Frequently Asked Questions

Navigating your Back Office
Getting Started

Under the help tab is a walkthrough “getting started” with embedded links to guide you directly to the location of each discussed topic. This is the most practical place for any new system user to start, and by default appears as a link on new enrollments dashboards for their first 60 days. Taking you through topics including updating account info, checking order history, finding commissions and your downline, this helpful guide will direct you to the pieces of information you need to know the most.

VIDEO - First Steps: Verifying your information


Video transcript:

“The very first steps you’re going to want to want to take when logging into the system is to verify that all of your information is correct. Head to the account tab of your back office and check to make sure that your name, ID number, rank, location and sponsorship and placement are all displaying correctly. Before moving to the rest of your back office, take a moment to upload a photo so you’re represented to your upline and on your replicated site.


Look to see that your stored payment methods have been added successfully and that the payment information on file is accurate. Make sure the accounts are correct by checking the final digits on the bank account or credit card number and that nothing is expired or has the wrong zip code. Each of these can be easily updated by selecting one of the two icons to the right. Choose the pencil tool to edit and the trash can icon to delete. Add new payment method by choosing the button at the top.


Confirm your zone and automatic placement preference are set the way you want them to be. Here you can also take a moment to update your username, which is the link to your replicated site.


Double check to make sure that your transferred smartship information is correct. Verify run date, payment type and order total, if you want to make any edits you can do this by choosing the pencil icon to the right, also deactivate or delete by selecting one of the other two icons. 


VIDEO - Navigating your Back Office - Team


Video transcript:

“The path to success with Kannaway’s back office begins with finding the tools to help you grow your business. Perhaps none of these are more important than knowing where and how to find your downline. This video will cover the team section of the back office, and point out the areas that are important to you for maintaining your organization.


There are many ways to create a new enrollment in the system but immediately after completing any of them, these new BAs will appear in the waiting room. This new function can be considered as a holding tank for your new enrollments. It lists their vital information and offers you the chance to place the BA somewhere in your organization. 


The interactive tree view offers you the ability to view your downline in a whole new way. Setup in the same style as a generational family tree, it will allow you to view the branches of your entire downline in an easy to understand display.


Node view is a familiar tool which can be used by expanding each ‘node’ of the tree to view that particular persons structure information. Easily see their volume and downline information by clicking the plus buttons to the left.


My downline is a practical list view displaying all of your personally sponsored and placed members of your organization. Here you can search for a particular member of your team or search for a group of members by filtering through these various options. View their contact information, rank, level and volume all in one place. You’re even able to open up their personal profile to view order history and other vital information.


My customers houses all information about your personal customers including being able to view their profile and order history.


This is the team section of the back office, if you are looking to find out something about your downline it can often be accomplished in any one of these tabs.”


VIDEO - Navigating your Back Office - The business tab


Video transcript:

“The business section of your back office gives you access to all the financial aspects of your business as well as important information on what’s happening in your downline.


Foremost, the new ewallet feature is a flexible way to determine how and when you want your commissions to pay. They can now be kept online for future orders, or paid out as always through PayQuicker, or any new available options which may be upcoming. Wallet balance will show total amount to be paid out, while available funds will show whether or not this amount can be used for orders, depending on your payment preference selection.


In commission history you’ll be able to view all historical payments from customer sales and downline commissions. Easily find a single commission or group of commissions by filtering with options such as period, payout date, frequency, as well as rank when earned and status of the payment. 


This weekly commissions report will update continually as weekly commissions are earned. A big benefit of the new Kannaway system is being able to see all commissions post in a much shorter period after the sale is made. Find information from all weekly bonuses in the comp plan, what you have earned, and when it’s set to payout.


In the same manner as the weekly commissions report, the monthly commissions report updates as the month progresses, though not all commissions will show as some are not calculated until the close of the commission period. These periods will show as open until they are closed on payday.


