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DeviceHub is a program that connects your printers and scales to PitneyShip and PitneyShip Pro. The following are required in order for DeviceHub to work properly on your network.
The following URLs and IP addresses must be accessible in order for PitneyShip Pro, PitneyTrack, PitneyAnalytics, and the Locker Management Module to connect to the internet.
Pitney Bowes DeviceHub has been verified on the following printers and scales.
You can request a USPS refund up to 30 days from the date on which you printed a shipping label.
You can request a refund up to 60 days from the date on which you printed a USPS stamp.
Learn about printing and using DeviceHub in PitneyShip or PitneyShip Pro.
Find the answers to frequently asked questions about SendPro Online and PitneyShip.
Sign in to SendPro Online | PitneyShip™
Installation, Setting Up & Drivers
Learn how to install the roll in the Brother QL1050 printer for SendPro Online or PitneyShip.
It's best to uninstall DeviceHub before installing the new version.
Learn how to resolve the message "Error 740: The requested operation requires elevation" when installing the SendPro Scale App in Windows.
The message "DeleteFile failed; code 5 Access is denied" when installing or updating the SendPro Online software means that you do not have permission to modify or delete files in the installation folder.
If you receive the message "Error loading Python DLL" when installing DeviceHub for Windows, your Windows operating system is not supported.
There are multiple reasons that the message "Unhandled exception in script" may appear when installing DeviceHub for Windows.
Learn how to install the roll in the Datamax W1110 (1E35, 1E40, 1E41, or 1E45) printer for SendPro Online or PitneyShip.
Learn how to install a Datamax W1110 (1E40, 1E35, 1E41, or 1E45) printer on a Windows computer that is on a network.
Learn how to install a Datamax W1110 (1E40, 1E35, 1E41, 1E45) printer on a Mac OS X computer that is on a network.
Learn how to install the Datamax Mark III printer for SendPro Online or PitneyShip.
Learn how to install the Brother QL-1100 for SendPro Online or PitneyShip on Windows.
Learn how to install the Brother QL-1100 for SendPro Online or PitneyShip on Mac.
Learn how to install the Brother QL1050 printer in Windows for SendPro Online or PitneyShip.
Learn how to install the Brother QL1050 printer for SendPro Online or PitneyShip for Mac OS X.
In order to print shipping labels directly from your Android device, you first need to install a printer on your device.
In order to print shipping labels directly from your Apple device, you first need to install a printer on your phone. The printer must be AirPrint enabled and connected to the same Wi-Fi network as your device.
Learn how to install the Brother QL-800 printer for SendPro Online or PitneyShip.
The SendPro Online software is required for printing envelopes and for accessing stamp and envelope printing options.
DeviceHub is a program that connects your peripherals, such as printers and scales, to PitneyShip. DeviceHub is required for printing stamp rolls and envelopes.
In order to use the PitneyShip mobile app, you first need to install the app on your phone. The app is available in the Apple App Store and Google Play Store.
Learn how to set up the SendPro Desktop SendKit.
The SendPro Scale App enables SendPro to communicate with your scale. The Scale App does not need to be installed when using the SendPro Online software for Windows.
The SendPro Scale App enables SendPro to communicate with your scale.
Learn how to install the roll in the Brother QL1100 printer for SendPro Online.
Learn how to set up your PitneyShip Cube on your Mac device using a USB connection as a new PitneyShip user.
Learn how to set up your PitneyShip Cube on your Mac device using a USB connection as an existing PitneyShip user.
Learn how to set up your PitneyShip Cube on your Windows PC using a USB connection as a new PitneyShip user.
Learn how to set up your PitneyShip Cube on your Windows PC using a USB connection as an existing PitneyShip user.
Learn how to set up your PitneyShip Cube on your Mac device using a wireless connection as an existing PitneyShip user.
Learn how to set up your PitneyShip Cube on your Windows PC using a wireless connection as a new PitneyShip user.
Learn how to set up your PitneyShip Cube on your Windows PC using a wireless connection as an existing PitneyShip user.
Learn how to install a Datamax w1110 (1E40, 1E35, 1E41, or 1E45) printer via USB (not on a network) for Windows or Mac OS X for SendPro Online or PitneyShip.
