What should I do if I forget my password?

If you've forgotten your password, click on the "Forgot Password?" link on the login page. Enter your registered email address, and we will send you instructions to reset your password. Follow the instructions in the email to create a new password.

How can I find details related to my purchases?

Please note that some products and their associated documentation can only be viewed while logged into your dashboard from the “My Products” page.

To view previously purchased products from the last 24 months, follow these steps:

• Log into your account
• Select the “My Products” link on your dashboard
• Click on a product listed here to access information and documentation about that material

Additionally, you can access previously purchased product details through the “My Orders” and “My Deliveries” pages.

If you do not have an account with IXOM, you can still search for publicly listed products and documents using the global search bar located at the top of the page.

How can I filter search results to find the right product?

After performing a search using the search bar at the top of the page, you can use the filter options on the left sidebar to narrow down your results. Filters include industry, packaging type, physical state, and more. Apply the filters to refine your search and find the perfect product.

Please note that some products can only be viewed while logged into your dashboard on your “My Products” page. These will not display in general site searches.

How can I find information about my deliveries?

To find delivery information, visit the "My Deliveries" section on your personal dashboard. This section will provide details about all deliveries to your organisation for the last 24 months including batch and Certificate of Analysis information for each delivery as relevant.

How can I track my order?

Once your order has been shipped, you can view the delivery information on your “My Orders” or “My Deliveries” page.

To track your order:

• Log in to your account
• Navigate to the “My Orders” page
• Select the order you wish to track
• Click the “View” button to see the status, as well as detailed product and delivery information

If you believe there is an issue with your order, please Contact Us with the details, and our team will assist you.

How do I contact customer support?

To contact customer support, visit the Contact Us page on our website. You can reach us through our online contact form, email, or phone number provided. Our support team is available to assist you with any questions or concerns.

How do I find product documentation?

Please note that some product information is only accessible when logged into your dashboard from the My Orders, My Products or My Deliveries pages.

You can access product documents in the resources section of each product page. This includes safety data sheets, options to download Certificates, and other relevant product documentation.

If you can't find what you're looking for, don't hesitate to reach out to our support team by clicking the “Request Documents” button on the relevant product page for further assistance.

How do I update my account information?

If any of your account details are incorrect, please click on the Contact Us link on your dashboard and fill in the details that need to be updated in the “Your needs” section. Our support team will let you know when your details have been updated as necessary.

What should I do if the version number on my Specification and Certificate of Analysis do not match?

If you find that the version number on your Specification and Certificate of Analysis do not match, please Contact Us immediately. We will send you the correct documentation and update the website accordingly.

I submitted an order, when will it appear on My Orders?

Once your customer service representative enters the order into our system, it will be available for you to view on your customer dashboard. You can access orders from the last two years directly on your dashboard. For orders older than this, please reach out to your customer service representative for assistance.

When do Deliveries show up in the My Deliveries view?

Once your delivery is fully processed in the IXOM system, it will appear in your "My Deliveries" section with a status of "Shipped." You will be able to view the full delivery docket information, and, if relevant, access certificate and batch information associated with the delivery.

How is IXOM helping me meet my FSSC 22000 requirements?

IXOM is committed to helping you meet your FSSC 22000 requirements. Through our customer portal, you can access the necessary certificates, such as the Certificate of Analysis and product specifications, which provide documented proof of product quality, safety, and compliance with food safety standards. We ensure that all required documentation is available to support your certification process, making it easier for you to stay compliant.

If you believe you should be able to access certificates of analysis but cannot locate them on the portal, please Contact Us so we can assist you.

Need more help?

Contact Us and we will assist you.