CDW Canada Customer Support

I'm having trouble signing in. How do I get help?
If you have verified that your username and password are correct, there could be individual browser settings or cookies on your system causing sign in problems. Clear your CDW cookies and then try to sign in again. If your username is locked or if you are still having issue with your username or password, please contact Website Support. If your username is disabled, please contact Sales. Please be prepared to provide screenshots of any error messages and details of your browser setting to assist with troubleshooting.

Note: If it has been more than a year since your last login, you will be required to create a new password.

What if I forgot my username?
If you have already registered a username with CDW, you can try to recover it. If you haven’t logged on or placed an order online with CDW before, you may not have a username with us, in which case you will need to create one. For additional assistance, or to get your username linked to your organization’s customer account number, please contact Website Support.

How do I change my username?
A username cannot be changed. You will need to contact your account manager or Sales Support to have a new username created and linked to your CDW customer account number and to have the old username disabled.

Note: You will lose all your defaults and personal settings if you decide to create a new username.

What if I forgot my password?
If you forgot your password, you can always recover it. An email containing a temporary password sign in link will be sent to the email address associated with your username. The temporary password link will only be active for 24 hours. If you do not sign in within 24 hours of receiving your temporary password, the link will expire and you will need to complete the Forgot Password process again.

How do I change my password?
After logging in, you can change your password under your CDW account's Profile and Preferences. Select User Profile and Password to edit.

Why do I need to provide my consent to my saved credit/debit cards?
In order to comply with new banking industry rules, CDW needs your consent to store your credit/debit card information. To provide consent for a card, please visit the Saved Payment section of your account Profile and Preferences. You will be required to re-enter your card details and add a cardholder name. By updating your card details you are agreeing to CDW’s updated saved payment terms and conditions.

After updating your saved credit/debit card, you will can continue to use the card to make purchases on CDW.ca.

Does credit card consent ever expire?
No, but once the credit card expires, you will need to provide a new/updated credit card and update your express consent for that card on CDW.com. You can revoke consent for a credit card on CDW.ca at any time by removing the saved card.

Do I need to complete the card nickname field?
Yes, you should complete the Cardholder First Name, Cardholder Last Name and populate the Card Nickname fields. 

How do I update the credit/debit card attached to my active subscription(s)?
You should only have to update each unique credit card being used for subscriptions once for the consent to be applied to all your subscriptions.

Navigate to your Subscriptions list and check your individual subscriptions to see if they require updating. If so, you will see a message at the top of the Subscription Details page and in the Payment Method section.

You have the option to either update the credit/debit card attached to your active subscription or to select a different card in the Payment Method Section. You can edit all cards in the Profile and Preferences section of your Account Center.

As of 1/1/2021, all automatically renewing subscriptions must have an updated credit card with verified consent on file.

If you do not have an updated credit card with verified consent or otherwise arrange for an alternative payment method, your CDW subscription(s) could be cancelled.

What is My CDW Account?
My CDW Account is an online account that has been associated with a CDW customer number. You must have a My CDW Account to access many of the advanced features and tools available on the website. If your online account has not been associated with your customer number, contact your account manager or Customer Relations.This process may take 24-48 hours.

What is an online account?
An online account is an account created on CDW’s website. Your online account allows you to save contact and billing information and shopping preferences on our secure servers to make future ordering easier. You can also save shopping carts and check the status of any order you place with CDW. If you place an order, your online account will be linked to your Customer Number once your order is processed. You can create an online account at anytime to get started. If you have additional questions or require assistance, please contact Sales Support.

What is my customer number?
If you have made a purchase in the past, you can find your customer number on a CDW order, a shipping confirmation email or a CDW invoice. If you require assistance, please contact your account manager. If you are a first-time buyer or do not have an account manager with CDW, please contact Customer Relations. Please have your order number ready.

How do I change my email address and other contact information?
You can update your contact information under your CDW account's Profile and Preferences. Select User Profile and Password to edit. You can also edit your email address, contact and billing information on the checkout page when completing your most recent order or purchase.

If you are not receiving emails from CDW, please contact Website Support.

