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Dell Order Support Frequently Asked Questions | FAQs

Find information about your Dell Order Support on topics such as Order Status, Shipping, Delivery, Cancelations and Returns.


Order Status
  • Where can I check the status of my Dell Order?
    • You can view the current status of your order and the latest estimated delivery date online by entering your Order Number or Internet Receipt Number on your Online Order Support.
      You will need to have your Dell Order Number or Dell Internet Receipt Number or use the additional look up options available.
  • Where can I find my Order Number and Customer Number?
    • Your Order Number and Customer Number are sent to you in the Order Confirmation document via email after your order is processed.
    • Please be sure to check your Spam mailbox to see if your email filters have identified the email from Dell as spam.
  • Where do I find my Internet Receipt number?
    • Your Internet Receipt number is sent to you in the Order Acknowledgment document via email after you place your order on the Internet.
    • Please be sure to check your Spam/Junk mailbox to see if your email filters have identified the email from Dell as spam.

Payment Issues
  • Why have I been charged taxes?
    • Dell is required by law to collect sales taxes that apply to your order. 
    • Sales taxes vary, depending on where your order is being shipped and on the products that you bought.
  • Did Dell receive my payment?
    As soon as we have received and processed your payment, we will send you an order confirmation email.
    • Once payment has been processed, your order will move to the next status and will be an order in production (Dell-branded products) or getting ready for packaging (non-Dell branded products).
    • To check if we have processed your payment, visit your Online Order Support.
      • If your order is listed as "Order Processing", we haven’t been able to process your payment yet.
      • If there’s any problem, we will send you a notification with further instructions. So please check your email regularly (including "Junk" and "Spam" mail folders).
  • Can I change the method of payment of my order?
    • The only way to change your method of payment is to cancel your order (before it starts the production process) and then place a new order using the correct method of payment. 
  • Why my order is on hold or taking too long to process my payment?
    If you receive an Order Held email, it means that we couldn’t obtain authorization to process payment for your order.
    • To protect your security and privacy, your card issuer cannot provide information about why your payment was declined.
    • Please follow the email instructions and contact your card issuer. After the payment issue is resolved, your order will continue to the next step. Please check your email regularly (including "Junk" and "Spam" mail folders) for any communication from Dell.
    • It is not unusual for this to happen, and the most common reasons are listed below:
      1. Card issuers may flag any unexpected activity on your account, such as online orders or high value purchases, regardless of the amount of funds available; they will require your verbal authorization.
      2. Cards have limits on how much money can be charged or accessed in a single day. Regardless of available funds in the account, your card issuer may require you to request a higher purchase limit to complete the transaction.

Shipping
  • What is Free next day delivery?
    • Products marked as Free 2-3 Day Delivery ship on the same day if ordered before 2pm and payment has cleared, the order will be delivered within 2-3 business days (excl. bank holidays and weekends). 
    • Valid for customers located in UK mainland (excluding Highlands of Scotland, Islands, Northern Ireland and all overseas territories).
    • Applies to orders pre-paid in full or payment approved.
    • The products are marked by the symbol:
  • Which carriers are used for shipping my Dell Order?
    Dell partners with Syncreon, UPS & DHL Parcel UK to deliver your order. 
    • Tracking information can be found once your order ships, from the Order Details page by entering your order number on your Online Order Support.
    • Bulk orders of more than 20 packages may ship by a different carrier.
    • Orders with Channel Island delivery address will be delivered post custom clearance through different carrier and delivery may be further delayed than the provided estimated delivery date.
  • When will my Dell Order be delivered?
    You can view the current status of your order and the latest estimated delivery date online by entering your order number or Internet Receipt Number on your Online Order Support.
    • Once the order is acknowledged you will also receive an order confirmation within 24 hours with Estimated Delivery Date.
    • Products marked as Smart Selection with free 2-3 Day Delivery are delivered within 2-3 business days from Order Credit Clearance.
    • For all other products the delivery may vary and will be confirmed before finalizing the order. Products not marked as Smart Selection are built to order products.
    • Built to order products start the production process post successful Credit Clearance and are shipped once the Built process is complete.
  • What is the difference between Estimated Shipping Date and the Estimated Delivery Date?
    • Estimated Shipping Date is the date Dell expects your order to ship from one of our global manufacturing or distribution facilities.
      • When placing your order online, you will be provided an estimated delivery date once you enter your delivery address during the checkout process.
    • Estimated Delivery Date is the date that Dell expects to deliver your order.
      • You will be provided with an estimated delivery date during the checkout process, in your order confirmation e-mail. Dell makes every effort to ensure that we provide accurate and helpful estimated delivery dates.
      • Your estimated delivery date may vary based upon the payment method you choose, delivery address, factory location or availability of items in your order.
      • There is a chance your DELL order maybe split into different shipments & Estimated Delivery Date for each shipment might vary based on the products you booked & the factory location.
      • If your order contains non-Dell-branded products and accessories (such as 3rd Party Products), these will be delivered separately from your Dell system or accessories order and will have separate estimated delivery dates listed.
      • Orders with Channel Island delivery address will be delivered post custom clearance and delivered through a local carrier. Delivery may be further out than the provided estimated delivery date.

