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Website FAQs
Creating an account is easy! Click Sign-In, then the Create Account button OR click the Create a Web Account link found under the Customer Service heading in the footer. Either method will take you to a page that will walk you through the steps required to open a First Supply customer account and/or a First Supply web account.
Your Quick Dashboard gives you a fast way to access and reference account information. You can select a fulfillment method (Delivery or Pick Up), view saved lists, check on open orders and access invoice information. The linked headings that make up your Quick Dashboard display under the main navigation bar when you are signed into your account.
Click Sign In, then the ‘Forgot Password?’ link under the Password box. After clicking the link, enter your username and the email address attached to your account. This will trigger an email that will allow you to set a new password for your account.
For security, the system will impose a temporary lockout after multiple (unsuccessful) sign-in attempts. If you see an Account Locked message, please wait 5 minutes before trying to sign in again.
Navigate to My Account and locate the User Profile tile. You can edit information saved in your profile including your email address. NOTE: If you need to change your name, please contact your local First Supply branch.
Update! We introduced Partial Search on April 20, 2022. You can now search with partial matches in the Order # and PO # fields. Example: you can now search for 123456, instead of 123456-01.
If you don’t get the results you were expecting, adjust your search terms. Be sure to use full words vs. abbreviations (copper vs. cop) and modify spacing between measurements (If 18x8 didn’t work, try 18 x 8). When searching for sizes, use measurement abbreviations instead of a special character (for example: try 1 in instead of 1").
Find the Filter menu on the left side of the page and click the appropriate filter boxes to narrow your results.
For example: 1-1/2 PVC Elbow delivers too many results, so instead it’s better to search PVC Elbow and use the left nav menu to filter the results (nominal size = 1-1/2).
Our inventory icons give you a fast way to see if something is in stock before you order!
Means that this product is In Stock at your branch.
Means that this product is Out of Stock at your branch, but you can click the View Availability link to check for stock at other branches.
Contact your First Supply sales rep or local branch to request a quote. Note: for quotes to be visible in My Quotes, the order writer has to check a box to make it visible on FirstSupply.com.
You have 30 days to convert a quote. The exact expiration date is listed on the Quote Detail page.
To convert a quote into an order, click a linked Quote # in My Quotes.
Next click the Convert Quote to Order button.
In the pop-up menu that appears, you can select delivery by Standard Ground or First Supply Truck, choose a Delivery Date, change the PO Number, add Order Comments, and select Delivery or Pick Up as your fulfillment method. When you’re ready, click the Place Order button to submit your order.
Yes, after you click the Convert Quote to Order button, you’ll see a Convert Quote pop-up menu. Click the drop-down menu under the Select Service heading to choose Standard Ground, or First Supply Truck.
Yes, after you click the Convert Quote to Order button, you’ll see a Convert Quote pop-up menu. Click the calendar icon under the Request Date (optional) heading. From here, you can select a preferred delivery date up to 30 days out – just be aware that circumstances may not allow that request to be honored.
Yes, after you click the Convert Quote to Order button, you’ll see a Convert Quote pop-up menu. Under the Fulfillment Method heading, click the radio button in front of the delivery method you want. Note: You can’t change the Delivery address or Pick Up location at this stage.
Converting a quote turns it into an order. You’ll receive an Order Confirmation email after you convert a quote. Additionally, the quote you converted will no longer appear under My Quotes but will be visible in your Order History.
No. A promo code can only be used when placing a sales order online.
No. If you require changes to a quote, you must work with the order writer. The order writer can make changes and resubmit the revised quote to your online account.
Quotes are updated in our system every 15 minutes.
No, the entire quote must be converted.
Every quote can only be converted once. You will not be able to reorder a quote from the Order Details page.
Converted quotes will no longer appear under My Quotes but will be visible in your Order History as an order. Remember, each quote can only be converted once.
No, expired quotes will no longer appear in My Quotes.
You can have multiple quotes pending at the same time. All your pending quotes will be visible in My Account under the My Quotes heading.
Yes. Your order writer can reactivate a quote.
Order Pick Up: Choose Pick Up Instead of Delivery
Want to pick your order up instead of having it delivered? Your account will default to the DELIVERY option, but you can easily select PICK UP. This can be done using one of two methods.
1| When you sign into your account, you will be offered two Fulfillment Method options. The selection circle next to the Delivery option is filled by default. If you want to pick your order up, click the selection circle next to the Pick Up option.
2| If you didn’t select Pick Up when you first signed in, it’s still easy to choose that option. At the top of the page (under the search bar), you’ll see a heading that says DELIVERY METHOD by default.
To change that option, click the blue address link. This will trigger a pop-up box allowing you to click the selection circle in front of the word Pick Up.