Learn how to install the PitneyShip Cube driver on an additional computer.
Network & Connectivity
Learn how to resolve the error "There was a connection issue. Contact PitneyBowes. Error-Port 8091 is in use by another application." in PitneyShip or PitneyShip Pro.
If your organization uses a proxy server, you need to set it up in DeviceHub.
DeviceHub is a program that connects your printers and scales to PitneyShip and PitneyShip Pro. The following are required in order for DeviceHub to work properly on your network.
Features & Settings
If the credit card that you use to pay for your subscription expires, you will receive an email notification and should update your payment method right away.
You can have SendPro automatically add postage to your account when the balance falls below a certain threshold.
If you know your SendPro Online or PitneyShip password, you can change it. If you do not you know your password, you can reset it.
You can export a CSV file of your cost accounts from SendPro Online or PitneyShip. Only Admins and Location Admins can enable, add, edit, import, export, and delete cost accounts.
You can use SendPro Online or PitneyShip to view users' status and change user roles. Only users with the role of Admin or Location Admin can perform this procedure.
You can have SendPro or PitneyShip send emails with tracking numbers, delivery confirmations, and label refund confirmations. If you wish, you can customize the subject line of these emails.
When you enter new recipient addresses on labels, you can have them automatically added to your address book.
PitneyShip offers different subscriptions that include certain features. You can upgrade your plan to access different features.
You can change the nickname or display name of a FedEx account in SendPro Online or PitneyShip. The nickname appears on the Home screen and in your history.
You can add users to the system as needed.
Learn how to install the Datamax Mark III printer for SendPro Online or PitneyShip.
By default the Brother QL-800 printer turns off after 60 minutes of non-use and must be turned back on manually. You can disable this feature.
When printing stamp sheets or envelopes, you may need to make changes to your printer's default settings, which may affect other programs. To avoid changing settings back and forth between SendPro or PitneyShip and other programs, we recommend that you install a duplicate instance of your printer that is dedicated to printing from SendPro or PitneyShip.
System administrators can choose whether to allow users to download DeviceHub.
Multi-Factor Authentication (MFA) requires users to enter a code sent via SMS text message or email when signing in to PitneyShip.
Your SendPro Online username is your Pitney Bowes Your Account email address. If needed, you can change it.
If needed, you can change your SendPro Online account name, which is used to identify the account on reports.
You can rename your DeviceHub on the My Devices page.
Admin users can choose whether to allow users to purchase supplies from the Supplies menu.
You can make the recipient email and phone number required for shipping labels. Only users with the role of Admin can change this setting.
If you need to change a role, you can edit it.
If you no longer need a role, you can delete it.
You can create different roles to define the tasks that users are allowed to perform. Each user is assigned a role.
You can edit a customs product information item if you need to change its details.
You can delete a customs product information item if you no longer need it.
You can add customs product information for international shipments to pre-fill the customs information for commonly-shipped items. These items are then available to select when adding items on the Provide Customs Details screen.
You can edit a custom package type if you need to change its settings.
You can delete a custom package type if you no longer need it.
You can create custom package types to save certain dimensions and weight combinations. These types can be used later to save time when printing shipping labels with the same dimensions and weight.
You can choose to print a summary receipt after each label and customize the default options for them. Summary Receipts are printed on a separate page from the label and label receipt.
The maximum transaction limit allows you to set an amount that any individual label may not exceed. By default, this option is off. Only users with the role of Admin can change this setting.
By default, each SendPro Online or PitneyShip user has their own address book, but if you have a multi-user subscription, you can choose to have users share addresses.
In the Label Options settings, you can select the default label size and choose whether to print a receipt with the label.
You can set certain default settings for printing stamps and envelopes.
You can view or change the payment method you use for USPS postage in SendPro Online or PitneyShip. Only users with the role of Admin can access this information.
Admins can choose whether Location Admins can access the Cost Account settings to enable, add, import, export, and deactivate cost accounts.
If you have a multi-location subscription, you can view the Locations that have been set up.
