Support

How do I create a Protolyse account?

To create a personal account on Protolyse.com select ‘Login/Sign Up’ in the blue site header. Complete the personal information fields on the account registration page and click on create account.

How do I reset my password and/or username?

If you forgot your password select ‘Login/Sign Up’ in the blue site header and click on ‘Forgot Password’. Enter your email address and click on ‘reset’. You will then receive a password recovery mail.
To change your password sign in to your Protolyse account and access your account dashboard by selecting ‘Account’ in the blue site header. From the account dashboard select ‘Login & Security’. Here you can change your password and edit your personal information.

How do I change my billing/shipping address?

To change your billing address and/or shipping address sign in to your Protolyse account and access your account dashboard by selecting ‘Account’ in the blue site header. From the account dashboard select ‘Addresses’. Here you can change your billing and/or shipping address. You can also add multiple addresses if needed.

How do I change the default language?

To change the default language select the ‘language flag’ in the blue site header. Select the preferred language and click on ‘Save’. You can also change the default language via the account dashboard by selecting ‘Preferences’.

How do I add a product to my cart?

Search for the product you need, select the quantity and click on ‘Add to Basket’. To check if the product has been added to your cart, select the ‘Shopping Cart’ icon in the blue site header.

How do I setup a subscription for a product/multiple products?

Search for the product you need, select ‘Subscribe’ and choose a weekly, monthly or yearly delivery. Next select the quantity of products for the subscription and click on ‘Add to Basket’. To check if the product has been added to your cart, select the ‘Shopping Cart’ icon in the blue site header.
To view or manage your subscriptions go to your account dashboard by selecting ‘Account’ in the blue site header. From the account dashboard select ‘Subscriptions’.

Do I get an order conformation?

After successfully placing an order, you will get a conformation via email. If you are currently not receiving any order confirmations, check and update your email information. To view or manage your contact information go to your account dashboard by selecting ‘Account’ in the blue site header. From the account dashboard select ‘Account & Security’ to view and update your email information.

How do I check my order status?

To check your orders sign in to your Protolyse account and access your account dashboard by selecting ‘Account’ in the blue site header. From the account dashboard select ‘Orders’. Here you can see the overview of all your orders where the order status is indicated.
If an order status is “In Process” you can check the status for each product in the order by clicking on the order number.

How do I re-order a previous order?

To re-order a previous order go to the account dashboard and select ‘Orders’. Here you can see the overview of all your orders. Open the order that you want to re-order and click on “Add to Basket”. The whole order will be added to the shopping cart, you can delete products that you don’t want and change the quantity of other items in the shopping cart.

How do I view and print my invoices?

To view your invoices sign in to your Protolyse account and access your account dashboard by selecting ‘Account’ in the blue site header. From the account dashboard select ‘Orders’. Here you can see the overview of all your orders where you can view and download invoices.

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