Account Details

I’ve lost or forgotten my login details…

You can login using the email address that you registered when you set up Affinity. If you have lost or forgotten your password, simply click the forgotten password link to reset it.

You can only update your login details on the desktop web site rather than the App

I’m having problems logging in…

You can login using the email address that you registered when you set up Affinity. If you have lost or forgotten your password, simply click the forgotten password link to reset it.

You can only update your login details on the desktop web site rather than the App

My details have changed – where do I update them?

You can update your email address and any telephone numbers within Affinity by logging in to your account and going to ‘Account Settings’.

You can now also update your postal address within the ‘Account Settings’ page, but you will need to make sure you have advised the Gas Safe register first as we use those details to validate each installation to award any points to your account.

How do I close my Affinity account?

We’d be sorry to see you go, but we do understand that circumstances do change so if you need to close your Affinity account, please refer to the Affinity terms and conditions which provide you with the information you need.

Communication

Should I be receiving an Affinity monthly statement, quarterly bulletin and other communications from Vokèra?

From the 25th May 2018 the new General Data Protection regulations (GDPR) came in to force so we have been advising members to update their communication preferences to ensure that they don’t miss out.

You can choose to receive a monthly statement, member bulletins and details of any member promotions by simply logging in to your account, going to your ‘Account Settings’ page and updating your communications preferences.

The email monthly statement will normally be sent out around the middle of each month and is sent to the registered email address.

If you don’t think you have received your statement, make sure you have opted in, and also check that your registered email details are correct within Affinity. Please also check your spam/junk email folders.

Your statement will update you with a summary of any points you’ve earned, any rewards redeemed and any points which have expired or are due to expire. You can also access your points history by logging in to your account and going to ‘Account Settings’ then ‘Points History’.

I’ve registered a boiler in Affinity, but it isn’t appearing on my statement – why?

There could be one of 2 reasons for this:

1. You may have registered your boiler after the statement period in which case it will appear on your next statement.

2. All installations must be registered within 30 days of the installation date – any installations registered outside of this will still be Gas Safe notified and the warranty registered, but you will not earn Affinity points.

You can login to your account at any time and go to ‘Account Settings’ and select ‘Installation History’ where you will see your registered installation history, if they don’t appear on screen you can expand the by date range or postcode using the filter selection options shown on this page.

Gas Safe

My Gas Safe number isn’t recognised so I’m unable to register my installation?

You will have two Gas Safe numbers – one for your business, which is the number used to create your Affinity account, and a separate engineer licence card number which is specific to you or each of your engineers as individuals and these expire annually.

Within Affinity, both Gas Safe numbers are required to validate every installation so please make sure that you are entering the latest details.

Please note the following:

• If you enter an expired licence card number, you will not be able to register the installation and you will need to contact Gas Safe who will be able to confirm your details with you.

• If you have recently lost a licence card and received a replacement, you need to ensure that the most recent replacement licence card number is used.

Can I get a copy of a Gas Safe certificate?

Yes – If you’ve registered the installation in Affinity.

Simply login to your account, go to ‘Account Settings’ and then select ‘Installation History’. Your registered installations will be listed, and there’s an option to download the Gas Safe certificate.

Product Registration

How long after installation do I have to register the installation within Affinity?

Please make sure you register all installations within 30 days of the installation date – any installations registered outside of this will still be Gas Safe notified and the warranty registered, but you will not earn Affinity points or qualify for any non-points rewards such as fuel cards and other vouchers.

Having problems registering a product?

Once you’ve logged in to your affinity account here’s a checklist of what you need to register a product installation:

1. Gas Safe business number & your licence card number

2. Your customer details including the Installation address

3. Product details

4. Product serial number

5. Affinity claim code

4. & 5. Are on the back of “FOR THE INSTALLER” leaflet contained within the
boiler packaging

Please make sure that the product model, serial number and Affinity codes are all entered correctly otherwise the registration will not be completed.

Will Vokèra register an installation over the phone for me?

Unfortunately, not. The volume of product registrations being made every day within Affinity means that we are unable to register installations over the phone or by email.   

Affinity has been designed to make things easy for the installer, with one simple product registration using either the app or the website, giving you three things automatically:

1. Gas Safe notification for FREE

2. Warranty registration – documents are created and sent to the

landlord/homeowner

3. Automatic reward – any award earned by you (Affinity points or non-points
rewards) is automatically allocated to your account where applicable

From time to time you may experience delays when registering a product using the app that are beyond our control (E.g. mobile network running slowly, our interface with Gas Safe and/or device issues). If this happens repeatedly, please just go to the Affinity website, either on your mobile device or on a desktop PC and complete your registration there.

Where do I find my Affinity claim code?

Look for the installer leaflet contained within every boiler carton. This leaflet provides details on Affinity and also contains the boiler serial number and Affinity claim codes you’ll need to register the installation (see back page).

If you can’t find the leaflet just give us a call with the serial number and we’ll be able to give you an Affinity code to register the installation.

Serial number not recognised?

The serial number can be found on the back page of the Installer leaflet which will be in the boiler carton (the serial number is not the Affinity claim code). Please make sure that you have entered the serial number details correctly as these are unique to the boiler.