If you experience any issues with your scale in SendPro Online, check to make sure that you have the latest version of the SendPro Scale App.
If your organization uses a proxy server, you need to set it up in DeviceHub.
If you need to change the settings of a preset, you can edit it.
If you no longer need a preset, you can delete it.
Presets save shipment information so that it can be used as a template for printing additional labels in the future with the same carrier, packaging, weight, dimensions, and shipping services.
You can change the order in which your presets appear on the Home screen and the Shipment Presets screen.
You can choose the default recipient address that will be used for all return labels you create.
By default the Brother QL-1100, QL-1110NWB, and 1E44 printers turn off after 60 minutes of non-use and must be turned back on manually. You can disable this feature.
You can have a receipt emailed to you when a postage refill occurs.
A system-wide default FedEx account can be set by the SendPro or PitneyShip administrator. Each individual user can also set their own default account, which overrides the default set by the administrator.
A system-wide default UPS account can be set by the administrator. Each individual user can also set their own default account, which overrides the default set by the administrator.
You can change the nickname or display name of a UPS account in SendPro Online or PitneyShip. The nickname appears on the Home screen and in your history.
You can delete a FedEx or UPS account from SendPro Online or PitneyShip if you no longer wish to use it. This also applies to FedEx and UPS accounts used on other SendPro products.
Learn how to link your Office 365 address book to SendPro Online or PitneyShip.
In order to use your UPS account in SendPro Online or PitneyShip, you first need to set it up. After you set up your UPS account, you can use it for other SendPro products. Only users with the role of Admin or Location Admin can perform this procedure.
If you use cost accounts, you can choose which account is selected by default.
Cost accounts can help you track how you spend your postage funds by allowing you to assign shipping labels and postage refills to an account. Only Admins and Location Admins can enable, add, change, import, export, and deactivate cost accounts.
You can use the PitneyShip mobile app to set up a PitneyShip mobile app UPS Rate account. Only users with the role of Admin or Location Admin can perform this procedure.
You can manage your shipping carrier accounts in the PitneyShip mobile app.
Learn how to cancel a SendPro Online or PitneyShip subscription.
Pitney Bowes shipping software rates are lower because of a special partnership with the USPS that allows us to pass along great rates to our clients.
You can order supplies from within SendPro Online or PitneyShip or in the Pitney Bowes online shop.
Learn how to sign in to SendPro Online or PitneyShip.
You can use your device's camera to measure the dimensions of a package in the PitneyShip Mobile App.
Find the answers to frequently asked questions about using SendPro Online and PitneyShip.
Sign out of the PitneyShip mobile app if you need to sign in with a different account.
DeviceHub is a program that connects your printers and scales to PitneyShip and PitneyShip Pro. The following are required in order for DeviceHub to work properly on your network.
You can delete addresses that you no longer need from your address book. Addresses that are deleted from the SendPro Online or PitneyShip address book are also removed from the address book in other SendPro products.
You can export the addresses from your SendPro Online or PitneyShip address book to a CSV file. If you use a SendPro Tablet or SendPro C/SendPro+ device, the addresses from its address book will be included as part of this export file.
You can import addresses from other sources into your SendPro Online or PitneyShip address book. Addresses added in SendPro Online or PitneyShip are also visible on other SendPro products such as the SendPro Tablet, SendPro C, SendPro+ meters, and SendPro P Series meters.
If the State/Province and ZIP/Postal Code are blank on addresses that were imported into SendPro Online or PitneyShip, this is because there were spaces in the imported data that caused the information to be imported incorrectly.
If you get the message "Street must be no longer than 40 characters" or "Address must be no more than 100 characters", it is because one or more lines in your sender or recipient address is longer than 40 characters (SendPro Online) or 100 characters (PitneyShip).
If there are many addresses in your address book, you can use search to locate the one you need.
You can delete addresses that you no longer need from your address book. Addresses that are deleted from the PitneyShip Mobile address book are also removed from the address book in other PitneyShip products.
If you no longer need a recipient list, you can delete it.
If needed, you can change the members of a recipient list.
Addresses added in PitneyShip Mobile App are also visible on other PitneyShip products.
