Your Account

Create and manage your HelpingHand account to place orders, view your history, and keep your details up to date.

Overview

Your HelpingHand account is your gateway to the food bank service. Once registered, you can browse available items, place orders, and track your order history. Your account also stores your personal details which may be used to determine your points allowance or tailor the items available to you.

Key Concepts

• Account -- your personal login to the HelpingHand system, linked to one email address.
• Pickup location -- if your food bank uses pickup locations, this is the collection point where you pick up your order. You choose one during registration and can change it later. Not all food banks use this field.
• Verification -- after registering you must verify your email address before you can place orders.
• Auth code -- some food banks require an 8-digit authorisation code from a referrer before you can register. See Referral for details.

How It Works

Registering a new account

1. Go to the registration page and fill in your details:
   • Referrer authorisation code (if required by your food bank) -- enter the 8-digit code supplied by your referrer.
   • First name and last name.
   • Email address -- this becomes your login username. You will receive a verification email.
   • Phone number -- enter a number with area code (for example 09 or 021). Some food banks make this optional.
   • Address fields -- house number, apartment number (optional), street name, suburb, and postcode / zip code. Some food banks make these optional.
   • Ethnicity -- select from the dropdown. Shown on some food banks only.
   • Number of children and number of adults (if shown) -- helps the food bank understand your household size. Not all food banks display these fields.
   • Registration question -- some food banks include a custom question. Answer if shown.
   • Terms and conditions -- read the terms carefully, then tick the checkbox to agree.
   • Pickup location -- if your food bank uses pickup locations, choose the collection point closest to you. Each location shows its name, address, and pickup times. This field may not appear for all food banks.
   • Password -- create a strong password that includes a mix of uppercase letters, lowercase letters, numbers, and symbols (e.g. !@#$%). Do not reuse a password from another website. A good password is at least 8 characters long and is unique to your HelpingHand account.
2. Click Next, verify your email... to submit the form.
3. Check the email inbox of the email address you registered with for a verification email and click the link to confirm your address. If you cannot find it, check your spam or junk folder. If it is there, mark it as "Not spam" or move it to your inbox so that future emails from HelpingHand are delivered correctly.

Logging in

1. Go to the login page.
2. Enter your email and password.
3. Tick Remember me if you want to stay logged in on this device. When enabled, a cookie is stored in your browser that keeps you logged in for up to 365 days, so you do not need to enter your email and password each time you visit. If you clear your browser cookies, or use a different browser or device, you will need to log in again. Do not use this option on a shared or public computer.
4. Click Login.

If you have forgotten your password, click Forgot password? on the login page. Enter your email address and an email will be sent to that address containing a link. Open your email application (e.g. Gmail, Outlook, Yahoo Mail), find the email from HelpingHand, and click the link to set a new password. If you cannot find the email, check your spam or junk folder. If it is there, mark it as "Not spam" or move it to your inbox so that future emails from HelpingHand are delivered correctly.

Email verification

After you register, a verification email is sent to the address you provided. Click the link in that email to verify your account. You need a verified account to place orders. If you do not receive the email, check your spam or junk folder. If it is there, mark it as "Not spam" or move it to your inbox so that future emails from HelpingHand are delivered correctly. If you still cannot find the email, contact your food bank for assistance.

Common Tasks

Viewing your account dashboard

Click My account in the top navigation bar. The dashboard shows your name, email, and verification status. From here you can:

• Edit your profile.
• Change password.
• Access Order history.
• Access Personal information.

Editing your profile

1. Go to My account and click Edit, or select Personal information from the sidebar.
2. Update any of the following:
   • First and last name.
   • Ethnicity (if shown).
   • Address (house number, apartment number, street name, suburb, postcode / zip code).
   • Number of children and number of adults (if shown).
   • Pickup location (if applicable).
3. Click Save to apply your changes.

Note: your email address and referrer details cannot be changed from the profile page.

Changing your password

1. Go to My account and click Change password, or select Change password from the sidebar.
2. Enter your current password.
3. Enter your new password and confirm it by typing it again. Choose a strong password that is at least 8 characters long and includes a mix of uppercase letters, lowercase letters, numbers, and symbols (e.g. !@#$%). Do not reuse a password from another website.
4. Click Save.

Resetting a forgotten password

1. On the login page, click Forgot password?
2. Enter your email address and submit the form.
3. Check the email inbox of the email address you registered with for a password reset email.
4. Click the link in the email.
5. Enter your new password and confirm it by typing it again. Choose a strong password that is at least 8 characters long and includes a mix of uppercase letters, lowercase letters, numbers, and symbols (e.g. !@#$%). Do not reuse a password from another website.
6. Click Save. You can now log in with your new password.

Viewing your order history

1. Go to My account and select Order history from the sidebar.
2. The order history grid shows the following columns:
   • Number -- your order number (clickable link).
   • Order placed -- the date you placed the order.
   • Status -- the current state of the order (for example New, Fulfilled, or Cancelled).
   • Pickup date -- the scheduled pickup date (if applicable).
   • Value -- the point value of the order.
   • Recipient -- the number of adults and children on the order (if shown by your food bank).
   • Actions -- click Show to view the full order.
3. You can sort the grid by clicking on column headers.

Viewing an order

Click the order number or the Show button on any row in the order history grid. The order detail page displays the items you ordered, quantities, totals, and your scheduled pickup date.

Repeating an order

From the order detail page, click the Repeat order button. This copies all items from that previous order into your current cart. If any items are no longer available or out of stock, they are skipped and you will see a message listing what was left out. You are then taken to the cart summary to review and adjust before checking out.

Cancelling an order

If your food bank allows cancellations, you will see a Cancel order button on the order detail page. Cancellation is only available if:

• The food bank has enabled customer cancellations.
• Your order is still in the "new" state.
• The current date is before the cancellation deadline (a set number of days before the pickup date).

Click the button and confirm when prompted. You will see a success message once the order is cancelled.

FAQ

Can I register with the same email on more than one food bank? Yes. If a different HelpingHand food bank uses the same system, your existing login credentials are shared automatically. You do not need to create a new password.

Why do I need an authorisation code? Some food banks operate on a referral-only basis. The code grants you access to register. See Referral for more information.

What if I cannot see a pickup location near me? (pickup mode only) The available locations are set by your food bank. Contact them directly if none of the listed locations are convenient.

Can I change my pickup location after registering? (pickup mode only) Yes. Go to My account, click Edit, and select a different pickup location from the dropdown.

What happens if I forget my password? Click Forgot password? on the login page. You will receive an email with a link to set a new password. The link expires after a period of time, so use it promptly.

Why was my repeat order missing some items? Items that are disabled, out of stock, or no longer available are skipped when you repeat an order. A message tells you which items were left out.