F.A.Q.

Frequently Asked Questions and Answers

User Manual

A User Manual is available.
The manual provides information about the portal such as Account Management, Ordering Process, and more.
You can download it by clicking here.

Enrollment

Q: How do I enroll?
A: - If you are a distributor, go to fujitsu.iap.trinitywarranty.com and click on Enroll under Enrollment. You will need to enter the following fields: Company Name, Business Name (if different from your company name, such as if you have a DBA), Company Type, Tax ID (if your business does not have a tax ID, you should enter your social security number), Address, City, State, Zip Code, Phone Number, and Email Address.
Once you have all your information, click on Send Enrollment. You will receive a welcome email with your Trinity account number and program information.

- If you are a dealer, please contact your distributor. Your distributor will send you an enrollment invitation with a link to the Fujitsu IAP Web Portal. Click on Enroll under Enrollment. You will need to enter the following fields: Company Name, Business Name (if different from your company name, such as if you have a DBA), Company Type, Tax ID (if your business does not have a tax ID, you should enter your social security number), Address, City, State, Zip Code, Phone Number, and Email Address.
You will then need to upload your W9 form and your certificate of general liability insurance showing Trinity Warranty as the certificate holder. We also need your workers’ compensation information (in some states this is not required). Once you have all your information, click on Send Enrollment. You will receive a welcome email with your Trinity account number and program information.
Q: How long does it take to process my enrollment?
A: It typically takes 1-2 business days at most to process your enrollment. If after 2 days you have not received your welcome email and program guide, please call the Fujitsu IAP Web Portal Help Desk at 877-302-5072.
Q: What is the difference between Enrollment and Portal Registration?
A: - Enrollment: This is where you enroll in the Fujitsu IAP Program to sell IAPs to your customers. You must enroll prior to registering for the Fujitsu IAP Web Portal.

- Registration: If you wish to view/place orders, look up IAPs, and file/view claims, you must register with the Fujitsu IAP Web Portal. You only need to register once. You may have multiple users, and each user must register for the web portal.
Q: As a dealer, why do I need to give you a W-9 form?
A: If you perform service work on the equipment covered by the IAP and file a claim, the money you receive from that claim is income, so we need your W-9 to pay you.
Q: As a dealer, why do I need to give you a certificate of general liability insurance and workers’ compensation?
A: If you perform service work on the equipment covered by the IAP, you are a sub-contractor for Trinity Warranty so we need your insurance information.
Q: I am not able to upload my W-9 or COI - what should I do?
A: If you are unable to upload your W-9 or Certificate of Insurance, please call the Fujitsu IAP Web Portal Help Desk at 877-302-5072.

Registration/Login/Password

Q: My login does not work – who do I call?
A: First, check to see that you’re correctly entering your user name and password. Passwords are case sensitive. You may not use your email address as your user name. If you are still unable to log in, please call the Fujitsu IAP Web Portal Help Desk at 877-302-5072.
Q: I don’t remember my password.
A: If you forgot your password, you can create a new password by clicking on Forgot Password. You will be asked to enter your user name to reset the existing password. Your password will be reset, and an email will be sent to you.
Q: How can I change my password?
A: For security purposes, you can change your password at any time. Click on Login, then Change Password. You will be asked to enter your old password, a new password, and the same new password to confirm. Your password should now be changed. You may not use your email address as your user name.
Q: How do I to change my security question and answer?
A: For security purposes, you can change your security question and answer. Click on Login, then Change Security Question. Enter a new security question and answer.
Q: I cannot find my account number.
A: You should have received your account number in your welcome email from Trinity Warranty. If you cannot locate your welcome email, please call the Fujitsu IAP Web Portal Help Desk at 877-302-5072.
Q: I registered and I received a message saying my account has been successfully created but could not be verified. What does that mean?
A: If you see this message, you entered an incorrect account number and/or email address (the email you used to register with Trinity Warranty). When this happens, the Fujitsu IAP Web Portal Help Desk will manually activate your account and send you a confirmation email. This activation normally happens within a day, but if you do not get an email indicating your account is activated, please call the Fujitsu IAP Web Portal Help Desk at 877-302-5072.

Dealer Orders

Q: I can’t find the order I placed – what should I do?
A: Orders may take 2-3 business days to process. After you place your order, your distributor will assign a PO. The IAP is created the following day, and an email with a link to the IAP will be sent to you to verify the information. If everything is correct, you can forward the IAP to the equipment owner. Once the IAP is generated, you should be able to see it on the Fujitsu IAP Web Portal.
Q: I placed an order but do not see it.
A: You should be able to see the order by going to My Orders, Lookup Order. If you cannot see an order, please call the Fujitsu IAP Web Portal Help Desk at 877-302-5072.
Q: What information can I give my customer so they know their equipment is covered?
A: The Declarations page gives you all the information on the IAP. When you receive an email with a link to the IAP, please verify the information. Then you can forward the IAP to the homeowner/equipment owner.
Q: After I submit an order, how long will it take to get my declarations page with all the Extended Service Agreement (IAP) information?
A: Once an order is submitted, it can take up to 3 business days to generate the Declarations page and terms & conditions.
Q: When I received my paperwork, I noticed the model and/or serial number on my agreement is wrong – how can I fix it?
A: You will need to fill out the Updates and Cancellation Form found on the Fujitsu IAP Web Portal.

Trinity Warranty Solutions