Addresses edited in the PitneyShip Mobile App are also updated in the address books of other PitneyShip products.
When you create a shipping label, SendPro Online or PitneyShip verifies the recipient address against the USPS database of valid addresses to which it can deliver. Some carriers or country destinations may require you to enter a verified address in order to print a label.
You can create recipient lists for bulk mailings.
Learn how to add an address to the address book in SendPro Online or PitneyShip.
Addresses edited in SendPro Online or PitneyShip are also updated in the address books of other SendPro products.
Mailing & Shipping
You can void a UPS and FedEx shipping label so that its cost will not be applied to your UPS or FedEx invoice. This applies to UPS and FedEx only. For USPS, you must request a refund.
You can create a return label for a shipment so that the recipient can send it back to you. Return label procedures vary by carrier.
You can check on the status of your shipping label and stamp refund requests in SendPro Online or PitneyShip.
USPS SCAN Form 5630 saves time because instead of scanning each individual shipping label, SCAN Form 5630 only needs to be scanned once to upload all of that day's shipping labels to the USPS systems.
You can view tracking information for packages sent through SendPro or PitneyShip in your history, or look up tracking information for any USPS, FedEx, or UPS package from the SendPro Online or PitneyShip Home screen.
Cost accounts can help you track how you spend your postage funds by allowing you to assign shipping labels and postage refills to an account.
Normally, all label costs are charged to the sender's FedEx or UPS account, but you can charge a shipment's costs to the recipient or another party's FedEx or UPS account if you wish.
You can use Certified Mail to get proof of mailing and electronic record of delivery when you print stamps.
Electronic Return Receipt (ERR) is an extra service available for USPS First-Class and Priority Mail shipments.
Learn how to create an international, military, or U.S. territory shipping label in SendPro Online or PitneyShip.
FedEx Ground Economy (formerly SmartPost) is a residential ground service available in the US, in which the package ships via FedEx, but is delivered by USPS.
Learn why UPS 2nd Day Air or UPS 3 Day Select may not be available.
If there are delivery issues with your shipments, contact your carrier.
Learn why the rates shown in SendPro Online or PitneyShip may differ from the rates shown on the carrier's website for the same shipment.
If labels are missing from the USPS SCAN form, it is because they were created after 8:00 PM. Labels created after 8:00 PM are added to the next day's SCAN form.
Learn why you cannot change the Ship Date when creating a USPS label in SendPro Online or PitneyShip.
Learn what to do if the scheduled pickup window for the Same-day Delivery private courier has expired and the driver did not come to pick up the package.
You can request a USPS label refund up to 30 days from the date on which you first printed a shipping label.
Shipping labels can be reprinted up to 24 hours from the initial printing.
You can email the tracking information for a label that was created in the PitneyShip Mobile App.
You can reprint a shipping label up to 24 hours from the initial printing.
Envelopes can be printed on most inkjet or laser printers. In the classic version of SendPro, envelopes must be printed using the SendPro Online software. In the new version, PitneyShip, envelope printing requires that DeviceHub be installed and configured.
If you do not have enough postage on an envelope, you can print a postage correction stamp to add more postage. For example, if you have already printed stamps and then the price of stamps increases due to a USPS rate change, you can print a correction stamp with the additional postage to cover the new postage rate.
International stamps can be printed either from the SendPro Online software (SendPro classic version only) or from the web version of SendPro Online or PitneyShip on either stamp sheets or stamp rolls.
You can create a shipping label directly from the address book.
Ship requests allow you to create a label that you or someone else can print at a later time.
Once a ship request has been created, you can print it when you are ready to send the package.
If a ship request is no longer needed, you can delete it.
A Delivery Assurance claim can be filed if your package did not arrive by the guaranteed date.
The purpose of a FedEx manifest is to save time. Without a manifest, FedEx needs to scan each individual shipping label. This can be time consuming if there are a large number of shipping labels. Instead of scanning each individual shipping label, the manifest can be scanned once by FedEx, and every shipping label from that day will be uploaded to the FedEx systems.
You can search and filter your history to find a label that was created in SendPro Online or PitneyShip.
