Managing My Account
FAQs

1. Can I change the email address I sign in with?

Unfortunately, you're unable to change the email address you have registered with. If you forget your account email address you can either contact us via Live Chat or call our customer service team on 0800 111 333 and they will be happy to help.

2. How do I change my password?

Your password can be changed in your account profile once you've logged in.

To do this select the 'My Account' icon, then go to 'My Account Profile', then select 'Contact Information' and click the 'Change Password' button.

3. I've forgotten my password

If you have forgotten your password, you can use the 'forgotten your password' link in the 'Sign In/Register' screen to reset your password. You will receive an email allowing you to reset your password for your registered email address.

Alternatively, click here to reset your password.

4. Are my contact details updated in your offline customer service system/records?

If you are an existing BOC account customer you will not be able to update your delivery address details online, you will be able to send a request to our customer service team by using Live Chat or the email enquiry form, available in the 'Delivery Information' section of 'My Account Profile' or from the first step of checkout.

5. How do I change or update my contact details?

Your contact details can be changed in your account profile once you've logged in. To do this select the 'My Account' icon, then go to 'My Account Profile', and select 'Contact Information'. You will then need to select 'Edit contact details'.

Alternatively click here to go to your account profile.

6. How do I subscribe/unsubscribe from BOC newsletters and marketing promotions?

To receive the latest news and information about BOC products, services, promotions and events complete the online request form. You will have the option to opt-out of receiving newsletters and marketing promotions at any time either through the email you receive or by editing your communication preferences. To do this go to My Account Profile and click Marketing Profile.

7. How can I close my account?

Your account cannot be closed until all cylinders have been returned to BOC. Please call our customer service team on 0800 111 333 to make arrangements for an account closure and full cylinder collection.

8. What is the balance of my account?

Your account balance can be viewed in your account profile once you've logged in. To do this select the 'My Account' icon and select 'Balance and Statements'.

9. Why is my account blocked from ordering?

Your account could be blocked from ordering for several reasons:

If you have exceeded your credit limit.

If during checkout your order total takes you over your credit limit.

Please contact the customer services team via Live Chat or call 0800 111 333 and they will be happy to help.

10. My account has been locked, what should I do?

Your access to the BOC Shop will be automatically locked if you exceed 10 failed attempts when entering your log in details. If you are locked out, you will need to contact our customer service team via Live Chat or call 0800 111 333 and they will be happy to help.

11. How do I change my access rights for my online account?

Please contact customer services via Live Chat or call 0800 111 333 and they will be able to discuss permissions for the account.

Questions About Downloading Documents

1. How do I read my invoice?

For an example invoice download the PDF file understanding your BOC invoice

The layout is as follows:
- top left shows name and contact details
- top right gives invoice number and the type of invoice - i.e. an invoice, credit note or facility charge
- main invoice indicates sales, rental and VAT charges

Sales heading
Under this heading you will see the following:
- advice note stating the date and branch of supply and the delivery number
- purchase number and/or the name of the person placing the order
- your location, account number and address for where the items were delivered
- list of products purchased
- fixed charge. Either a delivery charge or a transaction charge if the cylinder is collected at a retail outlet
- total charge for sales

Rental heading
Under this heading you will see the following:
- your account number and address for where the cylinders are held
- type of gas, cylinder size and number of cylinders rented
- charge/months
- total charge for rental
- bottom left. Overall total

2. How do I download an invoice?

Click on 'My Account', then click on 'View & Pay Invoices'. You can search for a particular invoice in the 'Search by reference number' box. Or you can filter your search results by payer and invoice account, payment status, as well as by date.

Once you have found the invoice you wish to download, click on the 'Show documents' link. A popup will appear to show you details of that document. Click on the Download link for the document you wish to view.

You can also sign up to receive your invoices direct to your inbox here.

3. How do I download a statement?

Click on 'My Account', then click on 'Account Balance & Statements'. Your statements for the last 12 months will be showing at the bottom of the section. Click on the 'Download' button to download the relevant statement.

4. How do I download an order reference?

Click on 'My Account' in the top navigation, then click on 'Orders & Deliveries'. You can search for a particular 'BOC Order Ref' in the 'Search by' box. Or you can filter your search results by account, status, category, as well as by date. Once you have found the Order, click the 'Show documents' link. A popup window will appear to show you details of that document. Click on the 'Download' link and that document will open for you.

5. How do I download a Proof of Delivery (POD)?

Click on 'My Account' in the top navigation, then click on 'Orders & Deliveries'. You can search for a particular 'Your ref / PO' in the 'Search by' box. Or you can filter your search results by account, status, category, as well as by date. Once you have found the POD you wish to download, click on the 'Show documents' link. A popup will appear to show you details of that document. Click on the 'Download' link and that document will open for you.

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