked Questions
Looking for answers? Explore our most asked questions across all areas of the Liquidline experience.
I’ve added a colleague to ‘My Account’, but they haven’t received their email. What should we do?
Occasionally, emails can be delayed or filtered incorrectly, so make sure to check the spam folder. If your colleague still doesn’t have anything, please ask them to contact [email protected] or call 0800 849 9110. Our team will send them a temporary password along with clear instructions on how to log in and reset it securely.
Can I forward the ‘My Account’ email I received to someone else in the business so they can order?
No, each portal invitation is unique and linked to a single email address, so it can’t be forwarded.
If you’d like to change the Portal Administrator or give someone else ordering access, contact our Customer Service team using the details above. Once updated, the new contact will receive their own welcome email with instructions on how to access My Account.
How do I enable ‘My Account’ access to other employees?
Go to Settings > Contacts > Enable/Disable all contacts or add a new contact.
I have logged in to ‘My Account’, but I cannot access multiple accounts. Why is that?
If you’re only seeing one account, it’s usually because:
- Your email address is currently linked to a single account, or
- A Portal Administrator within your organisation hasn’t yet enabled access to additional accounts.
If you believe you should have access to more than one account, please contact [email protected] or call 0800 849 9110.
How do I update my delivery address?
You can update your delivery address by logging into your account and editing your saved addresses under your profile settings.
What if an item in my subscription is out of stock?
You’ll receive a notification and be given the option to swap the product, delay the shipment, or wait until the item becomes available again.
Is there a discount for subscribing?
No, the primary benefit is convenience. Our subscription service is designed to automate your most frequent purchases, saving you time and keeping your supplies consistent.
Can I add one-time purchases to my subscription order?
Yes. You can add one-time purchases to your cart during checkout, even if you’re processing a subscription order at the same time.
Will I be notified before my subscription order ships?
Yes. We’ll email you before each subscription is processed so you have time to review your items and make any necessary changes.
Is there a minimum order quantity for subscriptions?
No minimums apply. You can subscribe to just one item or multiple; it’s entirely up to your needs.
How do I cancel my subscription?
You can cancel or pause your subscription at any time by logging into your account, navigating to your subscription settings, and selecting the cancel option.
Can I change the frequency of my subscription?
Yes. You can fully control your subscription settings. This includes updating the delivery frequency, skipping a delivery, pausing temporarily, or cancelling altogether, all from the My Account dashboard.