Delivery (Syncreon)
  • Will I be notified when my Dell Order is about to be delivered?
    • Dell Notification:
      Once the order has shipped refer to the Estimated Time of Arrival on the Syncreon webpage.
      • The tracking will continue to show as Pending until the order arrives at the UK hub.
        • The orders usually arrive to the UK Hub a day before the Estimated Time of Arrival for your order which you can find on the Order Details Page by entering your order number on your Online Order Support.
        • It may take an average between 4-10 business days for an order to arrive at the UK Hub
    • Carrier Notification:
      • Small Business Dell Orders – No, there will be no notification prior to carrier delivery. The carrier link provided on your Online Order Support will provide the latest delivery information.
      • Dell Orders for Home - Yes, the evening prior to the scheduled delivery or the day of delivery you will receive a text/e-mail notification from the carrier.
  • Will I need to sign for delivery?
    Most of our deliveries contain valuable items, so our carriers are required to obtain a signature upon delivery.
  • What if I am not available sign for delivery of my Dell Order?
    • Dell Orders for Home: if you are not available to sign for the delivery
      • You can arrange for someone else to accept the delivery on your behalf, if it is at the same address.
      • If your order is a single item (1 box) and there is no-one at your delivery address to sign for the delivery,
        1. The delivery driver will leave a calling card which indicates the nearest Parcel Shop where you can collect your parcel.
        2. This card has a unique Barcode (Collection PIN) which is required when collecting your parcel.
        3. Please make sure to bring the calling card and proof of address / photo ID.
    • Small Business Dell Orders:
      • If there is no-one available at the first delivery attempt, a second attempt will be made on the next business day. If the second attempt to deliver is not successful, the product will be returned to the carrier’s warehouse. 
      • To reschedule your delivery you may contact Customer Support from the “Action Menu” by entering your order number on your Online Order Support.
  • Can I change the delivery address for my Dell Order?
    • Dell values your business and as a critical point of fraud prevention, we cannot change the delivery address after your order is submitted.  
    • For Dell Orders for Home: After your order has shipped from Dell, you may contact Syncreon rearrange the delivery day or select a local Parcel Shop to collect your Parcel.
      • You will then receive a unique collection PIN which allows you to pick up your parcel.
      • Please make sure to bring proof of address / photo ID with you.
  • Can I collect my Dell Order from a Parcel Shop?
    • For Dell Orders for Home: After your order has shipped from Dell, you may contact Syncreon to rearrange the delivery day or select a local Parcel Shop to collect your Parcel.
      You will then receive a unique collection PIN which allows you to pick up your parcel.
      Please make sure to bring proof of address / photo ID with you.