My smartship is a dedicated page to adding, editing and viewing your current setup SmartShip. Easily see which SmartShips you have setup already and their information including nickname, ship day of the month, payment type and total amount. Easily activate, deactivate or delete SmartShip setups using the buttons to the right. 


The group orders tab displays all recent orders from your entire downline, including placed members. Here you can easily search for an individual order by typing a name or order number into the search field. Filter for a group of orders by selecting date range, paid and shipped status, by rank, level or channel. Channel gives you the ability to view orders placed as a regular shop order, enrollment order or an order that was an autoship. Any combination of filters will continue to narrow down search results.


Customer orders like group orders will show all orders that have been placed by your personally sponsored customers. Use the field to search for a particular order, or filter to find a group of orders. You’ll be able to easily view the order number, date, information of the person ordering, order total, BV attached to the order, and the paid status.


My gift cards displays all available and already redeemed gift cards. Easily copy the gift card number to share it with anyone you want to be able to use it. You’ll see the gift card number, dollar amount, date purchased, expiration date and if used, the name of the person that used it.


If you need to be able to bill your invoices to your company, you can set your preferences for self invoicing in the account tab under settings.


Marketing materials will house the same materials always available to you in your back office. Easily download and share these materials anywhere.


The compensation plan in the header is a quick way to download the newly redesigned Kannaway compensation plan, your road map to success in building your business.”


VIDEO - Navigating your Back Office - Your account


Video transcript:

“The account tab of your back office displays all of your important account information. Here you’ll be able to set all your personal preferences and make adjustments to address data and contact info. The first tab is labeled as “your account” and is a summary of all vital information. Here you can view rank, login information, location, sponsorship and placement information as well as other vital account data. You will also be able to find your replicated site link and set your preference for paying commissions out through payquicker.


Settings is the control center for all of this important account data. Update your location information, automatic placement preference rules, as well as profile information including username / replicated site link, contact info, and your home and shipping addresses.


Change password is a straight forward tab, allowing you to quickly update to a new password. If you have forgotten your password, you’ll want to choose the forgot password link on the system’s login screen.


Referral links is a new feature in the system designed to help you share and create new enrollments. Choose either your replicated site at the top, or any one of our most popular Kannaway links by selecting the copy button underneath the link. When shared, anyone that opens the link will be directed to that material, but linked to your account, so when they go to enroll or place an order they will be sponsored by you.


Order history will show all the orders you have personally placed on your account. Search for a particular order by entering the order number in the search field at the top, or find a group of orders by filtering by date and paid or shipped status. On each individual order you’ll find order number, date, payment type, BV, whether or not there were any gift cards attached, and the paid status of the order. Open the individual order information to view complete order details, including shipping and billing information, as wel las order contents and total. Please note, invoices will not be available until the order is marked as shipped.


Replicated site customization is the place to make your replicated site your own. When complete, copy and share your replicated site link from the top of the page. Before you do, take a moment choose a custom banner, list your favorite products, and answer a few questions about why you want to share Kannaway with others.


Payment methods displays all of your saved payment information and gives you an area to add new information to your account. Here you can have multiple payment types available at one time. View individual payment type, associated account number, expiration date and zip code of the payment type, as well as the date it was added to the account. Edit or remove all information by selecting one of the two icons to the right.


All of our available training and shareable videos can be found in the video gallery in your back office. Make your way through each tab to view the categories of videos available.”


VIDEO - Setting up your SmartShip

Click here to setup your SmartShip.

 


Video transcript:

“Enrolling in SmartShip is the best thing you can do for yourself and your business. The foremost benefit is that it ensures that you have a regular supply of your favorite products and never run out. In addition, it’s the easiest way to fulfill monthly personal volume requirements enabling you to fully maximize everything the comp plan has to offer.


