ADI + BTX INTEGRATION FAQs

What is happening? Why is my point of purchase changing? 

As part of bringing the BTX and ADI organizations together, BTX will transition all business operations to ADI on October 27, 2025. Starting that date, all purchases, support, and product inventory will be handled through ADI.

What does this mean for me?

As a valued customer, we’re committed to making this integration as seamless as possible. Have questions about this change? Reach out to ProAVSales@ADIGlobal.com.

When will I no longer be able to make purchases on the BTX website?

The last day to place orders at BTX is October 23, 2025  October 23, 2025. 

1. Should I sign up with ADI through their standard process?
   No. A pre-approved account has been created for you using your BTX account information. Please do not use the standard ADI sign-up process, as this may delay your access. ADI account activation instructions were sent to you via email. If you are having trouble locating that email, please email ProAVSupport@ADIGlobal.com for assistance.

2. What information is required for me to sign up with ADI?  
   None! Your account information has been pre-populated with the necessary information from your BTX account. All you need to do is activate your ADI account by resetting your password. If additional details are needed from you, our team will reach out.

3. How do I file or complete the tax exemption form?
   You will need to submit a new tax certificate to USTaxMailbox@adiglobal.com. Please complete the supplier name with “Resideo LLC dba ADI” or “ADI”.

4. What policies apply when doing business with ADI?
   To learn more, visit the links below:
        o    ADI Terms & Conditions
        o    ADI Privacy Policy

5. I have an ADI account, but I don't have a website login. What do I do?
   Easy! Create your web login for the ADI website HERE.

6. How do I find my local ADI store?
   Your ADI store information is listed in your account dashboard on the ADI website. You can also use the store locator, which can be found HERE.  

7. I don’t remember my ADI login ID or password. What do I do?
   On the sign-in page for “My Account” on adiglobal.com/us, utilize the “Forgot username or password” under the sign-in button. If you continue to experience issues, please call 888-736-6888 for additional support.
   

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1. How do I manage users and contacts on my ADI account? 
        o    Add additional users: Log onto adiglobaldistribution.us → view your account dashboard → click “add a new user” under the account settings.
        o    Change the main contact on your ADI account: call our support team at 888-736-6888.

2. Where can I find information about my terms and credit limit at ADI?
   Log in to your ADI account to view your terms and credit information. If you have questions regarding your terms, reach out to ProAVSupport@ADIGlobal.com for more information.

3. Can I pay my invoices online at ADI?
   Yes, you can pay invoices online. Learn more HERE.

4. Where can I find my order history from BTX?
   Reach out to ADI’s support team via email ProAVSupport@ADIGlobal.com to access your BTX order history from the last two years.

5. Where do I find my account information online, including my ADI account number?
   Account information can be found on ADI website (adiglobaldistribution.us) under the account dashboard dropdown. The account dashboard includes information such as your account settings, order information, return information, Pro Rewards status, and more.

1. How do I return a product purchased from BTX within the 30-day return window?
   Returns on purchases made through BTX prior to October 23, 2025, will be processed through BTX. Returns after October 23, 2025, will be processed through ADI.  For more information on ADI’s return policies and processes, click HERE.  

2. What happens to an open credit on my BTX account after October 27? Will that credit be moved to ADI?
   No, any open credits at BTX will not be transferred to ADI. BTX credits should be used before October 23, 2025, the last day to make a purchase at BTX.

3. What happens to existing warranty policies?
   Product warranties will be honored by ADI after October 27, 2025. Warranty dates will be based on the purchase date from BTX.

4. I have an open backorder. How will that be fulfilled? Where will the backorder be invoiced?
   Any open backorders after October 23, 2025, will be fulfilled via ADI. The original order date will be honored through ADI.

5. How can I use credits at ADI? Are there any restrictions, expirations, etc.?
   Your ADI account must be in good standing with accounting to use a credit on your account. The credit can be used for future invoices or orders.

6. Will an existing quote from BTX be honored at ADI? What is the process?
   An existing, open quote from BTX will be honored at ADI if it is within the 30-day window. No additional quotes will be generated at BTX after October 17, 2025. Email ProAVSupport@ADIGlobal.com for help and questions regarding quotes.

7. I have an open invoice on my BTX account. Will it be transferred to ADI?
   No, open invoices will not be transferred to ADI for payment and should be paid at BTX.

8. What is ADI’s return policy?
   ADI accepts returns for credit on the customer’s account on new, unopened products within 30 days of purchase. Products must be in their original package and in new condition. For more information on additional return policies, please visit our return page HERE.

9. How do I get a price list from ADI?
   For pricing or price related inquiries, email ProAVSupport@adiglobal.com.

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1. How do I shop at ADI? Can I shop in person? Where is my closest ADI store?
   We encourage you to shop online at ADI, in person at an ADI store, or by placing an order via email to ProAVOrders@ADIGlobal.com. Use the Store Locator to find the closest ADI location.

2. What will happen to my saved carts at BTX?
   Saved carts will not be migrated to ADI. Any saved carts at BTX will need to be manually transferred to ADI.

3. How do I find the products I buy from BTX at ADI?
   Simple! We’ve created a dedicated page on ADI’s website to help you easily find the products you shopped for at BTX. Shop the products HERE.

4. How do I order custom products or make custom orders?
   For custom orders, reach out to ProAVOrders@ADIGlobal.com for assistance.

5. Have a pricing question? Contact ProAVSales@ADIGlobal.com.

6. Where can I learn more about ADI’s shipping and pick up options and policies? 
   o    Shipping and pickup options 
   o    Standard shipping policy
   o    Free ground shipping
   

1. Does ADI have a loyalty program?
   Yes, ADI offers Pro Rewards, a points-based loyalty program where eligible customers earn points on ADI purchases. Customers are assigned a quarterly points goal, and once met, points can be redeemed for rewards. Learn more about Pro Rewards HERE. To learn more about eligibility requirements, please contact ProAVSales@ADIGlobal.com.

2. I have a Snap One login and participate in Partner Rewards. What does this mean for me?
   Customers who also have a Snap One account and participate in the Partner Rewards program will receive reward points for purchases on exclusive brands. Distributed products purchased from ADI locations do not earn points in the Partner Rewards program. 

1. I had an integration set up with BTX’s website, can I do that with ADI?
   Yes, ADI supports a variety of software platforms to help streamline your business. Visit the software integrations page HERE and use the contact form for any additional questions.  

2. If I sign up through ADI, do I become a Snap One customer? Can I sign up with Snap One?
   No. Currently, the sign-up process for ADI and Snap One is separate. To learn more about creating a Snap One account, click HERE. 
   

1. I currently have work with a BTX sales rep. Who do I work with moving forward?
   You can continue to work with your BTX contact. If there’s a change, we’ll notify you directly. Both BTX and ADI teams are available to support you during this transition. 

2. Who can I contact to place an order at ADI?
   Please email orders to ProAVOrders@ADIGlobal.com, shop online at ADI, or in person at your closest ADI store.

3. Additional contact information: 
        o    Phone:  888-736-6888
        o    Email: ProAVSales@ADIGlobal.com