Delivery (UPS)
  • Will I be notified when my Dell Order is about to be delivered?
    • There will be no notification prior to carrier delivery.
    • The carrier link provided on your Online Order Support will provide the latest delivery information.
  • Will I need to sign for delivery?
    The orders weighing <1 Kg do not require a signature, for all other orders signature is mandatory
  • What if I am not available sign for delivery of my Dell Order?
    • Dell Orders for Home:
      • If there is no-one at your delivery address to sign for the delivery, the parcel can be re-directed to UPS Access Point where available. This can be done by accessing the carrier link provided to UPS website.
      • If you missed a delivery the parcel will be held at nearest UPS access point.
      • The parcel will be held (max 10 days) at UPS access point, if not collected it will be returned to shipper.
      • If there is no access point available after 1st attempt, 2nd delivery attempt will be made at the next available date, even if the 2nd delivery attempt is failed the parcel will be re-directed to UPS access point.
    • Small Business Dell Orders:
      • If the delivery is missed at the first delivery attempt, a second attempt will be made on the next available date.
      • If the second attempt to deliver is not successful it will be held with UPS (max 8 days).
  • Can I change the delivery address for my Dell Order?
    • Dell values your business and as a critical point of fraud prevention, we cannot change the delivery address after your order is submitted.  
    • For Dell Orders for Home: After your order has shipped from Dell, the parcel can be re-directed to UPS Access Point where available.
      • This can be done by logging in to UPS website.
  • Can I collect my Dell Order from UPS Access Point?
    • Yes – Dell For Home users who prefer to pick up their packages at a convenient neighborhood location with extended business hours over home delivery.
    • Locations are hand-selected based on reliability, locale and ease of experience.
    • If you're collecting a parcel, make sure that you have an official form of identification or government-issued ID.

Delivery (other Carriers)
  • Will I be notified when my Dell Order is about to be delivered?
    There will be no notification prior to carrier delivery. The carrier link provided on your Online Order Support will provide the latest delivery information.
  • Will I need to sign for delivery? 
    Most of our deliveries contain valuable items, so our carriers are required to obtain a signature upon delivery.
  • What if I am not available sign for delivery of my Dell Order?
    Please visit the carrier link provided on your Online Order Support for support from your delivery carrier.
  • Can I change the delivery address for my Dell Order?
    Dell values your business and as a critical point of fraud prevention, we cannot change the delivery address after your order is submitted.

Delayed Order
  • Why is my Dell Order delayed?
    • There are several reasons that your Dell Order maybe delayed:
      1. Payment Processing: If we are unable to process your payment, this will delay the start of production of your order.
      2. Part Shortage: Dell may experience part shortages on popular products or when our suppliers experience delays.
      3. Weather/Natural Disasters: These delays may impact Dell’s part suppliers or your order after it ships.
    • Your Online Order Support provides you with the most current status of your order. To help you manage your order refer to the “Action Menu” to initiate return, request a cancelation or contact Customer Support.

Cancelations
  • What is your Right to Cancel? 
    • Dell Order for Home customers have a right to cancel the purchase contract since your purchase contract with Dell was concluded ‘at a distance’.
      • If you wish to exercise your Right to Cancel, please submit Request Cancelation from the “Action Menu” on your Order Details page from your Online Order Support.
      • Orders are eligible for cancellation before it moves to a production stage, if the cancellation is denied or was not successful please follow Dell’s Return Policy.
      • This is also applicable for Services & Software Orders.
      • Cooling Off returns are managed in accordance with your Right to Cancel.
    • Dell Orders for Work please refer to Commercial Terms of Sale
  • What Happens after a successful cancellation?
    • Once the order is cancelled the funds would be reversed to the original method of payment in 5-7 business days if paid using a Credit Card or PayPal.
    • For all other payment types please contact Customer Support from the “Action Menu” on your Online Order Support to initiate the refund.
  • Why has my order been cancelled?
    Your order maybe has been cancelled for one of the following reasons:
    • Payment Issue: We either have not received your payment or have not been able to process your payment successfully.
      1. To reorder this product, please contact your payment provider to authorize the payment and contact a Dell sales representative at 0800 587 1456 or visit us at www.dell.co.uk to place your order again.
    • Product Availability: The product you’ve ordered is no longer available or there was a part shortage.
      1. If a new order has not been created and your order has been incorrectly cancelled, or you have not received any notification of the cancelation contact Customer Support from the “Action Menu” on your Online Order Support.
      2. If you want to place this order again, please contact a Dell sales representative at 0800-587-1456 or visit us at www.dell.co.uk.

