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Ricoh eService

Ricoh eService

Frequently Asked Questions

FAQ

Click on the section of the left to view related frequently asked questions.

  • Consumable Orders

  • Meter Reading

  • My Account

  • Credentials

  • Service Requests

  • Product Registration

  • Quick Search

  • My Products

Consumable Orders

Can I modify the delivery address when ordering for consumables?

The default delivery address for consumables orders is the primary account address we hold for the machine. The delivery address may be changed, only address lines 2 and 3 may be edited and if this is done it will be saved as the new default delivery address for this machine in eService. If you make a change to delivery address, if you then later request an address change for this machine in My Products or during service request entry which is subsequently verified, the delivery address will not be updated.

How do I place a consumable order?

Log into the eService website and click on the 'Submit a Consumable Order' hyperlink on the home page. From here, choose the product you would like to place the order for from the list of registered products and follow the on screen prompts. The order confirmation number will be displayed. Please note that once the order is placed, it is generally not possible to cancel or amend it. 

How do I track my consumable order?

Log in the eService website and click on the 'My Products' hyperlink on the home page. From the 'Select Product' list choose the product for which the consumable order was placed and click on the serial number, then navigate to the 'Consumable Orders' section. Click on the 'Track Order' link against the relevant order number to view the status of the order on the courier’s website. 
 
Please note that tracking is only available once the order has been dispatched.

Meter Reading

How do I submit bulk meter readings using file upload?

If this functionality has been enabled for your country, you also need to be a registered user on the eService website before you are able to upload a bulk meter reading file. To use the bulk meter reading file upload in eService, the option to receive meter reading reminder by email should have been selected for the machine.  Click on the bulk meter reading link in the request/reminder email, or click on the 'Bulk Meter Reading' hyperlink on the home page. Continue to follow the navigation guide and prompts.

How do I read my meter?

You can find out how to read a meter by going to https://kb.gsd.ricoh.com/app/home/region/eu/brand/ricoh/ and selecting a model, then entering 'Meter Readings' in the search box. Please follow the link for 'How to display or print the counter'. If you still experience problems with finding the counters on your machine please contact the local support desk for more information. The Local support desk can be contacted by email using the 'Contact Us' option.

How do I submit a meter reading?

Log in the eService website and click on the 'Meter Reading' hyperlink in the home page. You can select all products by ticking the 'Select' option in the list header, or you can select product by product by highlighting the serial number and ticking the 'Select' tick box for the selected serial number. Then click 'Select Product' and follow the prompts. Continue to follow the navigation guide and prompts.

My Account

How do I change any of my account details and email confirmation preferences?

To change your account details, log in to the eService website and click on the 'My Account' hyperlink at the top of the page. Click on 'Edit My Account' button, update any of the editable details and preferences as required, and then click the 'Update' button.

Is it possible to change the 'Name' and 'Title' details in My Account?

Yes, it is possible to change 'Name' and 'Title' in case of change upon marriage or spelling mistakes. Please do not use this feature for other purposes.

Credentials

Why can't I log in?

If either your user ID or password are entered incorrectly you will be unable to log onto the eService website. Please note that the password is case sensitive.

How do I change my password?

To change your password, log in the eService website and click on the 'My Account' button. Next, click on the 'Change Password' link. Here, you should enter both your current and new password and click 'Update'. You will then see a confirmation screen confirming that the password has been changed successfully.

What should I do if I forget my password?

If you have forgotten your password, click on the 'Forgot Password' hyperlink on the eService public home page. Enter your user ID and then answer 2 security questions. 
 
If the security questions are answered correctly, a new password will be emailed to the registered email address.
 
After logging in, you can change your the password under 'My Account'.

What should I do if I forget my user ID?

If you have forgotten your user ID, click on the 'Forgot User ID' hyperlink on the eService public home page. You will be asked to enter your First Name, Last Name and the email address that you registered with.
 
If these details are answered correctly, your user ID will be emailed to the registered email address.

Service Requests

How do I cancel a service request?

To cancel a service request please call our local Support Helpline on the appropriate number below:
Ricoh Austria: +43 (0) 5 74 264 6000
Ricoh Belgium: +32 (0)2 5582600
Ricoh Denmark: +45 43666940
Ricoh Finland: 0203 83888
Ricoh France: 0 892 012012 
Ricoh Germany: +49 (0) 511 6742 4000 
Ricoh Hungary: +36 23 806 800
Ricoh Ireland: 1890202900
Ricoh Italy: 848000994 - 8
Ricoh Luxembourg: 335887
Ricoh Netherlands: +31 (0)73 645 1333
Ricoh Norway: +47 22587800
Ricoh Poland: 801 399 007
Ricoh Portugal: 808203002
Ricoh South Africa: 27117235444
Ricoh Spain: 902.700.000
Ricoh Sweden: 020-734734
Ricoh Switzerland: 0844 802 002
Ricoh United Kingdom: 0330 123 0311
Ricoh Turkey: +90 212 370 96 00

Can I modify the service address during a service request creation?

It is possible to amend the service address when you are creating a service request. 
You can choose whether this change is permanent or temporary and only used for this service request.
If you mark the address change as permanent, the address will be used for this service request and the change will be notified to Ricoh. Permanent address change requests will need to be validated by Ricoh.
Only when this has been done will the installation address displayed as the default service request address in eService be updated permanently. If there are other devices assigned at this account / location, the address will change for all of them.

How do I place a service request?