When you click Pick Up, a First Supply location will appear. If that address works, you can click the X to close the pop-up box, or click the word Change to select from a list of First Supply locations.
Order Delivery: Choose First Supply Truck or Standard Ground
During checkout, on the Payment page you can select your Shipping Service. Your choices are: First Supply Truck or Standard Ground.
No, you cannot place an order without a web account. You need a web account to see prices, check inventory and to place items in your cart.
In the dropdown under Shipping Address, select the option for Ship to One-Time Address. At this point you can enter the information required to continue. To add an email address to your account for future orders, please contact your local First Supply branch.
In the dropdown under Shipping Address, select the option for Ship to One-Time Address. At this point you can enter the information required to continue. To add a valid phone number to your account for future orders, please contact your local First Supply branch.
Shipping charges are not calculated until your order has been shipped and invoiced.
Navigate to My Account and locate Order History within the Orders tile. Order History will show the status of each of your orders.
You can see the delivery status of orders shipped by First Supply truck after April 18, 2022. To find this information, click on an order in Order History. Then, scroll to the bottom of the Orders Details page.
You can cancel an order online if it is in the Entered or Ordered stage. If it is beyond that stage, please call your local First Supply branch to cancel.
If an order has a status of Shipped, Invoiced or Paid, clicking into the Order Details page will show a Request for Return button. Click the Request for Return button and follow the steps provided to initiate a return.
First Supply offers Payment Terms to qualified customers. As of 5/01/2023 you can pay invoices through Billtrust® with ACH payment. Credit cards aren’t accepted at this time.
Visit this link to Request a First Supply Customer Account.
The Billtrust Portal gives you access to your invoices and payment history 24/7. Billtrust is a separate service that isn’t managed by the First Supply eCommerce team.
Feel free to reach out to if you ever need assistance.
You will log in with your previously existing Billtrust credentials.
Your User Name and Password are unique to Billtrust and are (most likely) not the same as the ones you use for FirstSupply.com.
If you upgraded from an earlier version of Online Billing, your User Name will be your Account Number. After signing in the first time, you will be prompted to select a new User Name.
Visit the Billtrust Portal page and click the ‘Forgot Your Password?’ link next to the Sign In button.
Click the Sign Up Now button on the Billtrust Portal page. You’ll need an enrollment token from the bottom of an existing First Supply invoice to proceed.
As of 5/1/23, you can pay your bill online through Billtrust® with ACH payment. You can also view invoices and see your payment history.
ACH payment is set up in Billtrust. When you sign into your Billtrust account, you will have the ability to enter your ACH information and manage your ACH payments.
After you authorize an ACH payment transfer in Billtrust®, agreed-upon funds will be pulled from your bank account electronically. NOTE: like paper checks, ACH payments can’t go through unless the funds are available.
No. The option to set up Auto Pay is not available currently.
No. The option to Short Pay / Over Pay is not available currently.
Yes. Information is exchanged between First Supply’s billing system and Billtrust® once a day, so there may be a slight delay in seeing open balance, and invoice updates due to timing.
You can select specific invoices to pay.
Discounts will be available based on your existing First Supply payment terms.
Yes, you can view a summary page that includes documents with positive and negative remaining balances. Documents with no open balance are not included in the summary.
Yes, Billtrust uses the industry standard PDF format to store and display billing documents, which makes it very easy to print or save your bills to your computer. Get Acrobat Reader.
Yes, you can set custom date range filters by clicking on the dropdown arrow next to the date column that you want to filter by. Select from a predefined list of days or define your own custom range to filter your bills.
Yes, click on the dropdown arrow next to the column you want to search, then enter in your search criteria to filter your view.
Once you are signed into your FirstSupply.com web account, use the quick dashboard to access Billtrust®.
You can select Ship to One-Time Address during Checkout. If you need a ship-to added to your account, please call your local First Supply branch.
Shipments can be sent to any Billing & Shipping address that is saved to your account. If you have multiple addresses saved, you’ll be able to choose one during Checkout. If you need an additional address saved to your account, please contact your local First Supply branch. To add a temporary shipping address click Ship to One-Time Address under the Shipping Information dropdown during Checkout.
Tracking information for orders shipped by Standard Ground (UPS or FedEx) will be included in your Order History (if provided). To receive tracking information for orders shipped by First Supply Truck, please call your local First Supply branch for order tracking information
NOTE:Tracking information will only be available for orders shipped by UPS or FedEx on or after August 1, 2023.
Tax charges will appear on your order confirmation. Shipping charges are not calculated until your order has been shipped and invoiced.
Order Pick Up: Choose Pick Up Instead of Delivery
Want to pick your order up instead of having it delivered? Your account will default to the DELIVERY option, but you can easily select PICK UP. This can be done using one of two methods.