Changing your Order
  • Can I change my order?
    Unfortunately, we cannot accept changes to an Order once it is submitted. But if you are aware of an error, you may be able to cancel your order and re-submit a further, corrected order.
    • Before placing your order, please make sure you have included everything you need as we cannot make any changes once the order has been submitted.
    • If you have forgotten something, simply visit our website to place another order.

Returns & Refunds
  • What is Your Right to Return?
    • Consumer/Home Customers have the right to cancel your purchase contract since your purchase contract with Dell was concluded ‘at a distance’ as per Dell’s Terms of Sale.
    • For Product/Tangible order returns – you may return your order within 14 calendar days starting the day after your order was delivered.
    • For Services order returns – you may return your order within 14 calendar days, starting the day after your order was delivered. You may cancel within 14 calendar days, and if you have requested or accepted performance of the Service, then you will be refunded pro-rated based on the Services performed until your product is received back at Dell. You lose the right to return if the Services are fully performed within the return period.
    • For Software order returns - you have 14 calendar days to request a refund/return starting the day after your software was delivered, you lose your right to return if you download or start using the Software during the 14-day return period. You may not receive a refund on a Software return or operating system which is part of a system order.
    • You can request a return by contacting Customer Support from the “Action Menu” on your Online Order Support. 
  • What happens after I have requested a Return?
    • Once you have notified Dell of your wish to exercise your right to return, Dell will arrange for collection of the Product(s) or provide instructions and details for you to return the Product direct.
    • You must return Product(s) in their original condition and within 14 calendar days of your return notification.
    • Dell may charge you for any damage caused to the Product(s).
    • Where Dell arranges collection, return shipping will be free, unless Dell notified you otherwise. However, Dell may withhold payment of your refund pending receipt of the returned Product (in its original condition).
  • What is the Alienware & XPS 30 Day Return policy?
    • Consumer/Home Customers can return their Alienware & XPS system for up to 30 calendar days under the same conditions as the Right to Return above. The Alienware & XPS 30 Day Return Policy applies to Consumer customers only and for the purchase of an Alienware & XPS system only.
    • For Product/Tangible order returns under Alienware & XPS Return Policy  – you may return your Alienware or XPS system within 30 calendar days starting the day after your order was delivered.
    • For Services order returns under Alienware & XPS Return Policy – you may return your order within 30 calendar days, starting the day after your order was delivered for Services purchased in the same order as your Alienware or XPS product. If you have requested or accepted performance of the Service, then you will be refunded pro-rated based on the Services performed until your product is received back at Dell. You lose the right to return if the Services are fully performed within the return period.
    • For Software order returns under Alienware & XPS Return Policy  - for Software purchased in the same order as your Alienware or XPS product, you have 30 calendar days to request a refund/return starting the day after your software was delivered, you lose your right to return if you download or start using the Software during the 30-day return period. You may not receive a refund on a Software return or operating system which is part of a system order.
    • You can request a return by contacting Customer Support from the “Action Menu” on your Online Order Support.
    • The Alienware & XPS 30 Day Returns Policy will not apply to any Alienware or XPS products ordered through Dell Outlet.
  • When will I receive my Refund?
    • Refunds will be processed as soon as your order is collected, it may take up to 10 calendar days for the refund to be posted to the original mode of payment.
  • What happens after I have requested a Return under the Alienware & XPS Return Policy?
    • Once you have notified Dell of your wish cancel your order of an Alienware or XPS system, Dell will arrange for collection of the Product(s) or provide instructions and details for you to return the Product directly.
    • You must return Product(s) in their original condition and within 30 calendar days of your return notification.
    • Dell may charge you for any damage caused to the Product(s).
    • Where Dell arranges collection, return shipping will be free, unless Dell notified you otherwise. However, Dell may withhold payment of your refund pending receipt of the returned Product (in its original condition).
  • How can I return my Dell order?
    • Please note that the Alienware & XPS Return policy applies to Consumer customers only.
    • If you wish to return your order you can do so within 30 calendar days of delivery. To initiate a return contact Customer Support from the “Action Menu” on your Online Order Support.
    • Cooling Off returns are managed in accordance with your Right to Cancel.
    • For business customers please refer to Commercial Terms of Sale.
  • If I return an order to Dell, will the shipping charges be refunded?
    • When you return your order, we will credit your account for the order value including your shipping and handling charges.

