Frequently asked questions

Find answers to FAQs on IBM contracts, orders, deliveries, invoices and payments.

How do I view my orders online?
Why should I obtain an IBM User ID and password?
When will my delivery arrive?
What should I do if the package I ordered is lost or damaged?
What if I have a question about my order that isn't answered here?

How do I view my orders online?

Order Status OnLine will display your hardware and software orders in an easy and secure manner, from the time the order has been processed through to delivery. The data provided is regularly updated and will include a link to the carrier delivery notice when available.

You have two options to access the information in Order Status Online:

1. Guest access using a combination of your international account code, enterprise number, company number OR customer number AND the Order number OR your customer reference/purchase order number.

This provides access to select orders only.

2. Registered access using your IBM User ID and password. As a registered user, you can access all your orders and take advantage of additional reporting functionality.

Connecting to your order status is easy, just go to Order Status OnLine.

For further information or assistance, please contact our Customer Support OnLine team at 0800 801 800 (or +64 4 576 5999), Monday thru Friday, 9:00 am - 5:00 pm.

Why should I obtain an IBM User ID and password?

An IBM User ID and password gives you access to our web tools which can help you manage your IBM account. With an IBM User ID and password you can request entitlement to various e-tools such as Order Status OnLine and Invoices On-Line. Learn more about registration and the e-tools available in your country.

Please supply the following information when registering for your IBM ID:

User ID (in e-mail format, e.g. jdoe@nz.ibm.com; this will be checked against IBM records to verify it is not in use by another previously registered user)
Password (8 character minimum)
A security challenge question and answer
Personal information: Country of residence, language preference, first name, last name, email address, daytime telephone number.
Company information: Company name, full street address, suburb, state, post code and country (of the business address).

Accuracy and detail are very important to future online transactions and e-tool entitlement.

Note that failure to provide any of the required fields prevents the user from completing IBM Registration.

As required by local data protection regulations, you will also be required to confirm that IBM may store and use your Personal Information to contact you and to export your Personal Information outside your country of residence.

When will my delivery arrive?

IBM cannot guarantee a delivery time, however if you wish to specify an am or pm delivery please contact your IBM Account Administrator or the Customer Support Team on 0800 801 800 (or +64 4 576 5999) and they will try to meet your request. Please use the Order Status OnLine tool to determine the status of your order. Please see How do I view my orders online? for more information.

What should I do if the package I ordered is lost or damaged?

Please contact your IBM Account Administrator or the Customer Support Team on 0800 801 800 (or +64 4 576 5999) as soon as possible. For damaged goods, please note details on the delivery note for return to IBM.

What if I have a question about my order that isn't answered here?

A Customer Support representative will be happy to assist you with your order inquiries and you can contact them on 0800 801 800 (or +64 4 576 5999), Monday to Friday, 09:00 - 17:00 for assistance. You may also submit a request to My request application (you will need to initially register with IBM to obtain an IBM User ID and password). To allow us to better assist you, please include as much detail as possible.