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Frequently Asked Questions


Frequently Asked Questions: The Frequently Asked Questions page provides answers for the most commonly posted inquiries about www.ingrammicro.ca. Whether our customers are trying to find specific information or are looking for assistance, we have the answers to help you get there.

For more information about Ingram Micro Inc. select Ingram Micro Inc.

Please choose the appropriate section or question below:

Gaining Access to www.ingrammicro.ca (Site Authorization)

Ingram Micro Customers Only (Dealer / Reseller information)

Not an Ingram Micro Customer (End user request for product information or Dealer / Reseller information)

Potential Customer / Shareholder (Request for business information)

New Vendor (Proposal to carry or sell products or service)

Gaining Access to www.ingrammicro.ca

Question: Who is eligible to have access to the Ingram Micro Canada Website?

Answer: Access to our site is restricted for use by Ingram Micro reseller partners only. To apply for an account use the Ingram Micro Reseller Application form located on our Join Our Reseller Team page.

Customer ID Administration Services and Support

ID Administration Services (including ID creation, deletion, access level designation and user lists) are intended only for the individual(s) who has/have been specifically authorized to request it. Accordingly, if you are not authorized to make ID administrative requests, please contact your designated company administrator.

Account Administrators

Most access issues can and must be resolved by your Reseller Account’s Administrator - a designated employee from your company, charged to manage user WEB access and resolve user ID lockouts. Other responsibilities include:

  • Obtaining a new WEB ID and Password
  • Removing, adding or changing a WEB ID
  • Unlocking an ID
  • Increasing or decreasing access levels, including purchasing and statement viewing ability

It is advisable that Administrators possess the following qualities:

  • Longstanding senior position within their organisation
  • Sensitivity to protecting their organisation’s intellectual property
  • Familiarity with WEB access levels and their capabilities
  • Awareness of employees joining and leaving the company
  • Understanding of the process for ID requests
  • Understanding of the risk of using shared IDs

Resources available for Account Administrators include:

  • Security checks – User identification and access list management
  • User access list – User lists provided to manage user access and user access levels
  • Access management – ID unlocks, set-up issues, access upgrades and password resets
  • ID requests – Create, delete or change IDs

If you are the designated company administrator and have a been authorized to make and receive ID service requests, please contact Ingram Micro E-Commerce Customer Support at 1 (800) 616-4665 (Monday through Friday, 8 a.m. to 8 p.m. EST).

Question: What is ID Security Lockout?

Answer: Repeated incorrect entry of ID Passwords will permanently lock out the ID from accessing the Ingram Micro Website. Please contact your Account Administrator for further instruction.

For your protection, locked ID will be permanent until your Reseller Account's Administrator contacts Ingram Micro E-Commerce Customer Support at 1 (800) 616-4665 (Monday through Friday, 8 a.m. to 8 p.m. EST).

Ingram Micro reserves the right to restrict, refuse or remove access to all or any of Ingram Micro e-Solutions.

Question: I have not used my account for some time, will I still have access to the Ingram Micro Canada Website?

Answer: Access to our website and to your Ingram Micro account may be denied as a result of the following:

  • You have not made any recent purchases on your Ingram Micro account this year (Minimum $10,000 per annum)
  • Your Ingram Micro account balance is not in good standing (Credit issues)
  • Activity on your Ingram Micro account has been dormant for an extended period of time (Lack of use)

If one or more of the above stipulations describe your account you will likely need to re-apply. Please select Join Our Reseller Team and complete a new application*. New IDs to access the Ingram Micro Canada Website must be authorized through the New Account Application form.

*Please Note: A processing fee will apply - see form for details

If you have made recent purchases and your account balance is in good-standing, please contact the Ingram Micro Sales Team to discuss your account status (Monday through Friday, 8:30 a.m. to 5:00 p.m. EST).