An insurance claim can be filed if a USPS insured shipment or a UPS or FedEx Declared Value shipment is lost or damaged. This does not apply to packages insured through a third-party insurance provider.
When creating a shipping label, you can compare rates from each carrier you use.
Once your orders are imported, you can print the shipping labels for them.
When you create a shipping label, SendPro Online or PitneyShip verifies the recipient address against the USPS database of valid addresses to which it can deliver. Some carriers or country destinations may require you to enter a verified address in order to print a label.
You can request a refund up to 60 days from the date on which you printed a USPS stamp.
Stamps can be printed either from the SendPro Online software (SendPro classic version only) or from the web version of SendPro Online or PitneyShip. Each sheet has a unique serial number. The system keeps track of how many stamps you print with each serial number so you do not have to use the entire sheet at once.
USPS, FedEx, and UPS require a Mail Stop Code (MSC) in a recipient address to be entered before the Attention and Delivery address lines. To satisfy this requirement, you must enter the Mail Stop number in the Name field in SendPro Online or PitneyShip.
You can use the PitneyShip mobile app to create a shipping label and print it directly from your phone.
You can print the same label for multiple recipients at once using "batch printing".
Learn how to create and print a domestic shipping label in SendPro Online or PitneyShip.
You can use Certified Mail to get proof of mailing and electronic record of delivery when you print USPS shipping labels.
If there is an issue when printing a stamp sheet, you can reprint it immediately after the first attempted printing. Stamps printed on stamp rolls and envelopes cannot be reprinted.
You can use the PitneyShip mobile app to track shipments that you have created in PitneyShip, as well as any package for which you have a tracking number.
You can request a USPS refund up to 30 days from the date on which you printed a shipping label.
Same-day Delivery labels may need to be canceled in certain circumstances.
You can use Pitney Bowes Same-day Delivery in SendPro Online to send important documents and critical packages across town.
You can import a spreadsheet of orders as a CSV file. You can either download a template to use, or use your own format and map your data after import.
You can void a UPS and FedEx shipping label so that its cost will not be applied to your invoice. This applies to UPS and FedEx only. For USPS, you must request a refund.
Stamps for a USPS postcard can be printed on a stamp sheet or on a stamp roll.
Once your orders are imported, you can edit the order data if needed.
You can schedule a UPS package pickup through PitneyShip or PitneyShip Pro.
You can schedule a FedEx package pickup through their website.
You can schedule a USPS package pickup if needed.
You can get a link to the carrier's website to schedule a package pickup if needed.
Network & Connectivity
Learn how to resolve the error "There was a connection issue. Contact PitneyBowes. Error-Port 8091 is in use by another application." in PitneyShip or PitneyShip Pro.
If your organization uses a proxy server, you need to set it up in DeviceHub.
DeviceHub is a program that connects your printers and scales to PitneyShip and PitneyShip Pro. The following are required in order for DeviceHub to work properly on your network.
Printing
USPS SCAN Form 5630 saves time because instead of scanning each individual shipping label, SCAN Form 5630 only needs to be scanned once to upload all of that day's shipping labels to the USPS systems.
If print jobs are not being sent to an HP printer queue from the SendPro Online software, you may need to change the printer driver for your HP printer.
Learn how to troubleshoot envelope printing issues in the SendPro Online software for Mac.
If "Printer 1" and "Printer 2" displayed instead of your printers when printing stamps or envelopes in the SendPro Online software, there may be an issue with the program's cache or the installed printers.
Learn how to resolve an issue where no printer selection window appears when trying to print stamps or envelopes in the SendPro Online software.
Learn how to resolve envelope printing issues in the SendPro Online software for Windows.
Learn why the weight of a package is not printed on a USPS Shipping API label printed in SendPro Enterprise, SendSuite Live, SendSuite Xpress, SendPro Online, or PitneyShip.
Learn how to resolve printing issues in the PitneyShip Mobile App.
Learn how to resolve poor print quality on the PB-SP100 label printer.
If a Datamax W1110 label printer feeds incorrect label size when printing a label, the printer may need to be calibrated.
Learn how to resolve printing issues with 4x6 labels when using a Datamax MK III label printer.
