Frequently Asked Questions
Login and Account Management
How do I log in to my E-Shop account?
To access your personal space on our E-Shop platform, please follow these steps:
- Go to https://eshop.ntn-snr.com/fr/
- Enter the email address associated with your customer account
- As this is your first time logging in, click on "forgotten password" and follow the procedure sent to you by email to set your first password
Once logged in, you will have access to all your information, orders, preferences and documents related to your activity.
I have forgotten my password, what should I do?
If you are unable to access your account because you have forgotten your password:
- Click on the "Forgotten password" link on the login page.
- You will automatically receive an email containing a link to reset your password.
- If you do not receive this email within a reasonable amount of time, contact your sales representative for assistance
How do I become an E-Shop customer?
Would you like to join our platform? There are two options available to you:
- Contact your NTN sales representative directly for quick and personalised account creation
- Fill out a request via our contact form available at the following address: https://ntn-snr.com/contactus
As this is your first time logging in, click on "Forgotten password" and follow the procedure sent to you by email to set your first password.
Can I change my personal information or preferences?
Yes, at any time. Once you have logged in to your customer area, go to the "My settings" section. There you can adjust:
- Your browsing language
- Units of measurement (metric/imperial)
- Your personal details
Can I create multiple accounts for the same company?
Yes, it is entirely possible to create multiple accounts linked to the same customer entity. This feature is particularly useful for companies working in both the automotive and industrial sectors.
Please note: the user management feature is only available to users with the "administrator" role.
To obtain this role, please contact your NTN representative.
To add a new user:
• Go to the "My Company" tab
• As an admin user, you can manage your company's users by creating new accounts, assigning roles, etc.
• Since this is the first time you are logging in, you must click on "Forgotten password" and then follow the procedure received by email to set the first password.
Please note: To assign all existing rights to a user, the admin account must also have all rights. For example, if an admin account wishes to assign the right to "add to basket", it will not be able to do so if it does not have this right itself.
Can I delegate access to a colleague?
Yes, you can delegate all or part of your account's features to another user within your company.
This allows you, for example, to:
• Assign order creation to an assistant
• Allow an accounting department to view invoices
To configure access, set it up yourself via "My Company"
How can I secure my account?
To ensure the security of your personal space:
• Choose a complex password (upper-case letters, lower-case letters, numbers, special characters)
• Never share your login details with third parties
• Remember to log out after each session
At present, two-factor authentication (2FA) is not enabled, but we strongly recommend that you change your password regularly via the "My settings" section.
Orders and Basket Management
How can I save a basket for future use?
You can prepare your orders in advance using the save function:
Add the items you want to your basket
Click on the "Save basket for later" button
The basket will be saved in your personal space, accessible via "My saved baskets"
This option is particularly useful for recurring orders or internal quotes.
Can I import an order from a file?
Absolutely. You can import a CSV file in the following sections:
Basket
My activities
Ensure that the file complies with the required format and that the column headers are in the correct order (item code, brand and quantity). A template is available for download from the E-Shop to guide you in formatting your information. Importing an order from a CSV file may take several minutes. You will receive an email once the import is complete.
You can then go to the "My saved baskets" section to find the list of your products. By clicking on the name of your file, you can view the import report and ensure that all products are included.
Finally, you will need to click on "make basket active" for all the products to be added to the basket.
Can I modify or cancel an order after it has been confirmed?
This depends on the order processing status:
Before preparation or dispatch: Modifications or cancellations are not automatic; you must contact your sales representative. They are only accepted under certain conditions.
After dispatch: you will need to discuss this with your sales representative to find a solution (return, exchange, etc.).
Can I create lists of favourites or recurring products?
In addition to saving your basket, you can create personalised favourite lists to easily find your most commonly purchased products.
To do this:
• Click on the "add to shopping list" link on each product page.
• Then go to your list in the "My favourites" section
This allows you to simplify your frequent orders and save time every day.
Can I place an order outside of business hours?
Our E-Shop platform is accessible 24 hours a day, 7 days a week. You can place an order at any time, even outside office hours.
Can I get a quote instead of placing an order immediately?
If you need internal approval or want to compare several items, you can:
• Save your basket and send it to your representative for a quote
The quote will be returned to you with the applicable pricing conditions.
Products and references
Can I obtain a technical data sheet?