Ingram Micro Sales Team
Ingram Micro (Canada) Inc.
55 Standish Court
Mississauga, Ontario Canada
L5R 4A1
1 800 668-3450 ext. 52100
905 755-5000 ext. 52100
www.ingrammicro.ca

Question: I have not used my account for some time, will I still have access to my Ingram Micro Canada Account?

Answer: Dear Valued Business Partner, please contact Ingram Micro concerning the status of your account. Access to our website and to your Ingram Micro account may be denied as a result of account inactivity. Ingram Micro values the opportunity in re-introducing a partnership with accounts seeking to re-establish activity - Effective June 1, 2002 we have the following conditions:

  • Account re-activation will be provided for an administration fee of $195.00 (plus applicable taxes)
  • Ingram Micro reserves the right to request a new application on case by case basis
  • Account reactivation will entitle you to access the largest offering of IT products and value added services in the Canadian marketplace
  • Access the Ingram Micro Canada Website must be authorized through the New Account Application form.

Please note: Access to our website and to your Ingram Micro account may be denied as a result of the following inactivity:

  • You have not made any recent purchases on your Ingram Micro account this year (Minimum $10,000 per annum)
  • Your Ingram Micro account balance is not in good standing (Credit issues)
  • Activity on your Ingram Micro account has been dormant for an extended period (greater than six months)

If one or more of the above stipulations describe your account you will likely need to re-apply but contact us first. If you believe you need to re-apply, please select Join Our Reseller Team page and complete a new application. A processing fee $195.00 (plus applicable taxes) will apply.

For further information regarding reactivation or if you have made recent purchases and your account balance is in good standing, please contact the Ingram Micro Sales Team to discuss your account status (Monday through Friday, 8:30 a.m. to 5:00 p.m. EST).

Ingram Micro Sales Team
Ingram Micro (Canada) Inc.
55 Standish Court
Mississauga, Ontario Canada
L5R 4A1
1 800 668-3450 ext. 52100
905 755-5000 ext. 52100
www.ingrammicro.ca

Question: I have forgotten or have lost my ID and Password, who can I contact?

Answer: You will require a new password. Please contact your Reseller Account's Administrator

Account Administrators

Most access issues can and must be resolved by your Reseller Account’s Administrator - a designated employee from your company, charged to manage user WEB access and resolve user ID lockouts. Other responsibilities include:

  • Obtaining a new WEB ID and Password
  • Removing, adding or changing a WEB ID
  • Unlocking an ID
  • Increasing or decreasing access levels, including purchasing and statement viewing ability

If you are the designated company administrator and have a been authorized to make and receive ID service requests, please contact Ingram Micro E-Commerce Customer Support at 1 (800) 616-4665 (Monday through Friday, 8 a.m. to 8 p.m. EST).

Ingram Micro reserves the right to restrict, refuse or remove access to all or any of Ingram Micro's e-Solutions.

Ingram Micro Customer (Dealer / Reseller information)

Question: I am an Ingram Micro Canada Reseller and would like to have access to the Ingram Micro Canada website, www.ingrammicro.ca.

Answer: Access to our site is restricted for use by Ingram Micro reseller partners only. To apply for an account use the Ingram Micro Reseller Application form located on our Join Our Reseller Team page.

Ingram Micro Sales Team
Ingram Micro (Canada) Inc.
55 Standish Court
Mississauga, Ontario Canada
L5R 4A1
1 800 668-3450 ext. 52100
905 755-5000 ext. 52100
www.ingrammicro.ca

Customer ID Administration Services and Support

ID Administration Services (including ID creation, deletion, access level designation and user lists) are intended only for the individual(s) who has/have been specifically authorized to request it. Accordingly, if you are not authorized to make ID administrative requests, please contact your designated company administrator.