Software Licenses
  • Why have I not received my Software order?
    Your software order will be fulfilled as soon as the order is in Shipped status. Software fulfillment time frame may vary depending on the product.
    • An instruction email on how to access your software is sent to you at your email address provided at time of placing the order once your order is in Shipped status.
    • You can check the status of your order on your Online Order Support.
    • If you have not received the instruction email, check your junk/spam folder in your inbox.
    • If you have not received the instructions email and are not able to find your order in the Dell Digital Locker after searching for the order number under Product Tab, contact Dell Customer Support from the “Action Menu” on your Online Order Support.
  • What to do If I cannot access Dell Digital Locker?
    You must have a My Account created in Dell.com to access the Dell Digital Locker
    • Please follow the below steps to access your Dell Digital Locker:
      1. Go to your Dell Digital Locker. Click on the “My Account” sign-in button.
      2. Sign-in using the email address used at the time of purchase or the one used to assign you your software licenses. For questions about creating or updating a My Account login, please refer to My Account FAQs.
  • How do I download my software and/or access a license key?
    • Access Dell Digital Locker.
    • Please click here to create My Account if you have not created My Account.
    • Select Products on the left side of the navigation menu and enter the order number.
    • Click on the Product Name hyperlink to view the download instructions.
    • Open Available Downloads tab to view software which is available for download.
    • Select to Download Directly or View Details, then start downloading.
  • How do I register my Software?
    • A registration code is sent in the Order Confirmation email for some products. To obtain your license key and gain access to the product in your account, you must enter the registration code on the Product registration tab in your Dell Digital Locker.
  • How do I access/download a license key?
    To download/access your license key you must sign into Dell Digital Locker
    • To obtain a single key:
      • Select Products on the left side of the navigation menu.
      • Select the product that you want to view and click the product name to go to the Product management page.
      • Select Get Key option and follow the instructions to obtain your license key.
    • To obtain multiple keys:
      • Select Order history for text-based keys or Tools/License Activation from the left navigation for XML key files
      • Under Order history, you can obtain all the text-based keys for an order.
      • For XML key files, you can obtain existing license keys under Tools/License Activation/Activated licenses. If you need to generate multiple license keys for new purchases, follow the instructions under Tools / License Activation / Un-activated licenses
      • For more information on how to manage Dell Digital Locker refer to additional FAQs
  • How to manage my Dell Digital Locker?
    For frequently asked questions on how to manage your Dell Digital Locker refer to additional FAQs

Software Warranty Subscriptions
  • How do I manage my Software subscription? 
    • To manage subscriptions which are automatically billed log into your Dell Digital Locker
    • Click on Billing Account Tab to proceed with the next action.
    • Your subscription can be managed in one of two ways depending on the subscription type.
      1. For simple Auto-renewal subscriptions:
        Click on the subscription name to see the details of that subscription.
        From the Subscription page you can manage your subscription such as:
        • View your billing history
        • View and update your payment information
        • View and change billing and shipping addresses and
        • Manage autorenewal and email notification options.
      2. For Seat, Usage or Services based subscriptions:
        Click on the subscription name to see the subscription details.
        From the Bill Plan details page, you can change your payment method and view or edit your email and shipping and billing address.
        • If the Bill Plan has a large quantity of items, you may download the plan and review the details, then search for the PrimaryID to view and perform edits.
        • For Seat Based subscriptions, you will be directed to a web portal via the Digital Locker to manage your product and request seat changes.
  • How do I update my payment method on warranty subscription?
    The Dell Digital Locker allows you to update payment method, address, view your existing bill plan and billing history.
    • Go to Dell Digital Locker
    • Log in using "Customer Email Address" registered at the time of your subscription purchase.
    • Go to Billing Accounts tab for subscription information.
    • Click on “Manage Payment Method
    • Click on “Change Payment
  • If there is more than one Dell Service Tag on my warranty subscription order, will I see multiple charges in my Dell Digital Locker?
    • You will see a charge per service tag and a breakdown of the subscriptions along with applicable charges.