The new smartship section of your backoffice makes creating and managing smartships easier than ever. To add a new SmartShip, begin by choosing the add smartship button on the smartship setup page. You’ll first be asked to assign a nickname and choose a run date for your smartship. After that, you’ll be prompted to choose a date. Please note, that smartship setups in the new system are limited to the first 28 days of the month. After verifying that your personal information is correct and set your delivery address if different than home address, choose next to add products to the cart.


Decide which products you want on your setup and click add to include it to the cart. Review at the bottom of the page to make sure your setup is exactly as you’d like it to be, then choose next.


Here you’ll be able to choose from existing payment data, change payment type, add new payment data, or pay fom your eWallet. 


Review the entire order, select to accept terms and conditions, and save the SmartShip. This new smartship setup will appear in the list of smartships.”



VIDEO - eWallet

eWallet balance and information can be found here.



Video Transcript:

“The new Kannaway ewallet is a flexible way to determine how and when you want your commissions to pay. They can now be kept online for future orders, or paid out as always through PayQuicker, or any new available options which may be upcoming. 


The eWallet page will allow you to view and filter for all credits and debits from commissions activity. Search for a particular date range by choosing from date and to date, or for a particular status. Wallet balance will show total amount to be paid out, while available funds will show whether or not this amount can be used for orders, depending on your payment preference selection. A typical scenario would be if the wallet balance had a total amount, but the available funds says zero. This means that commissions are set to be paid out automatically through PayQuicker.


It is possible for your wallet balance to accrue over time, if you have not selected to pay out via payquicker your wallet balance will continue to rise until you either spend it on an order or choose to payout commissions.


The preference to automatically pay out commissions can be found in “your account” underneath the link to your replicated site. Here you can see your current payment preference or adjust if you’d like to change. If you have not already created an account with payquicker, just choose create payquicker account to begin the process. If you have not already paid for a payquicker card you will be forced to checkout for one at that time.


Using the ewallet to pay for orders when checking out is  fast and easy. After creating a new order just mark “pay from eWallet” when you are completing payment information for your order.”


VIDEO - Gift cards

Available gift cards can be viewed and shared from here.



Video transcript:

“Gift cards are a fast an easy way to encourage new enrollments. They can easily be added by checking out for them in the store, which will automatically place them in the gift cards section of your back office.


Here you can view the individual gift card number, value of the card, the date the card was received, the expiration date for the card (if applicable) and whether or not it has been redeemed, and who it’s been redeemed by.


To share a gift card, simply copy the card number and pass it to whomever you want to receive the discount. As always, gift cards can only be redeemed on new enrollments.


To check out with a gift card, simply begin the order, and enter into the gift card field before choosing next.”


VIDEO - Group orders and customer orders

Orders from your entire group are visible here.


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Video transcript:

“Group orders and customer orders are two newly redesigned sections of your back office to help you more effectively follow and understand what’s happening in your downline. All important information from your entire group’s orders can be found here.


Foremost, the search bar gives you the ability to find a particular order or particular person’s orders by looking for the individual information. If you’d like to find a group of orders in your downline, you can use the filtering options to narrow your results. Order “from date and to date” will let you limit order results by date range. Status, additionally, will show orders which are unpaid, have been paid, printed and shipped, and any cancelled orders as well.


Paid rank will give you the ability to see orders from only those which have attained a certain rank or group of ranks in your downline, while placement and sponsor level will reduce results to a particular level below you. Channels is an extremely helpful filter option as you will be able to see whether the order was placed as a new enrollment order, a regular shop order, or as an autoship.


Any results will show you order number, order date, the buyer information and their rank, as well as sponsorship and placement level, BV amount of the order and paid / shipped status. Many of these things are available in the customer orders view though limited to just the customers in your organization.”


VIDEO - Order history

Click here to find your entire order history.


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Video transcript:

“Your complete order history can be found in the account tab of the back office. Here you can easily find a particular order by searching for order number, or a group of orders by filtering for date or status. Filtering by date will show you only orders which have been placed in the date range selected. Status will allow you to see orders which are paid, unpaid, printed / shipped, or cancelled. Any combination of these filters will limit the results to a more specific group.