Learn how to resolve printing issues with a Brother QL-800 or QL-700 printer.
Learn how to resolve the message "The printer has no paper loaded. Please load a roll of paper and try again." in SendPro Online or PitneyShip.
If your stamp sheets are not aligned properly, you may need to adjust your browser settings.
If labels printed from PitneyShip, PitneyShip Pro, or SendPro Online are coming out too small, the wrong paper size may be selected.
If a 4x6 shipping label displays correctly in Adobe Reader, but some parts are missing when it's printed, there may be issues with the Adobe Reader settings or the printer driver.
If you get the message "Error Code:WPS208" when printing to a stamp roll in the SendPro Online software, there may be an issue with the default printer.
The error WPS205, WPS208, or WPS4008 occurs because the account does not have enough funds available.
The message "You don't have the right printer connected for your label size." occurs because a UPS declared value label must be printed on an 8.5 x 11 sheet of paper along with its form.
If you see the message "System is showing There Is A Problem With Adobe Acrobat Reader, Try Again" in Chrome when printing stamp sheets, you may need to change your Chrome settings.
Learn how to resolve the message "OFFENDING COMMAND: image" or "undefined image and stack dictionary" when printing a label in SendPro Online or PitneyShip.
The message "Print Failed. Check your printer and try again" is caused by Microsoft Edge version 102.
The message "Print driver host for 32bit applications has stopped working" or "Print driver host for applications has stopped working" means that Windows has a conflict with a Windows HP universal printer driver.
If you get the message "Fail to download image: Network access is disabled." when printing stamp rolls or envelopes in the SendPro Online software, you need to clear your cache.
Learn how to resolve the message "There are no printers available to print 2x7" when printing rolls.
Several different issues can cause the message "MAILING.ERROR.PRINT.-102".
If you see the message "Device hub connection timeout" when printing, try moving the printer to a different USB port.
The message "DEVICE HUB Connection error" may occur when printing if the printer is configured to "Print directly to the printer" instead of spooling.
Stamps can be printed from the PitneyShip Mobile App. Each sheet has a unique serial number. The system keeps track of how many stamps you print with each serial number so you do not have to use the entire sheet at once.
Shipping labels can be reprinted up to 24 hours from the initial printing.
You can reprint a shipping label up to 24 hours from the initial printing.
Envelopes can be printed on most inkjet or laser printers. In the classic version of SendPro, envelopes must be printed using the SendPro Online software. In the new version, PitneyShip, envelope printing requires that DeviceHub be installed and configured.
If you do not have enough postage on an envelope, you can print a postage correction stamp to add more postage. For example, if you have already printed stamps and then the price of stamps increases due to a USPS rate change, you can print a correction stamp with the additional postage to cover the new postage rate.
Once a ship request has been created, you can print it when you are ready to send the package.
The purpose of a FedEx manifest is to save time. Without a manifest, FedEx needs to scan each individual shipping label. This can be time consuming if there are a large number of shipping labels. Instead of scanning each individual shipping label, the manifest can be scanned once by FedEx, and every shipping label from that day will be uploaded to the FedEx systems.
Once your orders are imported, you can print the shipping labels for them.
Stamps can be printed either from the SendPro Online software (SendPro classic version only) or from the web version of SendPro Online or PitneyShip. Each sheet has a unique serial number. The system keeps track of how many stamps you print with each serial number so you do not have to use the entire sheet at once.
You can print the same label for multiple recipients at once using "batch printing".
You can use Certified Mail to get proof of mailing and electronic record of delivery when you print USPS shipping labels.
If there is an issue when printing a stamp sheet, you can reprint it immediately after the first attempted printing. Stamps printed on stamp rolls and envelopes cannot be reprinted.
Stamps for a USPS postcard can be printed on a stamp sheet or on a stamp roll.
Learn how to install the Brother QL-800 printer for SendPro Online or PitneyShip.
You can choose to print a summary receipt after each label and customize the default options for them. Summary Receipts are printed on a separate page from the label and label receipt.
Errors & Troubleshooting
Clearing the cache in the SendPro Online software can help to resolve various issues.
