Q1. Where can I get help to install my equipment?

If you need some help to install your self-install equipment, then contact our team of dedicated technicians on 09068 181 181 (calls charged at 60p per minute) who will be able to give you advice over the phone.

If your equipment requires an engineer to install it, then an engineer will contact you to arrange a suitable date. If, however, the engineer has not been able to contact you, call 08444 992 992, Option 3 (Service) and an engineer will be arranged.

Q2. How can I get another copy of the user and installation guides for my equipment? 

Copies of the user and installation guides are available online, along with the specification details of your equipment and product specific frequently asked questions. Access support information here.

Q3. Where can I find the serial/meter number of my equipment? 

This can be found on the back of most self-install equipment. Please note that if your equipment has a separate meter and base (such as DM200™/DM300™ Series), you will need to read the meter number before it is placed onto the base, as this will obscure the number. The only exception is PersonalPost™ equipment, which has this number on the bottom. If you have engineer install equipment, the engineer will inform you of your meter number whilst installing it.

Q4. How can I change the rates on my meter to reflect the recent Royal Mail rate change? 

We will send you all the details you need a few weeks before a Royal Mail rate change.  If you are not up to date then you can order one online through Rate Change Central, as well as download detailed guides and videos on installing the chip once you’ve received it.

If you have any difficulties installing your chip, call 08444 990 383 unless you have PersonalPost™ equipment in which case call 08444 992 992. A customer advisor will then be able to advise you.

If you have IntelliLink® equipment, you’ll be able to download the new rates through your IntelliLink® function as long as you have subscribed to a rates contract. If you haven’t subscribed to this contract, or wish to add extra postal options to it, call 08444 990 383 and we will be able to arrange this for you.

Q5. I want to have the company logo on my franking machine, what do you need from me?

To ensure your Envelope Messaging is created quickly and correctly, please learn more here.

Q6. Why can’t I send the logo for my Envelope Messaging via fax?

Due to the low quality of a fax, we will be unable to scan the logo at a sufficient resolution to provide you with quality Envelope Messaging.

Q7. How long does it take for my Envelope Messaging to arrive after I send the form to you? 

Most Envelope Messaging should take between 7-14 working days. This will either arrive via a smart card, which you will need to install onto your franking machine (instructions will be provided) or through the DLA server (as per your instruction manual).

If you do not receive your Envelope Messaging within this time, please call one of our advisors on 08444 992 992

Q8. I need to download my Envelope Messaging, how do I do this?

If you have a DM100TM series franking machine, your ad plate will need to be downloaded. All you need to do is plug your equipment into an analogue phone line and then: 
  1. Select 'Options'    
  2. Page down twice    
  3. Select 'connect data centre'    
  4. Select 'upload/download'.      
Once downloaded, you will need to select the ad, as follows: 
  1. From the front screen, page down    
  2. Click on 'Select ad'     
  3. You'll have 3 options: 'use key pad', '0-none' or '1-<your ad>. Your ad may be called ERA, return address or your company name. 
If you can’t find the ad plate after you’ve completed a download, this may be because: 
  1. Your equipment is defaulted to 'no' ad plate. Go into ad plates and select the option below 'none'.
  2. Your ad plate may not be ready. Call 08444 992 992 to check the status of your ad plate.

Q9. I would like to upgrade my existing equipment, who do I need to contact to arrange this?

Call 08444 992 992 (Option 1) and we will arrange for a Sales Representative to give you a call back within 24-48 hours to discuss your requirements.

Q10.  I’ve recently upgraded my leased equipment, what do I need to do to return my old PB equipment to you?

You’ll find everything you need to arrange the collection of your old leased Pitney Bowes equipment in an envelope marked ‘Instructions for return of old equipment’, which is located within the equipment box. If you didn’t receive this, please contact 01279 753276 to arrange collection.

Self-install equipment
Package up your old equipment, as detailed within the envelope, and complete and fax back the ‘Collection Request’ form to the number given. Our Collections Team will then arrange for a courier to collect the equipment.

If you are returning an old franking machine, any unused postage will be transferred back to your Postage by Phone account after Pitney Bowes picks it up, and it is decommissioned by us and the Royal Mail.  This will take between 4 - 6 weeks

Engineer install equipment
Your engineer will make all the necessary arrangements.