How do I purchase for all corporate locations through one site sign in?
In order to purchase for all corporate locations, you will need to contact your account manager to request Account Linking for your company.

How do I create custom product catalogs for different purchasing roles within my company?
Our Custom Catalogs feature allows Administrators to create product catalogs customized at an enterprise level, company level or based on purchasing role or area of responsibility. The Custom Catalogs feature allows for greater customization of user and administrator access to account information as well as the ability to place orders based on purchasing roles and authorization levels.

The following rules may be applied individually or in combination to create a custom catalog:

Lock into Company Solutions — The catalog will be restricted to products which appear within Company Solutions as saved by the Other Feature Administrator.

Lock in Contract — The catalog will be restricted to products in a particular contract or group of contracts.

Enter Individual CDW Part Numbers — The catalog will be restricted to a list of manually-entered CDW Part Numbers (EDCs).

Enter Individual MFG Part Numbers — The catalog will be restricted to a list of manually-entered Manufacturer Part Numbers.

Lock in Purchase History — The catalog will be restricted to products that have been purchased previously by the company as listed in Purchase History.

Save Search Criteria — The catalog will be restricted to products listed in a search result for an Advanced Search query.

For more information, or for assistance with setting up a custom catalog, please contact your account manager.

How can employees of my company take advantage of our corporate discount?
We are pleased to offer an Employee Purchase Program or EPP which will allow your employees to purchase products at your corporate discount pricing. To set up your company’s EPP, please contact your account manager.

How do I allow my coworkers to submit orders but still require specific approvals?
CDW’s Purchase Authorization System (PAS) lets you take control of purchasing with set-and-forget workflows that curb rogue spending and unauthorized purchases.

Set Limits. Set purchasing limits based on order amount, product price, catalog and more.

Monitor Spend. Keep track of buying behavior and trends by requiring order authorization.

Fully Customized. Create unlimited workflows with as many rules, approvers and purchasers as you need.

Note: You must be identified as a PAS Administrator within Security Sections to set up PAS for your Company.

How do I limit user access to specific site tools?
Our Security Settings feature allows the Security Administrator to control access to site features and tools based on purchasing roles. Users are assigned to groups which are given specific rights. Standard groups are available, or custom groups may also be created to better reflect the purchasing needs of your company.

The following are standard groups to which users may belong:

Administrator: for users who administer organizations
Power Users: for users with limited administrative rights
Users: default group for all users
Finance Users: a built-in system group for finance users

The following Enterprise Roles/Restrictions may be assigned to groups and/or individual users:

PAS Administrator: manages PAS settings
Catalog Administrator: manages custom catalogs
Security Administrator: manages Security Settings
SLT Administrator: manages Software License Tracker

The following My CDW Account Feature Permissions may be assigned to groups and/or individual users:

Multiple Billing Addresses (Account Linking)
Payment Reporting
Recent Orders
Order Reporting
Quotes
SLT User
Other Feature Administrator

In addition, groups and/or individual users may also be assigned permissions to specific custom catalogs.

How do I save my company's product standards as favourite?
Our Company Favorites feature allows other feature Administrators to save individual products, comparison charts, bundles (saved groups of products) and links to external websites for display on the Account Center home page. Sign in and go to the bottom of the Account Center home page to view any Company Solutions saved by your other feature Administrator.

If you are an Other Feature Administrator and need assistance in saving or editing your company’s product standards, please contact Website Support.

To find out how to become an Other Feature Administrator, please contact your account manager.

How do I unsubscribe from your email updates?
You can unsubscribe from CDW email updates at any time.

How do I track my company's software licencing purchases?
You can use our Snow Software tool to track software licensing purchases from the last three years and to run standard and custom reports for scheduled delivery via email. Other features include:

Licence Management
Reporting
SLT Administrator Only

Note: In order to use the Snow Software tool, you must accept a non-liability agreement.

How do I track my company's purchases?
Our Asset Management tool allows you to track your CDW purchases as well as any purchases you wish to manually enter. Asset Management features include:

Find Assets
Reports
Administrator

How do I access my Order Reporting?
Order Reporting is a feature of your CDW account that allows you to track your purchase history for the last three years. You can either create a new report or run one of the standard reports based on the data you need. Once the report has run, you may download it as a csv file for your records.

