Country Designation

Managed Services Countries
Argentina	Denmark	Latvia	Slovakia
Australia	Estonia	Lithuania	Slovenia
Austria	Finland	Malaysia	South Africa
Belgium	France	Mexico	Spain
Brazil	Germany	Netherlands	Sweden
Bulgaria	Hong Kong	Norway	Switzerland
Canada	Hungary	Peru	Taiwan
Chile	India	Poland	Turkey
China	Ireland	Portugal	United Kingdom
Columbia	Italy	Romania	USA
Croatia	Japan	Russia
Czech Republic	South Korea	Singapore

Traditional (Non-Managed Services) Countries
Afghanistan	Jordan	Philippines	Vietnam
Bangladesh	Kenya	Puerto Rico	Zambia
Belarus	Macedonia	Serbia	Zimbabwe
Botswana	Malawi	Sri Lanka
Cambodia	Mauritius	Tanzania
Costa Rica	Morocco	Thailand
Egypt	Mozambique	Uganda
Greece	New Zealand	Ukraine
Indonesia	Nigeria	United Arab Emirates
Israel	Pakistan	Uruguay

Portal access for Managed Services Countries

I can't access the portal. What credentials to use?

If you haven't received credentials and you're the main country contact, please contact your Customer Operations Manager. If you're not the main DSV contact for the country, you should turn to the Delegated Admin user at DSV who can grant access to new local users.

I forgot my password or login ID.

The login ID can be verified by the Delegated Admin user of the country at DSV, or by the Customer Operations Manager. The password can be reset without anyone's support if you click on the forgotten password option.

I use the correct login and password and still can't log in to the portal.

Please contact your Customer Operations Manager.

Portal access for Traditional (Non-Managed Services) Countries

How do I register for the portal?

First you need to select your country from the DSV homepage. Then you will go to a log-in page where you will see a "Sign-up For An Account" button. Click that button to self-register for the site. If you have any issues, Customer Service can also register you if you provide the following information: Name, Email, Company Name, Address, City, State, Postal Code, and Phone.

I forgot my password or login ID.

If you need to reset your password, there is a "Forgot Password" link on the log-in page for the country's portal. If you need to confirm the email address that was used to setup your login ID, then please email Customer Service at dsvotc.ecommerce@lexmark.com

Consumables for Managed Services Countries

My device is alerting for toner, do I need to order toner?

As long as your printer is one of the Managed Services printers, is connected to the network and is seen by the Lexmark Data Collection system, no need to order as consumables are ordered by automated alerts your device sends to Lexmark.

My device alerted, and still I'm out of toner.

You should verify first if there was an order for your printer and if it was delivered, the toner has to be at your premises. You can verify the order on the portal by querying on the serial number or hostname and checking the status if there is a recent order for it. You can find the tracking ID on the portal to track your order. If you can't find it, you can contact Customer Service at dsvotc.ecommerce@lexmark.com for further help.
You'll find guidance on how to check the status of your order in the "How to order supplies & check status of order on portal" document under User Guides.

I see a consumables order but, it doesn't have a tracking ID.

The order may be a recent one, still in transit to the carrier.

I see a consumables order and the tracking ID says it was delivered, but I can't find it.

Please check internally with the person who signed for the shipment, the package may be misplaced in your building. If you're sure it wasn't delivered, contact Customer Service at dsvotc.ecommerce@lexmark.com who can help to verify with the partner the delivery. If you think it was delivered correctly, and it got lost within the DSV office, please place a manual order for the toner, as the system doesn't generate repetitive orders to avoid over shipping.
You'll find guidance on how to check the status of your order in the "How to order supplies & check status of order on portal" document under User Guides.

No one came from Lexmark to replace my toner

The Managed Services contract between DSV and Lexmark doesn't include consumables exchange; this has to be done by DSV users. Lexmark exchanges only technician replaceable parts like maintenance kits.

How do I check the orders placed for my printers earlier?