Account Administrators

Most access issues can and must be resolved by your Reseller Account’s Administrator - a designated employee from your company, charged to manage user WEB access and resolve user ID lockouts. Other responsibilities include:

  • Obtaining a new WEB ID and Password
  • Removing, adding or changing a WEB ID
  • Unlocking an ID
  • Increasing or decreasing access levels, including purchasing and statement viewing ability

It is advisable that Administrators possess the following qualities:

  • Longstanding senior position within their organisation
  • Sensitivity to protecting their organisation’s intellectual property
  • Familiarity with WEB access levels and their capabilities
  • Awareness of employees joining and leaving the company
  • Understanding of the process for ID requests
  • Understanding of the risk of using shared IDs

Resources available for Account Administrators include:

  • Security checks – User identification and access list management
  • User access list – User lists provided to manage user access and user access levels
  • Access management – ID unlocks, set-up issues, access upgrades and password resets
  • ID requests – Create, delete or change IDs

If you are the designated company administrator and have a been authorized to make and receive ID service requests, please contact Ingram Micro E-Commerce Customer Support at 1 (800) 616-4665 (Monday through Friday, 8 a.m. to 8 p.m. EST).


Question: I require technical support for Ingram Micro e-Commerce tools other than www.ingrammicro.ca.

Answer: Technical Assistance for e-Solutions contact: Ingram Micro E-Commerce Customer Support (ECS) at 1 (800) 616-4665 (Monday through Friday, 8 a.m. to 8:00 p.m. EST).


Question: How do I report a problem, make suggestions or provide feedback regarding a function or content on the site?

Answer: Ingram Micro Canada has dedicated team members ready to accept suggestions and address concerns brought to their attention. Our customer’s opinion is important to us, and we would like to hear from you. Contact Ingram Micro E-Commerce Customer Support (ECS) at 1 (800) 616-4665 (Monday through Friday, 8 a.m. to 8:00 p.m. EST).

Question: As a customer of Ingram Micro Canada, how can I receive pre-sale and post-sale technical support on products supplied by Ingram Micro Canada?

Answer: Ingram Micro possesses the largest and best-trained technical support staff in the distribution industry. More than 150 technicians strong, our staff averages more than six years of support experience.

Please reference our Technical Support Services Directory online. Log on to www.ingrammicro.ca using your unique ID and Password and reference menu path: Contact Us > Technical Support. Choose the Technical Support Services Menu (PDF) for the appropriate Technician or support group. Please have your account number ready when you call.

Question: Does this website use encryption to secure personal or sensitive commercial information?

Answer: HTTPS (Hypertext Transfer Protocol over Secure Socket Layer, or HTTP over SSL) encryption is used to secure personal or sensitive commercial information exchanged on this site. The "Lock" icon which appears when a page is SSL enabled will not appear on on our secure pages - The browser reports the status of the first frame of our multi-frame environment.

Question: "The page cannot be displayed" error has occurred. How can I resubmit the page without losing my data, such as search parameters or basket items?

Answer: When experiencing "The page cannot be displayed" error users, can avoid re-entry of data, such as search parameters or basket items, by using Refreshing the Page example.

If you are still experiencing browser related problems or access issues, please check your browser version, clear your cache and cookies and use a current ID and password. www.ingrammicro.ca requires cookies to be enabled and valid IDs and passwords to access the site.

Please contact Ingram Micro E-Commerce Customer Support at 1 (800) 616-4665 (Monday through Friday, 8 a.m. to 8:00 p.m. EST).

Question: I am having browser related issues when using www.ingrammicro.ca.

Answer: Please visit the following page to learn more about www.ingrammicro.ca supported browsers.

Question: Can I view two accounts on the same computer at the same time?

Answer: Yes, however you cannot use the same browser. You must use a different browser per session example: IE for account 1 and Netscape for account 2. The cookie is not designed to accommodate multiple accounts from a single browser.

Question: Should I avoid using the browser's navigation buttons?