What is QuickCart and how do I use it?
QuickCart lets you bypass our search engine by using CDW part numbers to add multiple items to a cart at once. CDW part numbers are the 5- or 6-digit number preceded by “CDW” found next to every product in every catalog, magazine ad or mailing. You can also locate part numbers in your purchase history via your CDW account's Recent Orders history or on an invoice.

To use the QuickCart, enter CDW part numbers into the input boxes. Repeat the process until you have completed your purchase or order and proceed to checkout.

You can access the QuickCart tool here.

Why can't I add items to my shopping cart?
Your browser must be set to accept cookies from CDW. Our site uses cookies to keep track of the items in your shopping cart. If cookies are turned off, then the shopping cart feature will not work for you. Set your browser to accept cookies and you will be ready to start shopping. If this does not solve your problem, try clearing your cookies. If you continue to experience trouble or require assistance, please contact Website Support.

Why can't I remove items from my shopping cart?
You are probably experiencing a cache problem. When you attempted to remove the item from your shopping cart, your request was registered. However, the screen that appeared is from the cached memory in your computer. This problem can be solved by clicking the Refresh or Reload button on the top navigation bar of your browser.

What chat services are available?
We are pleased to offer chat with our support teams and specialists so you can get fast answers to quick questions. Hours of service are as follows:

Customer Relations: Monday–Friday 7am–7pm CT

Sales Support: Monday–Friday 7am–7pm CT

Website Support: Monday–Friday 7am–6pm CT

Technical Support: Monday–Friday 7am–7pm CT

Managed Services Support: Monday–Friday 8am–5pm CT

Microsoft Cloud Technical Support:
Our Microsoft Cloud Technical Support team is available to customers who have purchased Microsoft cloud solutions through the Cloud Solution Provider (CSP) Program and are therefore entitled to administrator support from CDW.

Contact CDW Cloud Support for assistance with Office 365, Windows, EM+S and Microsoft 365.

Contact CDW Azure Support for assistance with Azure.

Is your site secure?
Yes. Your personal information is stored safely behind our firewall. No one at CDW except authorized programmers can access your password. The areas of our site which require you to provide your personal information include online ordering, order status, catalog request and most contest forms. To make sure you have the latest security features on your browser, you may want to download the most recent version of your favorite browser, which should have full SSL support. View our Privacy Policy.

How do I know that my transaction is secure?
We employ the latest 128-bit encryption technology in all areas of the site that require you to provide your personal or account information. These include online ordering, order status, catalog requests and most contest forms. This is done to protect you from unauthorized use of the information you are sending to our server. To make sure you have the latest security features on your browser, download and install the latest version of your favorite browser.

What will my information be used for?
Personal information given to us for ordering on CDW is not shared with any other entity without your permission. It is used for processing your order and for customizing your experience at CDW. View our Privacy Policy.

What is a cookie?
Cookies are small files which are stored on a user's computer. They are designed to hold a modest amount of data specific to a client and website and can be accessed either by the web server or the web browser client on your computer.  You can choose whether to receive these files by configuring your browser. On most browsers, the default settings enable you to accept cookies, so if you haven’t changed your defaults, you most likely don’t have to do anything to ensure that your browser accepts cookies. The text in a CDW cookie, by itself, only tells us that you have visited our site before. It does not store any personal information such as your email address, street address or phone number. View our Privacy Policy.

Does your site use cookies?
Yes. Cookies are required to place orders online.

What if I do not accept the cookie?
If you choose not to accept a cookie, you will not be able to log on to purchase any products online or check your CDW account's Recent Orders history online. You can shop online, however, and call in your order without using cookies.

How can I control which cookies I accept?
Your ability to control the cookies you accept depends on the type of browser you are using. If you are using Google Chrome, go to the Chrome menu icon and navigate to Settings. From there, you can select “Advanced” at the bottom of the menu, and then “Privacy and security” from the dropdown menu. Select “Content settings” from the Privacy menu, and then select “Cookies.” This will allow you to adjust your settings and give you options to regulate cookies from CDW’s site.