Missing, Wrong or Damaged Products 
  • What do I do if my order arrives and something is missing or wrong?
    Your order may have been shipped in multiple packages and still be in transit.
    1. To view the status of your entire order and verify if there are additional packages still in transit, you can check your order status by entering your order number or Internet Receipt Number on your Online Order Support.
    2. If your full order has arrived and something is missing or wrong, please make sure you check the items that you have received against the information on your Packing Slip, Invoice and/or your Order Confirmation email.
    3. You can download a copy of your Invoice and or Packing Slip from the Action Menu by entering your order number on your Online Order Support.
    4. If you still can’t locate a missing item or have a wrong item contact Customer Support from the “Action Menu”.
    Note: Any dispute arising on a delivered order to the provided shipping address you need to file a police claim & contact Customer Support from the Action Menu. The claim process may take up to 10-12 business days.
  • What do I do if my order arrives and something is physically damaged?
    If you have received your order in a damaged box and/or the product has physical damage please contact Dell Customer Care by clicking on Contact Us from the “Action Menu” from your Online Order Support.
    • Provide photos of the damaged box/and or product when contacting Dell Customer support.
    • If an item in your order does not have physical damage but is not functioning properly or will not power on, please contact Dell Technical Support.
    • Please include photos of the damaged box/and or product when contacting Customer Support.
    • Note: If you have received your order in a damaged box you have to make sure that the Proof of Delivery is signed as “Received Damaged” to claim the issue.
  • What do I do if my order arrives and something is not functioning properly or will not power on?
    If an item in your order does not have physical damage but is not functioning properly or will not power on, please contact Dell Technical Support
  • What if my system is stolen?
    • If your system has been stolen while in your possession, please contact Customer Support by clicking on Contact Us from the “Action Menu” on your Online Order Support.
    • A Police report will be required in order to flag it as “Stolen” in our records.

Invoices & Packing Slips
  • What is a packing slip?
    • Every order that is delivered by the carrier includes a packing slip that lists all the items included in the delivery. 
    • This document should be packed on top of the shipping box when your order is delivered.
  • How can I get a copy of my packing slip?
    • Within 24 Months: If your order is within 24 months of your order ship date, you will be able to view and print your packing slip from the Order Details Page. Enter your order number on the Online Order Support page and click on View Packing Slip.
    • More than 24 Months: If your order is outside 24 months of your order ship date, please contact Dell Customer Support from the Action Menu on your Order Details Page.
  • How can I get a copy of my invoice?
    Invoices are available 48 hours after the order ships.
    • Online: To download your invoice enter your order number on the Online Order Support page and click on View Invoice from the “Action Menu”.
    • Customer Care: If you need further assistance, please contact Customer Support from the “Action Menu” on your Online Order Support and we will send your invoice to you via email.
  • How can I get a copy of my product manual?
    • To download a product manual, click on this link.