The fastest is to check on the portal under "Orders" or "Devices" > "Orders". If you look for a larger timeframe or more orders, you can run the Consumables Order report on the portal. If you have no access to reporting, you can contact the SPOC.
You'll find guidance on how to check the status of your order in the "How to order supplies & check status of order on portal" document under User Guides.

I see that the toner was delivered but to a different address and/or contact name, not where my printer is.

If your printer has moved recently, the change may not have been communicated to Lexmark, and the systems don't reflect the new address or contact person. Please check the registered device address in "Devices" menu on the portal and if needed use the "Update device information" to register the correct location.
You can find instructions on device data update in the "How to update device address and contact" materials under User Guides.

I see that wrong device data on the portal for my printer (wrong hostname, cost center, device tag).

You can update the device data and need to update it under the "Devices" menu by looking up your printer and selecting "Update device information" in order to keep printers connected to Lexmark data collection and billing systems, and ensure accurate data on invoices and consumables delivery.
You can find instructions on device data update in the "How to create change request" material under User Guides.

I received the wrong toner, too many items or I have a defective consumable (upon delivery or during use)

Please use the "Return supplies" option in the order menu to request pickup. Please make sure you mark the reason for return.
For instructions on how to request returns, you'll find a guide in the User Guides section.

My device runs out of toner regularly before the new toner arrives.

Such requests may need further analysis and may need to consider special handling. Please contact your Customer Operations Manager to discuss on such devices.

I'd like to order consumables for a printer which is not on the portal.

Please use the Catalog Order option within the "Orders" menu. If you don't see this button, your access level may not allow it. In such cases please contact Customer Service at dsvotc.ecommerce@lexmark.com

I can't see certain toners or consumables on the portal.

Please contact Customer Service at dsvotc.ecommerce@lexmark.com who can help to investigate why certain items aren't visible.

The printer gives toner low message and the toner hasn't arrived.

The toner low message doesn't meant that the toner is empty, it just shows low level, and this is triggering the automated order, so please ignore it and keep on printing. Your toner will arrive in some days depending on your location.

I received my toner, should I change it immediately or wait?

In order to fully utilize the toner content, please do not replace when the device gives toner low message, but wait until the toner is completely empty and print quality started to degrade. Replace the toner only then.

Hardware Ordering for Managed Services Countries

I can't place a hardware order, there is no such button displayed.

Your access right may be limited, please contact the main DSV contact for your country, or your Customer Operations Manager to verify and correct if needed. If you are not supposed to order hardware, the main user of your country can do it on your behalf.

I don't see the configuration I need to order.

Please contact Customer Service at dsvotc.ecommerce@lexmark.com who can confirm if the configuration you try to order is part of the contract.

What is "Pay Now" option mean? Do I need to pay with a credit card?

No, pay now means that the accessories or options ordered will be invoiced upon delivery while printer configurations are categorized as "Pay later" and are charged upon installation.

Should I request installation as well?

If you do, Lexmark partners will install the devices for you, which is the normal process. In rare cases you may choose to install the devices yourself later. E.g.: need to order now, but installation happens only later, or you have to deliver the devices to one address, but installations happen later at another address. We recommend consulting your Customer Operations Manager in such cases. If you do not know your Customer Operations Manager please contact Customer Service at dsvotc.ecommerce@lexmark.com

The hardware delivered is not the correct one or the device packaging is damaged.

Please contact the SPOC to get help with the replacement or returns of the device. If the device proves to be damaged during the installation, the installation partner will arrange the reporting and replacement of the faulty device.

How does Lexmark know what settings to do on the printer before installing?

There is an agreement on general device settings, and any local special settings can be raised to the installation partner when they are onsite. If you have the hostname, cost center and device tag when ordering the device, it's useful to add this information in the ordering page into the Comments field.

Maintenance Kits for Managed Services Countries

No one came to replace the maintenance kit and my printer alerts for it, or stopped running.

Contact Customer Service at dsvotc.ecommerce@lexmark.com who can help to investigate and get a technician called onsite with a kit.

Can I order maintenance kit as catalog order?

No, because maintenance kits always get installed by a technician and they need to know which printer the kit has to be installed for.