If print jobs are not being sent to an HP printer queue from the SendPro Online software, you may need to change the printer driver for your HP printer.
Learn how to troubleshoot envelope printing issues in the SendPro Online software for Mac.
If "Printer 1" and "Printer 2" displayed instead of your printers when printing stamps or envelopes in the SendPro Online software, there may be an issue with the program's cache or the installed printers.
Learn how to resolve the error "SendPro.exe - Entry Point Not Found" in SendPro Online.
Learn how to resolve an issue where no printer selection window appears when trying to print stamps or envelopes in the SendPro Online software.
Learn how to resolve envelope printing issues in the SendPro Online software for Windows.
Learn why the weight of a package is not printed on a USPS Shipping API label printed in SendPro Enterprise, SendSuite Live, SendSuite Xpress, SendPro Online, or PitneyShip.
Learn why UPS 2nd Day Air or UPS 3 Day Select may not be available.
If the State/Province and ZIP/Postal Code are blank on addresses that were imported into SendPro Online or PitneyShip, this is because there were spaces in the imported data that caused the information to be imported incorrectly.
Learn why Priority Mail Express 1-Day service may not be available.
If there are delivery issues with your shipments, contact your carrier.
Learn why the rates shown in SendPro Online or PitneyShip may differ from the rates shown on the carrier's website for the same shipment.
If the Accept button in the Choose Another Mail Class window is disabled (greyed out) when printing stamps, it means that you need to set up your postage payment method.
If you are not receiving tracking email notifications from SendPro Online or PitneyShip, the feature may not be set up, or the emails may be being blocked.
If labels are missing from the USPS SCAN form, it is because they were created after 8:00 PM. Labels created after 8:00 PM are added to the next day's SCAN form.
Learn how to resolve printing issues in the PitneyShip Mobile App.
If a USPS Large Envelope label printed in SendPro Online or PitneyShip does not have tracking, it is because First Class Mail is not eligible for free tracking.
If labels printed on Avery Internet Shipping Labels are not aligned properly, the wrong paper size may be selected.
Learn why you cannot change the Ship Date when creating a USPS label in SendPro Online or PitneyShip.
Learn how to resolve poor print quality on the PB-SP100 label printer.
Learn how to resolve a flashing red light on the PB-SP100 (1E47, 1E48, 1E51, or 1E53) label printer.
Several different things can cause the green light to flash on the PB-SP100 (1E47, 1E48, 1E51, or 1E53) label printer.
Learn how to resolve a flashing orange light on the PB-SP100 (1E47, 1E48, 1E51, or 1E53) label printer.
If 4 x 6 labels are not printing in Safari or Firefox, your browser printer setting may need to be adjusted.
If a Datamax W1110 label printer feeds incorrect label size when printing a label, the printer may need to be calibrated.
If the solid red light is on on the W1110 label printer, the printer may need to be recalibrated.
Learn what to do when SendPro Online or PitneyShip gets stuck on the message "We're generating your label" or "Generating shipping label" and will not proceed.
Several different things can cause the red light to flash on the Datamax MK III or 1E26 label printer.
Several different things can cause the green light to flash on the Datamax W1110 label printer.
Several different things can cause the red light to flash on the Brother QL-1050 or 1E28 printer.
Several different things can cause the red light to flash on the Datamax W1110 label printer.
Learn how to resolve printing issues with 4x6 labels when using a Datamax MK III label printer.
Learn how to resolve printing issues with a Brother QL-800 or QL-700 printer.
If the SendPro Online scale shows the wrong weight, the scale needs to be zeroed.
If the scale shows the wrong weight, the scale needs to be zeroed.
Learn how to resolve the message "The printer has no paper loaded. Please load a roll of paper and try again." in SendPro Online or PitneyShip.
If your scale screen is blank, it most likely has no power.
Stamp rolls may print sideways on the QL-700, QL-710 and QL-720 because DeviceHub is configured incorrectly for those printers.
If your printer is not listed in PitneyShip or PitneyShip Pro, follow these steps.
If the Brother QL-800 printer only appears in the Other Devices section of the Control Panel instead of the Printers section, the printer driver did not install correctly.
