Account Details & Communications

I’ve lost my login details…

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

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 provides you with the information you need.

Should I be receiving a monthly statement and bulletins by email?

The new EU General Data Protection regulation (GDPR) is in force from 25th May 2018 so we have been advising all members that they now need to opt in to receive any Affinity communications. This includes the monthly statement, any member bulletins and promotion alerts.

You should have received emails asking you to update your communication preferences by logging in to your account. So, if you haven’t opted in you now won’t receive communications until you have updated your preferences.

These preferences can be updated ant any time, by simply logging in to your account and going to your account settings page.

If you have opted in to receive an email monthly statement you should receive this around the middle of each month and this 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.

Product Registration

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 licence card number which is specific to you or each of your engineers as individuals.

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.

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.

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.

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 rewards.

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

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

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.

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

Having problems registering a product?

Here’s a checklist of what you need to register the 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

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 Vokera boilers for you, then they can also register the installations on your behalf by using the VokeraApp.

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.

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.

Warranty documents are automatically sent to installation address and you can obtain a copy of the Warranty certificate by logging into your account, going to account settings and then installation history.

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

The amount of Affinity points you earn for each installation will depend on the product you have installed. Please check the current list of the Affinity points by product on the claim form within Affinity

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

What are expired points?

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