Selecting the individual order will bring up complete order details, where you can see total amount paid, order date, shipping and billing information as well as the products listed on the order and total costs associated with the order. Invoices can also be found, but please note, they will not be available until the order has shipped. Export your order history to save an offline copy of all orders placed.”


VIDEO - Customizing your replicated site

Your replicated site name can be adjusted by changing your username information here.



Replicated site customization can be achieved here.



Video transcript:

“Your complete order history can be found in the account tab of the back office. Here you can easily find a particular order by searching for order number, or a group of orders by filtering for date or status. Filtering by date will show you only orders which have been placed in the date range selected. Status will allow you to see orders which are paid, unpaid, printed / shipped, or cancelled. Any combination of these filters will limit the results to a more specific group.


Selecting the individual order will bring up complete order details, where you can see total amount paid, order date, shipping and billing information as well as the products listed on the order and total costs associated with the order. Invoices can also be found, but please note, they will not be available until the order has shipped. Export your order history to save an offline copy of all orders placed.”


VIDEO - Waiting Room

Find the waiting room here.



Video transcript:

“Waiting room is another new feature in your Kannaway back office. Found in the “team” tab, this can be thought of as a “holding tank” for all of your newest enrollments. Immediately after beginning with Kannaway all new BAs will appear in the waiting room and stay there until you choose to place them. 


It’s an easy spot to begin a new enrollment by choosing the “Enroll New” button at the top of the page. After this is done of course the new enrollment will be displayed here with their name and ID number, sponsorship information, date of enrollment, and end date to be able to place the person. You can begin placement by choosing the plus icon to the right of the new enrollment’s information. Here you can select to either keep the person first level to you or place them under another BA in your organization.


Also new to the system is automatic placement preferences. If selected, at the end of 7 days if you have not chosen to either place your new BA or keep them first level, they will be placed automatically in your organization. This preference will place the new BA under the newest enrollment in your team in the lowest volume leg. This preference can be adjusted in the settings tab under account in your back office.”


VIDEO - Referral Links - Sharing your referral links

Referral links can be copied here.



Video transcript:

“Referral links are a new and easy way to share Kannaway information and create new enrollments. Found in the account tab, all the links which are included here have embedded in them your Kannaway rep ID number, so when shared, anyone who clicks on them will be automatically associated with your ID. When they go to make a purchase or enroll as a BA they will automatically be sponsored by you.


Simply find the link you want to share and click the icon to copy the link. From here you can share it anywhere and begin making new enrollments right away.”


Events
How Do I Register for Event Tickets ?

Kannaway.com/events

Orders & SmartShip
VIDEO - Setting up your SmartShip

Click here to setup your SmartShip.

 


Video transcript:

“Enrolling in SmartShip is the best thing you can do for yourself and your business. The foremost benefit is that it ensures that you have a regular supply of your favorite products and never run out. In addition, it’s the easiest way to fulfill monthly personal volume requirements enabling you to fully maximize everything the comp plan has to offer.


The new smartship section of your backoffice makes creating and managing smartships easier than ever. To add a new SmartShip, begin by choosing the add smartship button on the smartship setup page. You’ll first be asked to assign a nickname and choose a run date for your smartship. After that, you’ll be prompted to choose a date. Please note, that smartship setups in the new system are limited to the first 28 days of the month. After verifying that your personal information is correct and set your delivery address if different than home address, choose next to add products to the cart.


Decide which products you want on your setup and click add to include it to the cart. Review at the bottom of the page to make sure your setup is exactly as you’d like it to be, then choose next.


Here you’ll be able to choose from existing payment data, change payment type, add new payment data, or pay fom your eWallet. 


Review the entire order, select to accept terms and conditions, and save the SmartShip. This new smartship setup will appear in the list of smartships.”



