Troubleshooting issues ordering supplies online

If you're having trouble ordering supplies online, review the common issues and resolutions below.

My shipping address is missing

Why this happens

• The account associated with the address is not linked to your online profile.
• Your address has changed and has not yet been updated with Pitney Bowes.

How to fix it

If the account is not linked:

1. Add your account to your online profile.
2. Refresh the ordering page and verify the address appears.

If the address has changed:

1. Use a temporary address override and complete the purchase using a credit card.
2. Submit a permanent address change through Manage Accounts.

You can also chat with a Supplies agent who can place the order and submit the address update request.

I can only pay with a credit card

Why this happens

A manually entered shipping address or temporary address override was used during checkout. For security reasons, only credit card payments are available for these orders.

How to fix it

1. Add your account to your online profile.
2. Return to checkout.
3. Select the shipping address associated with your linked account.

All available payment methods will then be displayed.

Sales tax is being applied to my order

Why this happens

• Your tax exemption certificate has not yet been activated.
• The shipping address was entered manually rather than selected from a linked account.

How to fix it

If your tax exemption certificate has not been activated, submit your tax exemption certificate.

If you are using a manually entered address:

1. Add your account to your online profile.
2. Return to your order.
3. Select the shipping address associated with the linked account.

Important: Taxes may continue to appear until your tax exemption certificate has been processed and activated.