Log into the eService website and click on the 'Service Request' hyperlink in the home page. From here, choose the product you would like to place the service request for from the list of registered products, and follow the screen prompts. During this phase, you can try to solve the problem by using the 'Knowledge Base' hyperlink.

Can I update a Service Request once I have submitted it?

Yes, it is possible to update an open Service Request if an engineer has not already been dispatched. 
 
If you try to open a new Service Request where there is already another open Service Request, a message will appear with the existing Service Request number displayed as a hyperlink.
 
Click on the hyperlink. If it is possible to update the existing Service Request, you will see the 'Update' button that will allow you to add more text. A notification will be sent to Ricoh containing your update.

How do I track my service request?

Log into the eService website and click on the 'My Products' hyperlink on the homepage. From the 'Select Product' list choose the product for which the service request was placed and click on the serial number, then navigate to the 'Service Requests' section.
 
If you drill down on the required service request, you will see any activities which have been generated for the service request, and the current status e.g. for a Field Repair you may see statuses including:
'To Be Scheduled' - The request has been recorded and to be allocated to an engineer
'Dispatched' - Engineer is allocated  
'Travel' - Engineer is on the way
'On site' - Engineer is on the site

Product Registration

How do I register multiple products at the same location?

You can register additional machines at the same location by registering one product and following the prompts to register other machines located on the same site, which may not be registered to you yet. By default, all identified serial numbers will be selected, although you can uncheck the products that you don’t want to register yet.
 
By default, the assigned backup email address and meter reading reminder preferences will be the same as the first machine you register. You may edit the backup email address, meter reading reminder preference and friendly name for a machine in this list, or alternatively, you can edit them later in "My Products". 
 
Registrations for multiple products at the same location will go through our approval process and will generally be registered to your eService account within 2 working days.

What is the purpose of the 'Friendly Name'?

When registering a product you have the option to give your product a 'Friendly Name'. This can be any name of your choice and will enable you to easily identify your product e.g. Ground Floor Colour.

How do I register additional products?

You will need to know both the Serial Number of the product and the Postal Code of where the product is located.  
The Serial Number is located on a sticker on the front of machine.
 
When logged in, click on the 'Register a new machine' hyperlink on the main eService web page, and follow the prompts. If either the serial number or postal code are entered incorrectly or any message is displayed, you will be unable to continue and will be asked to contact the local support desk for more information via the most appropriate method.

How do I register multiple products?

If you have 10 or more products to register on the eService website, please send an email to the support desk of your country, and include the User Id (login name) to which the products are to be registered and either the account number or a list of serial numbers. Support desk emails are mentioned below:  
Ricoh Austria: kundendienst@ricoh.at
Ricoh Belgium: eservices@ricoh.be
Ricoh Denmark: order@ricoh.dk
Ricoh Finland: service@ricoh.fi
Ricoh France: demande.internet@ricoh.fr
Ricoh Germany: eService@service.ricoh.de
Ricoh Hungary: szerviz@ricoh.hu
Ricoh Ireland: eservice@ricoh.ie
Ricoh Italy: supporto.eservice@ricoh.it
Ricoh Luxembourg: support@ricoh.lu
Ricoh Netherlands: customer.control@ricoh.nl
Ricoh Norway: kundesenter@ricoh.no
Ricoh Poland: service@ricoh.pl
Ricoh Portugal: eservice@ricoh.pt
Ricoh South Africa: eservice@ricoh.co.za
Ricoh Spain: cac@ricoh.es
Ricoh Sweden: kundservice@ricoh.se
Ricoh Switzerland: servicedesk_eservice@ricoh.ch
Ricoh United Kingdom: eservice@ricoh.co.uk
Ricoh Turkey: servis@ricoh.com.tr

Quick Search

How do I use quick search?

The "Quick Search" option can only be used in the home page when you are logged in to the application. You can search using three items:
 
  1. Serial number: Please enter a complete product serial number and click "Go". The serial number must already be registered to your account in eService. You will then be directed to the "My Products" page for this serial number. From "My Products" you can view historical service requests, consumable orders, meter readings and also create a new service request, consumable order, or enter readings for the selected serial number.
  2. Service Request: Please select "Service Request" in the drop down menu, enter a complete service request number and click "Go". You can only search on service requests for serial numbers already registered to your account in eService. Details of the service request will then be displayed, enabling you to create a new service request.
  3. Consumable Order: Please select "Consumable order" in the drop down menu, enter a complete consumable order number and click "Go". You can only search on consumable orders for serial numbers already registered to your account in eService. Details of the consumable order will then be displayed to you, enabling you to create a new order.

My Products

How do I remove / delete a machine which is registered to me?

You can de-register one or more machines from your profile by using Delete Product(s) and selecting those you wish to delete. The machine and history related to it will no longer show against your profile, and you will no longer receive meter reading reminders for it. Deletion does not imply deletion of the machine from any contract or billing. 
 
To de-register a machine, please click into the tick box against the machine you wish to de-register. You may select all machines visible on the current page, but please note that if you have more than 10 machines registered to you and wish to de-register machines on other pages, you will need to navigate to the appropriate page(s) and select the required machines on those pages.

How can I change the address for a machine?

 
It is possible to request amendment of the address at which the machine is located. You will be requested to provide a reason for the change, and on receipt of this request, Ricoh will need to verify the change. Only when this has been done will the address in eService be updated permanently. If there are other devices assigned at this account / location, the address will change for all of them.