F.A.Q.

Frequently Asked Questions and Answers

User Manual

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

Account Management (Registration/Login/Password)

Q: My login doesn’t work – who do I call?
A: First check to see that you’re entering your user name and password correctly. Passwords are case sensitive.
Second, make sure you received a confirmation email about the activation of your account.
If you are still unable to log in, please call the Trinity Dealer Portal Help Desk at 214-379-7162
and ask to speak with the Dealer Portal Help Desk.
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 sent to you.
Please refer to section 5.3 in the Trinity Dealer Portal User Manual for more information.
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. Please refer to section 5.4 in the Trinity Dealer Portal User Manual for more information.
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. Please refer to section 5.5 in the Trinity Dealer Portal User Manual.
Q: I can’t find my account number.
A: You should have received your account number in your welcome email from Trinity Warranty.
If you can’t locate your welcome email, please call the Trinity Dealer Portal Help Desk at 877-302-5072 and ask to speak with the Dealer Portal Help Desk.
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 as a dealer).
When this happens, your information is sent to the Dealer Portal Help Desk, and we will manually activate your account and send you a confirmation email.
This activation normally happens within a day, but if you don’t get an email indicating your account is activated,
please call the Trinity Dealer Portal Help Desk at 877-302-5072 and ask to speak with the Dealer Portal Help Desk.

Enrolling

Q: How do I enroll?
A: To enroll as a dealer, go to coolcare.trinitywarranty.com and click on Enroll under Dealer 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 doesn’t 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 showing Trinity Warranty as the certificate holder.
We also need your workers’ compensation information (in some cases this is not required). Once you have all your information, click on Send Enrollment.
Please refer to section 4 in the Trinity Dealer Portal User Manual for more information.
Q: Who do I contact if I enrolled but didn’t get my welcome email within 3 days?
A: It typically takes 2-3 business days at most to process your enrollment. If after 3 days you haven’t received your welcome email and program guide,
please call the Trinity Dealer Portal Help Desk at 877-302-5072 and ask to speak with the Dealer Portal Help Desk.
Q: What is the difference between Dealer Enrollment and Dealer Portal Registration?
A: Dealer Enrollment: This is where you enroll in the Trinity Extended Warranty Program. You must enroll first in order to sell Extended Service Agreements (ESAs)
to your customers. You must also enroll as a dealer before you can register for the Dealer Portal.
Dealer Portal Registration: If you wish to view/place orders, lookup Extended Service Agreements (ESAs) and view claims, you must register with the Dealer Portal.
You only need to register once.
Q: Do I need to enroll as a dealer before registering for the Dealer Portal?
A: Yes, you must enroll to become a dealer before you can register for the Dealer Portal. Please refer to section 4 in the Trinity Dealer Portal User Manual.
Q: Why do I need to give you a W-9 form?
A: If you perform service work on the equipment covered by the Extended Service Agreement (ESA) and file a claim with us,
the money you receive from that claim is considered income so we need a W-9 to pay you.
Q: 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 Extended Service Agreement (ESA),
you are considered a subcontractor for Trinity Warranty so we need your insurance information.
Q: My upload doesn’t work, what should I do?
A: If you are unable to upload your W-9 or Certificates of Insurance,
please call the Trinity Dealer Portal Help Desk at 877-302-5072 and ask to speak with the Dealer Portal Help Desk.

Agreements/Orders

Q: I can’t find an agreement – what should I do?
A: Once an order is placed it may take 2-3 business days to process. The order is transmitted to the CoolCare Warranty Department, where it is processed.
An agreement number is also generated at the same time. Once this agreement number is generated, you should be able to see it on the Dealer Portal.
Q: I noticed the model and/or serial number on my agreement is wrong – how can I fix it?
A: Please call the Trinity Dealer Portal Help Desk at 877-302-5072 and ask to speak with the Dealer Portal Help Desk.
Q: I incorrectly added a complete system to my order. How can I remove it?
A: If you incorrectly added a complete system and need to remove it, on the Place Order page, click on Remove? (Under LIST EQUIPMENT TO BE COVERED).
You will be taken to the previous page, and after “Does this order include a Complete System,” click on No. You will now be able to add individual components and/or accessories.
Q: I added one component in the order, but want to add another accessory. What should I do?
A: To add more individual units or accessories, under LIST EQUIPMENT TO BE COVERED, there is a drop down menu for Number of Units.
Click on the drop down menu and select the number of units you wish to order.
Q: I placed an order but I can’t see it.
A: You should be able to see the order by going to Orders, Lookup Order.
If you can’t see an order, please call the Trinity Dealer Portal Help Desk at 877-302-5072 and ask to speak with the Dealer Portal Help Desk.
Q: What information can I give my customer so they know their equipment is covered?
A: Once you place an order and it is processed by Cool Care and accepted by Trinity Warranty, an agreement number is generated,
and the Declarations and Terms & Conditions pages are created. The Declarations page gives you all the information on that Extended Service Agreement (ESA).
These pages will be sent to you and you can forward the pages to the homeowner/equipment owner. There should be a 1-page copy of the Declarations page for you to keep for your records.
Q: After I submit an order, how long will it take to get my declarations page with all the Extended Service Agreement (ESA) information?
A: Once an order is submitted, it can take up to 5 business days to generate the declarations page, not including the time it takes in the mail.