Answer: Yes, please refrain form using the browser's navigation buttons whenever possible. Please use the navigation found within www.ingrammicro.ca. Using the navigation supplied by the Website will avoid page errors and cookie corruption. If you are experiencing browser related problems or access issues please clear your cache and cookies and use a current ID and password.

Question: My website queries return incomplete or appear not to be available.

Answer: Your issue with our site is most likely a corrupted cookie or a full cache. This happens occasionally with continued use and may affect some sections of the Website including Order Status function and site speed.

When experiencing "The page cannot be displayed" error users, can avoid re-entry of data, such as search parameters or basket items, by using Refreshing the Page example.

If you are still experiencing browser related problems or access issues, please check your browser version, clear your cache and cookies and use a current ID and password. www.ingrammicro.ca requires cookies to be enabled and valid IDs and passwords to access the site. A support representative will be happy to help you clear your cache and reset your cookie.

Please contact E-Commerce Customer Support at 1 (800) 616-4665 (Monday through Friday, 8 a.m. to 8:00 p.m. EST).

Question: Can I e-mail a department at Ingram Micro Canada?

Answer: We do not have general mailboxes for departments. We recommend calling at least once to acquire a contact's e-mail. For example, a particular rep. from a respective department will have an individual address. Our Call Centre is available to help - please contact us at 1 800 668-3450 or 905 755-5000 (Monday through Friday, 8 a.m. to 8 p.m. EST).

Question: Can I forward product information to third parties or end-users?

Answer: No. Product information as it appears on our site is intended for your viewing only. Please note the disclaimer on Ingram Micro Tech Notes. It is your responsibility to ensure that the product meets your requirements. It is up to your discretion on how to use that information further - Ingram Micro assumes no responsibility.

Question: When printing web pages, my results are blank pages.

Answer: Please be sure to click the body of the content before printing. When printing data tables try exporting lists to a file usually found as an option on many "results" pages.

Question: Where can I access product return information or price protection policies?

Answer: Please see the Returns or Customer Service section of our site www.ingrammicro.ca for details.

Ingram Micro's Customer Service Associates are ready help regarding any post-sale issues, including: Lost shipments, short shipments, damaged shipments, billing errors, stock balancing, defective product replacement, and shipping errors.

You must obtain a RMA (Returned Merchandise Authorization) number prior to returning product. RMA numbers are only valid for 15 days from issuance.

RMA Request or RMA Status can be delivered on-line or between 8:30 am to 8:00 pm EST call 905 755-5000 or 1 800 668-3450 ext. 52200 or by fax at 905 755-1316.

Ship Returns To:
Ingram Micro Inc.
88 Foster Crescent
Door #36
Mississauga, Ontario
L5R 4A2

Not an Ingram Micro Customer (End user request for product information or Dealer / Reseller information)

Question: I am not a Reseller, in fact I am an end-user – Can I receive product information or technical support from Ingram Micro Canada?

Answer: No. Ingram Micro Canada is a Distribution Company supplying product and technical support only to Resellers. We recommend contacting a computer Reseller and ask them to source your product or provide you with technical support.

Question: If I cannot purchase from Ingram Micro Canada directly where can I buy products that Ingram Micro Canada supplies?

Answer: Most computer stores large or small purchase from Ingram Micro. Our recommendation: Use the High Tech Section of a Local newspaper or a Internet Search Engine to locate a Reseller. Be sure to choose a reseller you are confident can meet your needs. Some large Computer Retailers may have the ability to order the product on your behalf. Please note: It would benefit both you and the reseller if the details of the products were well researched - such as the manufacturer part number and specification.

Potential Customer / Shareholder (Request for business information)

Question: I am a Canadian Reseller and would like to become an Ingram Micro Canada customer.

Answer: Access to our site is restricted for use by Ingram Micro reseller partners only. To apply for an account use the Ingram Micro Reseller Application form located on our Join Our Reseller Team page.

