Managing Your Bookvault Account: Credits, Payments and Settings Made Simple"
CONTENTS
How do I raise a customer support ticket?
How do I request a copy of an invoice?
How do I update my contact information?
I am a registered business, can I set up an account to pay by invoice?
I don't have a VAT number, but in progress of getting one - can I still sign up to Bookvault as a business account?
How do I change my password?
If you need to change your password, start on the Bookvault login screen (linked here). You will see an option for ‘Forgot password?’. Click this link, enter your registered email address, and then select ‘Reset Password’.
An email will be sent to your registered email address (if an account has been created). The email contains a link that will guide you to a page where you can set up a new password.
If you haven’t received the email:
- First, check your spam/junk folder.
- If the email still hasn’t arrived, please contact us at customers@bookvault.app, and our team will assist you further.
How do I change my email?
It is not currently possible to change your email directly through the Bookvault portal. To update your registered email address, you will need to contact our customer support team.
You can request this change by either:
- Emailing us at customers@bookvault.app
- Submitting a support ticket via the ‘Support’ page when logged into your Bookvault portal.
Our team will process the request and assist you in updating your account details.
How do I raise a customer support ticket?
If you need to raise a customer support ticket, you can do so using one of the following methods:
-
Through the Bookvault Dashboard:
- Log into your Bookvault account.
- On the left-hand menu, select ‘Support’.
- Click ‘Raise a Ticket’ located at the top-right of the header menu.
-
Through the Help Centre:
- Go to the Help Centre and select ‘Go to Customer Portal’ in the top-right corner.
- From there, click ‘Raise a Ticket’ at the top-right of the header menu.
You will then be directed to a form where you can provide details about the issue you are facing. Please ensure you use the email address associated with your Bookvault account so that the ticket is correctly attributed to your account.
Before raising a ticket, it’s worth checking the Help Centre for answers to your query, as it’s often the quickest way to resolve an issue.
Once your ticket is submitted, you will receive an email confirmation acknowledging receipt and our expected timescales for response. Your ticket will appear within your support portal for tracking.
How do I request a copy of an invoice?
You can easily view and download copies of your invoices directly from the Bookvault online portal.
- Log into your Bookvault account.
- Navigate to the ‘Payments’ page using the left-hand menu.
- At the top of the Payments page, you’ll see two options: ‘View Invoices’ and ‘View Credits’.
- Click on ‘View Invoices’.
From this page, you’ll be able to view any invoice and download a copy as needed.
How do I update my contact information?
To update your contact information, navigate to the ‘Profile’ page within your Bookvault account. You can find this option on the left-hand navigation pane after logging in.
On the Profile page, you can edit and update all your contact details except for your email address and password. If you need to change these, please refer to the relevant articles for instructions on how to update your email or reset your password.
How to add a payment card
To add a payment card in your Bookvault portal, follow these steps:
- Log in to your Bookvault account.
- Navigate to the ‘Payments’ page on the left-hand menu.
On the Payments page, you can manage all aspects of your account’s financial activity. Here, you can view your spending history to keep track of transactions, check your available funds, and make top-ups to ensure smooth processing of your orders. You’ll also have the option to add or update a Saved Payment Method, which allows for automatic payment of any orders placed through Bookvault.
Bookvault processes orders in different currencies depending on the region:
- Orders placed through Bookvault UK are charged in GBP (£).
- Orders placed through Bookvault US are charged in USD ($).
You can add either the same payment card for both currencies or use two separate cards to manage GBP and USD transactions more easily.
I am a registered business, can I set up an account to pay by invoice?
Yes, we offer a 30-day payment term from the point of invoicing for registered businesses. To set up this option, you will need to complete our credit application form (linked here) and submit it to our customer support team at customers@bookvault.app.
Once we receive your application, we will perform a credit check on your account. If approved, we will issue a credit limit that allows you to place orders up to the approved value.
Please note:
- This payment option is only available for orders printed from our UK facility.
- Once your credit limit is reached, any additional orders will need to be paid upfront until the balance is cleared.
I don't have a VAT number, but in progress of getting one - can I still sign up to Bookvault as a business account?
Yes, you can still sign up for a business account even if you don’t have a VAT number yet. This applies both to businesses outside the UK and those within the UK that are not yet VAT registered.
When prompted to provide a VAT number during the sign-up process, simply enter ‘000000’ as a placeholder. Once you have your VAT number, you can update this information by contacting our customer support team at customers@bookvault.app.
I want to close my account
We’re sorry to hear you’re considering closing your account, but we’re here to help. If you’d like to proceed, please email us at customers@bookvault.app to request account closure.
Upon your request, we can:
- Remove all your files from our system.
- Close your account fully.
- If you’ve been using our system to sell your book, we will also take down all listings to ensure your book can no longer be sold or fulfilled by Bookvault.
If there’s anything we can do to address your concerns or assist further, please don’t hesitate to reach out.