3 for Free


3 for Free is an easy way to earn the same Kannaway products you take everyday for absolutely free! The concept is easy, sell to three customers in a single month and on the following month, earn the average of their orders for free!

The 3 for Free program is changing to make it a little more flexible, and ultimately more user friendly.

  • The foremost improvement is the ability to see your available 3 for Free amount in your order cart. Already calculated for you, the order will simply need to be placed, no math involved
  • You will no longer need to setup your order via SmartShip to be able to receive the free amount. 3 for Free amounts earned can be redeemed on one time orders during regular checkout or as always on your SmartShip order.
  • Previously 3 for Free orders must have been the same amount or less than the available free volume earned, this is no longer the case. Now, 3 for Free available volume is useable on an order of any amount. The price and BV will be reduced by the free amount, and the remaining balance of the order can be paid.
  • 3 for Free volume will be calculated only on your top three customers with orders over 28BV, so if you have many customers in a single month, the volume amount will be calculated by taking the average of the three largest customer orders

To calculate 3 for Free, the scale of 1BV to $1.5 and 1BV to €1.3 can be used. This means that for every BV you've earned in free volume, it will equate to $1.50 available to check out with a product. For instance, if you were trying to purchase a Premium Oral Applicator at $170.99, you would need at least 115BV in free volume to cover the total cost.

How is SmartShip Rewards earned?


Perhaps the most exciting new program being introduced along side the new Kannaway platform is SmartShip rewards. This program encourages consistent SmartShip setups by offering rewards for consecutive months.

Those who have earned SmartShip Rewards are eligible for

  • Free shipping on all SmartShip orders
  • Access to new items before the rest of the field
  • $1 BA fee enrollments for all SmartShip rewards earners (with qualifying Jr Executive, Sr Executive, or Total Product experience Value Pack order)

The requirements for SmartShip rewards are as follows:

  • Maintain an active SmartShip for 3 consecutive months, at a minimum of 110 BV each
  • Following earning SmartShip Rewards, you must have a monthly SmartShip of at least 110BV paid in order to continue to earn

This new program should be pretty straight forward and offer a much-requested benefit, free shipping. Important to note: 3 for free paid orders will NOT count as a paid SmartShip order. 

What forms of payment does Kannaway accept?

In the United States, Kannaway accepts Visa, Mastercard, and Echeck forms of payment. In the EU, most major credit cards are accepted except for American Express. Bank wire is an additional option for EU.


You can update your payment methods on file here.

General
How do I login? What if I forgot my password?

From the homepage of the website you can login to your Kannaway account by choosing "Login" in the header in the top of the page, or by directing to https://kannaway.com/login.html.


At login, use your ID number or username and password to login to your account. 

If you have forgotten your password, use the "Can't remember your password?" link below login to enter your email address and recover your password.

After entering your email address, you will receive an email from the Kannaway system with a link to click and reset your password.

How can I support Echo?

ECHO is an independent, non-profit organization that Kannaway has proudly chosen to support to continue to spread the message of well being through cannabinoids. The core beliefs of Echo are Education, Collaboration, and Hope. These beliefs align perfectly with the purpose that lies behind everything Kannaway does.


You can choose to support Echo by making one time donations by checking out in the store with a donation or to make a regular donation, add one to your SmartShip so you can continually support every month.


For more info about ECHO or to Donate to please visit www.echoconnection.org.

Does Kannaway have an App?

Yes! Now introducing Kannaway Connect.


The Kannaway app is available for download on both Android in the Play store and on iOS via the app store! Just search "Kannaway Connect", download, and use your existing Kannaway account login information to login.

What is the difference between a preferred customer and a retail customer?

With Kannaway, you can enroll as a Retail Customer, Preferred Customer, or Brand Ambassador. Signing up as any of these will create your Back Office account with Kannaway, where you can place orders, update personal information, and learn more about Kannaway and our products. To create a new account, click here.