Ingram Micro Sales Team
Ingram Micro (Canada) Inc.
55 Standish Court
Mississauga, Ontario Canada
L5R 4A1
1 800 668-3450 ext. 52100
905 755-5000 ext. 52100
www.ingrammicro.ca

Customer ID Administration Services and Support

ID Administration Services (including ID creation, deletion, access level designation and user lists) are intended only for the individual(s) who has/have been specifically authorized to request it. Accordingly, if you are not authorized to make ID administrative requests, please contact your designated company administrator.

Account Administrators

Most access issues can and must be resolved by your Reseller Account’s Administrator - a designated employee from your company, charged to manage user WEB access and resolve user ID lockouts. Other responsibilities include:

  • Obtaining a new WEB ID and Password
  • Removing, adding or changing a WEB ID
  • Unlocking an ID
  • Increasing or decreasing access levels, including purchasing and statement viewing ability

It is advisable that Administrators possess the following qualities:

  • Longstanding senior position within their organisation
  • Sensitivity to protecting their organisation’s intellectual property
  • Familiarity with WEB access levels and their capabilities
  • Awareness of employees joining and leaving the company
  • Understanding of the process for ID requests
  • Understanding of the risk of using shared IDs

Resources available for Account Administrators include:

  • Security checks – User identification and access list management
  • User access list – User lists provided to manage user access and user access levels
  • Access management – ID unlocks, set-up issues, access upgrades and password resets
  • ID requests – Create, delete or change IDs

If you are the designated company administrator and have a been authorized to make and receive ID service requests, please contact Ingram Micro E-Commerce Customer Support at 1 (800) 616-4665 (Monday through Friday, 8 a.m. to 8 p.m. EST).

Question: I am a Canadian Reseller, why should I become an Ingram Micro Canada customer?

Answer:

Ingram Micro Inc. is the largest global wholesale provider of technology products and supply chain management services. The company operates in 36 countries providing the distribution of technology products and services, marketing development and supply chain management services to more than 175,000 technology solution providers and 1,700 manufacturers.

To apply, use the Ingram Micro Reseller Application form located on our Join Our Reseller Team page.

Ingram Micro Sales Team
Ingram Micro (Canada) Inc.
55 Standish Court
Mississauga, Ontario Canada
L5R 4A1
1 800 668-3450 ext. 52100
905 755-5000 ext. 52100
www.ingrammicro.ca

Question: I am a Potential investor, why should I invest in Ingram Micro Canada customer?

Answer: We are focused on maximizing shareowner value and achieving customer satisfaction through innovation in the information technology supply chain. For more information about Ingram Micro Inc., select Ingram Micro Inc.

New Vendor (Proposal to carry or sell products or service)

Question: I represent a vendor and would like Ingram Micro Canada to distribute my product or service.

Answer: Your proposal will be given to the appropriate department. Your product will be evaluated, however responses are not guaranteed. Please e-mail materials to NewProducts@ingrammicro.com.

Clearing Cache and Cookies

It is always good practice to periodically clear your computer's cache (Temporary File folder) and delete cookies.

As you browse various sites cookies (files containing site specific information about you and your preferences) and various content files (usually images) are stored on your computer. As you visit new sites the number of files increase and may eventually impact browser performance. Business-to-Business sites, such as www.ingrammicro.ca, can be cookie intense (heavy transactions, sensitive security settings, extended preferences etc.) . Cookie corruption may occur through continuous use disabling the Ingram Micro cookie and the advanced features of the website. Browser security setting changes may also affect cookie support and access to the site.

NOTE:

  • Please speak with your IT professional before adjusting security settings or deleting files
  • Deleting ALL your cookies may remove preferences selected on other sites
  • Corrupted Ingram Micro cookie will not affect other sites

Service failures with www.ingrammicro.ca are likely attributed to a corrupted Ingram Micro cookie.

Please select instructions for clearing cache and cookies for the appropriate Browser Version below:

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