Frequently Asked Questions

We’ve upgraded our platform to provide a faster, more reliable, and easier-to-use ordering experience.

The new portal improves performance, order visibility, and multi-user account management while maintaining the same commercial arrangements you already have with us.

• A new login experience
• Improved order tracking and history
• Enhanced user experience and reliability
• Faster checkout and reordering

• Your pricing and product access
• Your delivery arrangements
• Your account relationship and support contacts

For existing customers - No.

Your company account has already been migrated. You only need to generate a OTP (One Time Password) to access it. This will be generated when you go to login with your email. The OTP will be sent to your email address.

For new customers - Yes

Please register for a trading account (NB. We do not sell direct to the public you will need a trading account to be able to order from isalbi.com.au)

For security reasons, passwords cannot be migrated between platforms. Using a One Time Password linked to your email ensures your account remains secure.

1. Go to the Login page
2. Log-in
3. Enter your email address
4. A one time passcode will be sent to your email address.
5. Enter your one time passcode into the the prompt on the site

You will automatically be linked to your company account once logged in.

This usually means:

• You logged in with a different email address, or
• Your user role has not yet been linked correctly

Please contact support and we will resolve this quickly.

Did you type in your email correctly? Your email address may not be linked to your account, please contact our support team

A company account allows multiple users to order under the same business, with shared pricing, order history, and delivery details.

Depending on your setup, roles may include:

• Buyer – place orders for approval by the Admin.
• Admin – manage users and settings, approves orders places by buyers

Your role determines what actions you can perform.

Yes.

Company Admins can request changes to users, roles, or access levels via support.

No.

Your contracted or agreed pricing remains exactly the same.

Some products may be restricted based on:

• Your company’s catalog
• Your role permissions

If something looks incorrect, please contact support.

In addition to the price of goods, you will also need to pay the listed delivery charge (if any) for your selected delivery option. Any applicable delivery charges will appear in your shopping cart. Delivery charges may vary depending on the quantity of the goods ordered, and the address to where the goods are going.

If you received a faulty item or there was an issue with your delivery, please let us know by lodging a Claim from the My Account dashboard. Please provide as much information as you can to minimise the processing time.

After logging in:

• Go to My Profile >Account Hub >Open Orders

Tip; You can also view current and recent orders placed in My Profile and Orders and re-order quickly past orders from this screen

Some orders older then 12 months may not appear immediately in your account.

They are still retained and can be provided by our support team on request.

You can locate your invoices under My Account. However, if you still wish to receive a hard copy, please contact us here and we’ll organise this for you with each delivery.

Yes.

You can reorder from recent orders or create saved product lists in the Wishlist function for faster repeat purchasing.

The core process is the same, but the experience is faster and more streamlined:

• Fewer checkout steps
• Improved bulk ordering
• Enhanced checkout experience

Yes. Prior orders can be re-ordered more easily through your orders page.

Saved wishlists via the Wishlist function in your account hub allow you curate or to quickly reorder frequently purchased items.

Tracking details are available directly in your account or tracking confirmation once an order has shipped.

No.

Delivery partners, timelines, and processes remain the same.

Invoices and order confirmations can be accessed from your account or provided by support if required.

You have two options:

• Use our Resource Hub with step-by-step guides and videos
• Contact our support team directly onlinesupport@isalbi.com.au

For login or account access issues, contact support directly.

Most issues can be resolved within minutes.

Yes.

This upgrade allows us to roll out improvements faster while keeping your ordering experience consistent. There is a feedback app on the website we encourage you to use that for feedback and continued enhancement

Contact B2B Support onlinesupport@isalbi.com.au

Visit the Help Centre