Dell Rewards
  • When will I receive my Dell rewards benefits?
    • Dell Rewards take 30 business days from time of order invoice to appear in your account. Please check “My Account” for your reward points after that time frame.
    • Log into My Account and click on Rewards option to see your rewards per order.
  • How do I apply my Dell Reward benefits?
    • After personalizing your system and/or choosing your accessories, select “review and check-out” and add item(s) to your cart. Log into your Dell Rewards-enabled “My Account” and select “expedited delivery”, and Rewards will be earned on your order.
    • You must be logged into your My Account when checking out in order to receive the free expedited shipping benefit and Rewards on eligible purchases. When placing an order over the phone or via chat, simply provide the email address associated with your Dell Rewards enabled My Account, and your agent can assist with applying your benefits at checkout.
  • When will my Dell Rewards expire?
    Yes. Rewards expire 90 days from the issue date. Rewards that have expired will be deducted from your total Rewards balance. Expiration date can be found by visiting your Dell.com My Account and clicking “view rewards details.” Expiration dates cannot be extended.
  • For more questions and answers on Dell Rewards?

My Account
  • How can I create “My Account” on Dell.com?
    To create "My Account" on Dell.com, perform the following steps:
    1. Open: My Account.
    2. Select "Create a Dell.com account"
    3. Fill in the required fields.
    4. Select "Complete Registration" at the bottom of the form.
  • Why am I getting an error message when I attempt to register or update "My Account?"
    • "This email address already exists"
      • This error indicates that there is an existing "My Account" profile created using the same email address.
      • You can use the "Forgot Password" link to retrieve the password associated with the email.
    • "This Customer Number is already tied to another member's profile"
      • This error indicates you already have an existing account using that Customer Number.
      • Try to log into the existing account. You can request your original “My Account” password if you have forgotten it.
  • What do I do if I have forgotten "My Account" login password?
    • If you have lost or misplaced your "My Account" password, you can have it sent to you by email.
      1. Open: My Account.
      2. Select "Forgot your Password?"
      3. Enter your email address in the Email Address box. This must be the email address that is currently registered in your "My Account" profile.
      4. Select "Continue".
    • If you have lost or misplaced the password for the email address that was used to create your My Account password, you have two options:
      1. Reset your email address password. Refer to your email provider for more information.
      2. Create a new My Account. Refer to the above FAQ.
  • How do I change my password or email address for "My Account" on Dell.com?
    • To change your password, perform the following steps:
      1. Log into My Account.
      2. Select the link named "Email and Password" that is listed under the "My Account Settings" section.
      3. Updated the appropriate field:
        • Password - Enter your new password in the "New Password" box and in the "Confirm Password" box
        • Email - Enter your new email address in the Email Address field
      4. Select "Update."
    • As an added security feature, our system only allows for one password change request every 24 hours.
  • Can I consolidate separate "My Account" registries into one?
    • You cannot automatically consolidate or combine multiple "My Account" registries into one.
    • You can manually update one of your “My Account” profiles to include the separate customer and order numbers from the other accounts.
      1. Open: My Account.
      2. Enter your username and current password, and then select Sign In.
      3. Under "My Orders" (first option on the right side), select "Order Status."
      4. Select "Find Missing Orders" (option on the bottom left side).
      5. Fill in the required fields.
      6. Select "Add Customer Number."
  • Why don't my most recent orders appear in the "My Account" profile?
    If you ordered online without first signing into your “My Account’ profile or did not notify your Dell Representative of your "My Account" customer number, your order may not be automatically listed.
    • You will need to add your recent order to your "My Account" profile.
      1. Open: My Account.
      2. Enter your username and current password, and then select Sign In.
      3. Under "My Orders" (first option on the right side), select "Order Status."
      4. Select "Find Missing Orders" (option on the bottom left side).
      5. Fill in the required fields.
      6. Select "Add Customer Number."
    • To help ensure that details of your future orders appear in your "My Account" profile, follow these guidelines:
      1. Ordering online: Sign into your “My Account” profile before ordering online.
      2. Ordering by phone: When you're ordering by phone, tell the Dell representative the Customer Number for your "My Account" profile, and ask that they use it to place your order
  • How do I deactivate “My Account” on Dell.com?
    1. Open: My Account.
    2. Select "Settings"
    3. Follow the provided path to deactivate your “My Account” information.
  • My Account Related Topics:
    You can use my Account to check Order History, Account Settings, Products and Services and Dell Rewards.