Body
Change in Order Process
Employees should no longer use the Ricoh support email for special toner orders, order tracking, or service calls. While automatic toner delivery may still function, it can be unreliable. If you experience delays, please order toner online through MyRicoh.ca.
Unneeded Print Supplies
If you have duplicate toner or extra supplies, send them to the IT department through inter-campus mail (B305 R105) for redistribution.
Dealing with Wrong Toner
If you receive a toner that is not compatible with your Ricoh device, please call the Ricoh Supplies Team and request a return shipping label.
Call 1 800 268 2032 option #3.
Please have the following information on hand before you call:
- Printer Serial #: (e.g. C98765432)
- Printer Location: (e.g. Bldg 123 / Room 456)
- Incorrect Toner: (e.g. MP C3503)
You can order the correct toner online as explained in the sections below.
For conflicts with Ricoh Support, contact the IT department for assistance.
MyRicoh Portal Usage (Order toner, check status, place service call)
You will need to have an account on the MyRicoh website to able to order any supplies, submit Service Calls, or track orders & service details for Ricoh printers.
Once you have set up your account, you can add the printer(s) that you regularly use to your profile “favorites. This makes it easier when you need to log in and order supplies.
The following Headings contain instructions for how to use the resources on the MyRicoh site.
Click on the heading to expand a section, then follow the instructions for what you need to do.
NOTE: You will need to have a Serial Number for a Ricoh printer on hand before you start.
Please be aware that the Auto Toner program works on the assumption of having one toner (of each color) on the shelf. When a toner cartridge is replaced, it must first be 100% empty with the machine requesting a replacement bottle. (if a toner bottle is replaced proactively, before the machines asks for a replacement, a toner order will not be triggered) Once replaced, the toner level for that color will go to 100% and this will trigger an auto toner order from @Remote. Black and white only printers will require an extra step. Once the toner is replaced and the levels are back up to 100%, it will need to do a minimum of 1000 copies before the @remote order is triggered.
Sign up for a MyRicoh account
-
Go to www.myricoh.ca
-
Click on the Sign Up tab to open the form, fill out the required information
-
Use your VIU email for your email address.
-
The invoice number can be left blank,
-
Enter a serial number of one of the printers you are ordering toner for.
-
Click the blue Sign Up button at the bottom of the form when you have entered the required information.
-
You will get a Registration Successful message, click OK
-
Go to your Email and look for the message from Ricoh, it will look like the image below, and will contain a hyperlink.
Click on the link to go to your MyRicoh profile:
-
Back on your Profile page you need to fill out the required fields:
-
Click Update Profile once you have entered all the required information.
-
Once you update the profile you will be redirected to the Log in screen and can use your new account to log in and create or check on an order.
Add a Device to your Account “Favorites”
You can add printers to your account as Favorites. Once you have added one or more printers to your account, you will be able to select them when ordering or tracking orders and shipments using the button and do not need to remember the Serial Number each time.
To add the printer to your account Favorites:
-
Click on your name in the top right of your screen.
-
From the drop-down menu click the “My Favorite Devices” Option.
-
Enter the Serial Number and Nickname of the printer into the applicable boxes:
-
Click Add to FavoritesThe Printer will show up in the list at the bottom of the screen, and is now saved.
-
You can remove printers from your list at any time by clicking on the Trash Can icon
You can as many printers as you want, and there are instructions on the My Favorite Devices page for how to add multiple printers using “download” an “Import” process provided by Ricoh.
NOTE: the VIU IT department does not assist with the download/import process, if you have challenges, please use the CHAT feature and the Ricoh Customer Service Representative will assist you
Order Toner
If you have not already set up an account, you need to follow the instructions in the Sign up for a MyRicoh Account section.
NOTE: if you have any trouble with the Order process, please click on the LIVE CHAT option in the bottom right corner of the website, and one of the Ricoh agents will assist you.
-
Go to www.myricoh.ca and use the Log In tab to log into your MyRicoh account.
-
When you log in you will see your Dashboard, click on the green tile for Order Management
-
Click on the Order Supplies tile, or choose Order Supplies from the list of menu items
-
On the Order Supplies page, enter the Serial Number of the Printer you need the toner for.
-
then click the “Add” button:
NOTE: once you have added printers to your Favorite Devices, you can add them by clicking the 
symbol next to the Serial Number box. This way you do not need to keep a list of the Serial Numbers on hand. (Instructions for adding devices to your profile are in the next section.)
-
After you “Add” the printer, it will show up in the Selected Equipment box at the bottom of the form. Check to make sure this is the correct printer.
-
Select the supplies you need to order from the list given by clicking the ADD button on the line the item is on. This will add a number to the “cart” column for that item.
-
If you need more than one, click the Add button again to increase the number in the Cart.
-
If you make a mistake, click the Remove button until the number in the Cart is correct.
-
If you need to order supplies for a second printer, you can click Continue Shopping button and add another printer, then select the supplies for that printer.
-
If you are finished with this order, you can click on the Proceed to Checkout button
-
You can also click on the shopping cart icon (on the top right of the page) to go to the Checkout.
-
Once in the Checkout area, make sure that the Ship To address is correct and click the “Place Order” button
-
If the SHIP TO address is incorrect, please click the Chat button in the bottom right of the screen and ask the Ricoh operator to add another address to the printer.
-
Make sure you have the printer’s serial number on hand to give to the Ricoh employee.
-
After the order has been placed you should be given an order number. Make note of the number for future reference.
Check Order or Shipment Status
-
Log into www.myricoh.ca and from your Dashboard, and choose Order Management
-
From the Order management screen choose Order Tracking or Shipment Tracking depending on what you want to do.
-
If you chose Order Tracking - any orders placed should show up on the screen.
-
For Shipment Tracking you will need to enter the Order Number in the top right box,
-
click SEARCH to see the shipping details.
You should see the details for your shipment once you enter a valid order number.
If you have challenges or questions, please use the CHAT feature on the website. The Ricoh Customer Service Representative will assist you.
Place a Service Call
Please place your Service Call using the MyRicoh account if possible.
If you are unable to log into your account you can also call the Ricoh Technical Support Team at: 1-800-263-0815
To place a Service Call online:
-
Log into your MyRicoh account and you should see your Dashboard.
-
Click on the Service Call Management option:
-
Click on the Service Call Placement option:
-
Fill out the form with the pertinent details:
-
Click on Place Service Call when you have completed the form.
NOTE: make sure the Machine Service Address is correct. If not, click NO and update the information.
Also ensure your contact information is correct, use the Update Contact Information link to open your Profile details so you can make changes as needed.
-
Once you have placed the Service Call, there should be a reference # given to confirm a call was placed.
To check on the status of your Service Call please use the following process:
-
If not already done so, please add the serial # for the machine to your favorite devices in your user profile management. (for help on this, go to the section for Add a Device to your Account Favorites)
-
Then select Order Management.
-
Then Advance order search
-
Enter the Serial # for the printer on this page, and it will bring up all open and closed service and supply orders for the given machine
Other MyRicoh Resources
There are other resources you may want to check out on the MyRicoh site.
-
Click on the Customer Resource Center tile or Menu option to see what is available:
-
You will see options for the following:
Just click on any option to see more information.
If you could not find what you were looking for or if you require immediate assistance please call Ricoh at 1-888-742-6417