Yes. For each product, you can access:
• The technical data sheet in the "Documentation" tab of the product sheet
• 3D models and essential product information
Where can I find product documentation or installation instructions?
The product sheets available on the platform contain a "Documentation" tab containing:
• Installation instructions
• Technical diagrams
• Safety instructions
Delivery and Billing
How can I track the status of my orders?
Go to the "My Orders" section on the platform. There you will find the following information for each order:
The NTN order number
The status (pending, being prepared, shipped, etc.)
The order date and amount
Where can I track my delivery?
In the "My deliveries" section, a tracking link is available once the order has been shipped.
This link will redirect you to the associated carrier and allow you to track the progress of your delivery in real time using the tracking number.
What are the delivery times?
Delivery times are defined according to your customer schedule, agreed upon when the contract was signed. To find out your delivery time:
Check the order confirmation available on the platform
Or contact your ISA representative
What is the "customer schedule"?
The customer schedule is a personalised logistics plan, defined with your company. It takes into account:
Your possible delivery days
Your supply constraints
Your delivery preferences
Can I change my delivery address?
Yes, but only at the time of ordering. You can:
Select an address that has already been saved
To add or change an address, contact your ISA representative
Can I change my billing address?
Changes to billing details can only be made by your sales representative. Contact them to update your details securely.
Can I group several orders into a single delivery?
Express orders are shipped the same day and are not grouped together.
Stock orders are consolidated on the day of grouping according to the delivery schedule established for multiple orders.
Do you deliver internationally? Which countries are covered?
NTN can deliver internationally according to the agreements established with your company. For a list of countries served, please refer to your contract or contact your sales representative.
Delivery times, costs and conditions may vary depending on the destination.
Product Search and Compatibility
How do I search for a product by reference number?
Enter the following directly into the search bar:
An NTN or SNR product reference
A competitor's reference number
Our search engine will automatically suggest the equivalent NTN or SNR product, if available.
Can I search by technical specifications?
Yes, using the section on the left of your screen when you are in a product category. Advanced filters are available:
Dimensions (diameter, width, etc.)
Bearing type
Field of application
Operating conditions (temperature, environment, etc.)
How to find an equivalent to a competitor's part number?
Simply enter the competitor reference in the search field or directly in your basket. The platform will automatically suggest an equivalent NTN or SNR product if a match exists.
If this is not the case, you can contact your representative.
I am looking for a part for a vehicle. How do I do this?
Go to the category of the product you are looking for, then use the "brand" and "vehicle model" filters on the left of your screen.
Pricing and Billing
Can I simulate an order to see the total price (including delivery)?
Yes. By adding products to your basket, you can:
• See the net prices according to your commercial terms
• View estimated shipping costs before confirmation
This feature allows you to simulate an order without obligation and obtain a budget estimate.
Where can I view my invoices?
Once you have logged into your personal account, go to the "My documents" section.
There you will find:
• All your downloadable invoices
For your information, credit notes are not available directly on the E-Shop; you must contact your sales representative to use them.
You can sort documents by date or reference.
Product Availability and Technical Information
Why can't I find a product?
A product may not appear in your search for several reasons:
It is not available in the catalogue or cannot be sold through the E-Shop.
There is an error in the reference number
Check your entry or contact your sales representative for clarification.
Why is a reference not in stock?
There are several possible explanations:
The product is temporarily out of stock
It is a special order or available on request
In all cases, alternatives can be offered by the platform
Why is the price of a product not displayed?
This may indicate that your account does not have pricing terms for this specific product. In this case:
Contact your representative, or click on "Request a quote" if this option is available to obtain a price
What should I do if a product is unavailable?
You have two options:
Select an equivalent product that is automatically suggested
Contact your sales representative to find out about delivery times or explore an alternative solution
What types of packaging are available?
Depending on the nature and volume of your order, several types of packaging are available:
Single box: individually packaged product
Bulk: grouped products, without individual packaging
Carton: cardboard packaging of individual boxes, suitable for larger orders
Assistance and Support
How can I contact my ISA representative?
You can contact your ISA representative:
By email or telephone
Or via a direct contact link integrated into your account on the platform, if available
What should I do if I encounter a technical problem with the website?
If you encounter an anomaly or the website is not responding:
Clear your browser cache
Try logging in using a different browser or device
If the problem persists, contact:
Technical support
Or your ISA representative for prompt assistance