I’ve made an error when entering the installations details – what can I do?

Once you submit a product registration three things happen automatically  

1. Gas Safe notification for FREE

2. Warranty registration – documents are created and sent to the landlord/homeowner

3. Automatic reward – any award earned by you (Affinity points or non-points rewards) is automatically allocated to your account where applicable

Making changes after a registration has been submitted is not straight forward, so you need to take care to ensure that all details are entered and checked correctly before you submit the form.

If you do discover that you have made an error, please call us as soon as possible on 01727 744 044

I’ve registered an installation using the app but I’m unsure if the registration has been completed?

From time to time you may experience delays that are beyond our control when registering a product using the app (E.g. mobile network running slowly, our interface with Gas Safe and/or device issues).

If this is the case please go directly to the website, either on your mobile device or on a desktop PC and check your installation history to see if the registration has completed. If it has, the installation will be listed, and the download documents will be available. If it hasn’t you will need to complete your registration again.

I’ve registered an installation but the Affinity points for this installation aren’t showing in my account?

All product registrations go through a scheduled validation process with Gas Safe and it can take up to 3 hours for Affinity points to appear within your account.

Not all boilers earn points and it will also depend on whether a voucher promotion is running – please refer to the current points listing on the claim form within Affinity (Desktop rather than app).

I’ve registered a boiler in Affinity, but it isn’t appearing on my statement – why?

There could be one of 2 reasons for this:

1. You may have registered your boiler after the statement period in which case it will appear on your next statement.

2. All installations must be registered within 30 days of the installation date – any installations registered outside of this will still be Gas Safe notified and the warranty registered, but you will not earn Affinity points.

You can login to your account at any time and go to ‘Account Settings’ and select ‘Installation History’ where you will see your registered installation history, if they don’t appear on screen you can expand the by date range or postcode using the filter selection options shown on this page.

More than one engineer – How do they register the installation and who gets the rewards?

Within Affinity, the registered member receives all the benefits including any rewards.

If you have additional Gas Safe engineers installing Vokèra boilers for you, then they can also register the installations on your behalf by using the VokèraApp.

They will need a PIN code that associates the installation with your account, and you can generate this by logging in to your account and going to account settings – you will see a PIN code that you simply provide to your installers to use for all installations they make on your behalf. This code is unique to your account and can only be entered by using the app.

My Gas Safe number isn’t recognised so I’m unable to register my installation?

You will have two Gas Safe numbers – one for your business, which is the number used to create your Affinity account, and a separate engineer licence card number which is specific to you or each of your engineers as individuals and these expire annually.

Within Affinity, both Gas Safe numbers are required to validate every installation so please make sure that you are entering the latest details.

Please note the following:

• If you enter an expired licence card number, you will not be able to register the installation and you will need to contact Gas Safe who will be able to confirm your details with you.

• If you have recently lost a licence card and received a replacement, you need to ensure that the most recent replacement licence card number is used.

Literature

I need a user manual for my customer – where can I find this?

A user manual should have been provided with the literature included within each boiler carton.

However, all product literature can be downloaded either within the product section of the VokeraApp or the Affinity web site. Alternatively, please go to the boiler section on our main website where you will also find all product literature.

Affinity Points

I have registered installations, but I don’t seem to have earned any Affinity points?

Affinity points may not be earned if a voucher promotion is running – please refer to the promotions page for details. The amount of Affinity points you earn for each installation will depend on the product you have installed, and some products do not receive points.

Please check the current list of the Affinity points by product on the claim form within Affinity.

What are expired points?

All Affinity points expire after a period of 12 months from the date of the registration.

You will be notified of any points due to expire in your monthly statement – giving you sufficient time to go and spend them!

Warranty

Product warranty registration

Once a product is registered within Affinity, we automatically notify Gas Safe for you (fees paid) and we also register the warranty on behalf of the homeowner/landlord.

Gas Safe certificates are automatically sent to installation address unless another address has been specified at the time of registration and you can obtain a copy of the warranty certificate by logging into your account, going to ‘Account Settings’ and then ‘Installation History’.

Can I get a copy of the warranty certificate?

Yes – If you’ve registered the installation in Affinity.

Simply login to your account, go to ‘Account Settings’ and then select ‘Installation History’. Your registered installations will be listed, and there’s an option to download the warranty certificate.

Rewards

I’ve ordered a reward and received an email confirmation of my order, but I haven’t received my reward yet?

Normally your reward should be delivered within 28 days. If there is an issue with the item, you have ordered (it’s been discontinued or is out of stock) we will do our best to contact you directly as soon as possible to either offer you an alternative or we can credit back your points in to your account.

I’ve redeemed points to receive e-code or e-voucher rewards by email but haven’t received them?

E-codes and e-vouchers are emailed to your registered email address, but due to the processing time required they may take up to 48 hours to arrive.

Please also check that the email hasn’t gone in to your Spam or junk email folder.

When do my reward vouchers expire and what do I do if they have already expired?

All reward vouchers have an expiry date that will be specific to each retailer. Please check the voucher for details of the expiry date. Vouchers normally expire after a period of 6-24 months from the date of issue so make sure you spend them. Unfortunately, we are unable to replace any expired reward vouchers.