1| When you sign into your account, you will be offered two Fulfillment Method options. The selection circle next to the Delivery option is filled by default. If you want to pick your order up, click the selection circle next to the Pick Up option.
2| If you didn’t select Pick Up when you first signed in, it’s still easy to choose that option. At the top of the page (under the search bar), you’ll see a heading that says DELIVERY METHOD by default.
To change that option, click the blue address link. This will trigger a pop-up box allowing you to click the selection circle in front of the word Pick Up.
When you click Pick Up, a First Supply location will appear. If that address works, you can click the X to close the pop-up box, or click the word Change to select from a list of First Supply locations.
Order Delivery: Choose First Supply Truck or Standard Ground
During checkout, on the Payment page you can select your Shipping Service. Your choices are: First Supply Truck or Standard Ground.
You can search by Item #, Manufacturer #, UPC or keywords that describe the item in the search bar. Another way to find products is by using the Shop Product or Shop Brands dropdown in the navigation bar at the top of the website. When you click on a category or brand name, you can drill down until you reach the level you want, allowing you to shop for and choose products.
Edge, Chrome, Safari, and Firefox are fully supported and will provide the best user experience.
Note: Internet Explorer (IE) has been retired and is no longer supported. If any site you visit needs Internet Explorer, you can reload it with IE mode in Microsoft Edge. Select ‘Continue’ to get started with Microsoft Edge, the fast and secure browser built for Windows..
Yes, your orders are accessible from any supported device you sign into. Supported devices include tablets, laptops, desktop computers and smart phones.
The best way to email your cart is to save it as a list by clicking Add All to List. After your items have been converted to a list, navigate to My Account and locate the My Lists tile. Click the appropriate list and Email.
Yes, you can export any list and save it as a spreadsheet. Just open the list you want to save and click the Export button to download a csv file. You can also visit our Product List Library to see pre-compiled Lists that you can save and use as your own. Just click on a category to see the Lists available under that heading, then choose a List and click the Save List button to rename it and add it to your own List Library.
Yes! If you're signed in, look for the “Chat with us” box on the bottom left side of your screen. To start a chat in the First Supply App, Click on Shop then click the Chat icon. Questions that come in during off hours are emailed to the team to be answered.
Download the app via the App Store (Apple) or Google Play for FREE.
Your Username for the First Supply mobile app will be the same as the Username you use to sign into your FirstSupply.com web account. Your password will be the same, too. If you don’t remember your password, go to the Sign In page, click Forgot Password, and enter your Username to receive a password reset email. If you don’t remember your username, email [email protected].
Enabling Auto Updates will keep your First Supply app updated without requiring you to check for or install updates manually. Follow these steps to enable Auto Updates:
Enable Auto Updates on an Apple device:
- Click the Settings icon.
- Find and open the App Store tile.
- Move the slider next to Updates to the green position.
Enable Auto Updates on an Android device:
- Open Google Play Store.
- Touch the hamburger icon in the top-left, swipe up and choose Settings.
- Under General, tap Auto-update apps.
- If you want updates over Wi-Fi only, choose Auto-update apps over Wi-Fi only.
To log out of the First Supply mobile app, tap the word Menu (iPhone) or the Menu Icon (Android) in the upper left corner of the main tile page. Then, click the red Logout button.
Yes. The First Supply mobile app gives you access to barcode scanning with optional auto-scan, company notifications, in-app calling to First Supply locations, encrypted security, optimized display, and streamlined ordering .
Yes, for controlled scanning, the First Supply mobile app lets you turn off the Auto Scan feature. In the Scan tile, just tap the yellow Auto Scan button in the bottom left corner. Once you turn it off, you’ll see a shutter-release/photo button below the view finder. Scan a specific QR label by lining it up in the viewfinder – when you see a red line appear around the QR code (or moving across a barcode), press the photo button to scan.
Yes, from the Locations tile, you can select a branch, tap the phone number, and select Call without ever leaving the app.
We recommend turning on your notifications to receive important messages and announcements from the First Supply mobile app. Here’s how to on notifications:
Turn on notifications for Apple users:
- From your phone, go to Settings > Notifications.
- Select the First Supply app.
- Then, Allow Notifications.
Turn on notifications for Android users:
- In the app, go to Menu > Profile page.
- Select In-App Notifications checkbox.
Yes, in the First Supply mobile app, you can change from Delivery to Pick Up at any time. Just go to Shop tile and hit the ‘drop’ shaped icon in the upper right corner. You can also change this option during checkout.
Yes. To access you Order History in the First Supply mobile app, just click on the Order History tile on the home screen.
Yes. To find your Lists in the First Supply mobile app, just click on the Lists tile on the home screen.