 

A Retail Customer is somebody who places an occasional order, is not set-up on SmartShip and pays the full retail price for the products.

 

A Preferred Customer agrees to and is placed on a monthly auto-shipment, SmartShip, and gains access to discounted products and promotions. A preferred customer must keep SmartShip active to continue to receive the preferred pricing.

 

A Brand Ambassador has the ability to earn commissions with Kannaway. This membership does come with an annual fee of $54.98 that gives you access to discounted products at all times and all Kannaway promotions or sales. No monthly auto-ship is required for this account status. 

How do I find a sponsor?

We are so excited to hear about your interest in joining the Kannaway family! How did you hear about Kannaway? Was it from a friend or relative? If so, reach out to that person, they would more than likely be happy to help answer your questions, make some suggestions, and assist in placing an order.


If you happened across Kannaway through some other channel and do not know any Kannaway distributors best bets would be to search for Kannaway groups on social media in your area.


Additionally, if you'd like to be placed with a sponsor, you can reach customer support at (858) 500-3144 or online at Support@Kannaway.com.

Support Contact Information and Hours

United States:

7:30AM - 5:30PM PST Monday - Friday

Support@Kannaway.com

858-500-3144


Available via live chat M-F 8:30AM - 5PM Monday - Friday


Europe:

9:30AM - 5PM, Monday - Friday

SupportEurope@Kannaway.com

English: +48 22 299 82 00

French: +48 22 299 82 01

German: +48 22 299 82 02

Czech: +48 22 299 82 03

Polish: +48 22 299 82 04

Hungarian: +48 22 299 82 05


Kannaway Europe B.V.

Singel 250, 1016AB Amsterdam

The Netherlands

Products
Where can I find current lab results for Kannaway's products?
Lab results for all current batches can be found on the product information page here.
FDA Disclosure

Since none of Kannaway’s products are approved by the FDA, we cannot make any medical claims regarding their specific health benefits. Our products are intended to help improve your overall health and wellness. Be sure to consult a physician before beginning to use a CBD supplement or for any health-related concerns.


These statements have not been evaluated by the FDA and are not intended to diagnose, treat or cure any disease. Always check with your physician before starting a new dietary supplement program. Most work-place drug screens and tests target delta9-tetrahydrocannabinol (THC) and do not detect the presence of Cannabidiol (CBD) or other legal natural hemp-based constituents. However, studies have shown that eating hemp foods and oils can cause confirmed positive results when screening urine and blood specimens. Accordingly, if you are subject to any form of drug testing or screening, we recommend (as does the United States Armed Services) that you DO-NOT ingest our products. Prior to consuming these products consult with your healthcare practitioner, drug testing company or employer. This product is not for use by or for sale to persons under the age of 18.

Return & Refund Policy

Kannaway's Return and Refund Policy can be found here.

How many milligrams of CBD are in a full-size container of Salve?

We carry a few different size options when it comes to our Salve. Our most popular is the 1.3 oz container which contains 50 mg of CBD per jar. To find out more about the Salve and other products, please visit the store here.


What are the ingredients in the vegan capsules?

The ingredients for the vegan capsules are as follows:

  • Hydroxypropyl
  • Purified Water
  • Sobitol
  • Silicon Dioxide
  • Methylcellulose

Which countries are Kannaway's products available in?

Kannaway's products are accessible in the following countries:


  • Austria
  • Belgium
  • Bulgaria
  • Canary Island
  • Croatia
  • The Czech Republic
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Greece
  • Hungary
  • Ireland
  • Italy
  • Jersey Island
  • Latvia
  • Liechtenstein
  • Lithuania
  • Luxembourg
  • Malta
  • Monaco
  • Netherlands
  • Norway
  • Poland
  • Portugal
  • Reunion Island
  • Romania
  • Slovakia
  • Slovenia
  • Spain
  • Sweden
  • Switzerland
  • United Kingdom
  • United States of America