Portal Frequently Asked Questions

Go to the “My Invoices” section and click on “See Details.” In the right-hand section, you will find all the documents related to your invoice.

Once logged into your portal, you can add products to your cart in two ways:

• In the search bar at the top right of the screen, by entering the product name or code.
• In the “Products and Systems” menu, by selecting the desired category and narrowing the results using the filters in the left-hand menu.

Then go to your cart in the top right-hand corner and check that all desired items and quantities are entered. Click on “Order” and enter your delivery information. You can choose to have your order delivered to a specific address (such as a construction site or your warehouse) or to pick it up from a SOPREMA service point.

You will receive an order request confirmation by email. Your request will be processed within a maximum of 48 business hours by our Customer Service team.

Once you have placed your order, you must contact your Customer Service Representative to make any kind of change, whether it involves the date, location, time or product.

If you have not yet confirmed your order, delete the item(s) of your choice from your cart or click on “Cancel.”

If the order has already been confirmed by SOPREMA, contact your Customer Service Representative, whose contact information is available at the bottom of your dashboard or in the “My Profile” section.

Yes. Simply enter the address when placing your order. This location can also be added to your address book for future use.

Certain products can be ordered by the pallet. On the product page, you’ll find an “Add to Cart” button and a field to enter the desired quantities. You will also see a small calculator icon with a designated field to enter quantities. If the desired product cannot be added to your cart by pallet, contact Customer Service to request equivalent quantities.

Your local Customer Service contact information is available on your dashboard or in the “My Profile” section.

For an overview of your past and current orders, go to the “My Documents” section in the left-hand menu of your portal and click on “My Orders.”

You’ll find a complete history of all your orders, as well as order details by clicking on “See Details.”

Find your orders quickly by using the search bar and filters (Web reference, order number or PO number), or by sorting them by date.

It is simply the number generated by the portal when you place an online order.

If the item is still in the cart, simply delete it by clicking on the trashcan icon.

If the order has already been placed, please contact our Customer Service team. Their contact information is available at the bottom of your dashboard or in the “My Profile” section.

It is quick and easy to find technical information about ordered products directly in the order details.

Select the “Products” tab and use the “Documents.zip” link. The download will start automatically. To download all technical documents for items from a single order, click on the black “Technical Documents” button.

For any other technical information, please contact your representative.

This option is not currently available in the portal.

Yes, multiple employees from the same company can be granted access to the portal. However, each user must have a unique email address. If you need additional access, please contact your representative.

To remove a user from your company account, please contact customer service.

Their contact information is available at the bottom of your dashboard or in the “My profile” section.

You can change your password in two ways:

1. On the login page – Click on “Forgot Password?” You will then receive an email with a link to reset your password if an account is associated with the email entered. Note that this link is valid for 7 days.
2. If you are logged into your customer portal – Go to the “My Profile” section. At the top of the page, you will see the option “Change My Password.”

Yes, when completing your online order, select the “Pickup from a SOPREMA Service Point” delivery method.

Once your order has been processed, Customer Service will contact you to confirm the order, pickup date, location, and time. You will then receive your truck number to proceed with the pickup.