You may get an "Insufficient USPS Postage on Your Recent SendPro Shipment" or "Insufficient USPS Postage on Your Recent PitneyShip Shipment" email from Pitney Bowes if you sent a USPS package through SendPro Online or the SendPro Online Mobile App without enough postage.
Pitney Bowes shipping software rates are lower because of a special partnership with the USPS that allows us to pass along great rates to our clients.
Several different things can cause the red light to flash on the Brother QL-1100, 1E44, or QL-1110NWB label printer.
If the item weight does not appear in PitneyShip or PitneyShip Pro when using a scale, follow these troubleshooting steps.
Learn what to do if the scheduled pickup window for the Same-day Delivery private courier has expired and the driver did not come to pick up the package.
If the PDF is not appearing when creating a shipping label, the pop-up blocker in your web browser may be blocking the window.
If your stamp sheets are not aligned properly, you may need to adjust your browser settings.
There are several possible solutions if envelopes are printing misaligned or blank on a Mac.
Learn how to resolve envelopes printing misaligned or blank in PitneyShip or PitneyShip Pro for Windows.
There are several possible solutions if envelopes are printing to the wrong tray on a Mac.
Learn what to do when envelopes print to the wrong tray in Windows.
If labels printed from PitneyShip, PitneyShip Pro, or SendPro Online are coming out too small, the wrong paper size may be selected.
Learn how to resolve a Windows blue screen when opening the SendPro Online software.
Learn how to resolve a blank or white page in the SendPro Online software for Windows or Mac.
If you are seeing distorted graphics or a black screen in the SendPro Online software for Windows, your graphics drivers may need to be updated.
If a 4x6 shipping label displays correctly in Adobe Reader, but some parts are missing when it's printed, there may be issues with the Adobe Reader settings or the printer driver.
If SendPro Online or PitneyShip keeps reloading, you need to clear your web browser's cookies and cache.
There are several reasons that the Request Refund button may not be available for a USPS label.
Learn how to resolve the message "SendPro can't be opened because Apple cannot check it for malicious software" when using the SendPro Online software for Mac.
If you get the message "Error Code:WPS208" when printing to a stamp roll in the SendPro Online software, there may be an issue with the default printer.
Learn how to resolve the message "Error 740: The requested operation requires elevation" when installing the SendPro Scale App in Windows.
The message "DeleteFile failed; code 5 Access is denied" when installing or updating the SendPro Online software means that you do not have permission to modify or delete files in the installation folder.
There are several reasons why the message "We can't find your scale. Make sure is installed and running" may be displayed in SendPro Online.
Error 20" occurs when using the SendPro Online software on Windows 11 because there is a compatibility issue between the SendPro Online software and Windows 11.
The message "Something went wrong. Please try again" when adding postage means that the payment method for adding postage was declined.
If you get the message “The username you provided was not recognized. Please try again.”, contact us.
The error WPS205, WPS208, or WPS4008 occurs because the account does not have enough funds available.
The message "Global.paymentmethod.unknown: xxxxxxxxxxxx" means that there is an issue related to your SendPro payment method.
The message "You have not completed your account registration" means that the username is inactive because the account still needs to be activated.
The message "You don't have the right printer connected for your label size." occurs because a UPS declared value label must be printed on an 8.5 x 11 sheet of paper along with its form.
The message "We were unable to print your label" appears if you try to print a USPS SCAN form after 8:00 PM. SCAN forms must be printed before 8:00 PM.
The message "We could not process your payment" means that there are not enough funds available in your Pitney Bowes Reserve Account or Purchase Power Account.
When signing up for UPS Rate Account in SendPro Online or PitneyShip, the message "We can't process your request. wait a moment and try again. If the issue persists, contact SendPro Support" may appear if you use a P.O. Box address, abbreviate the city name, or exceed the character limits in the fields on the sign-up form.
If you see the message "We can't let you in. You’ll need permission first.", the email address you are using to sign in does not have access to the SendPro Online or PitneyShip service.
If you receive the message "Unable to process your request at this time" when linking your existing UPS account to SendPro Online or PitneyShip, please contact us.
If you receive the message "Unable to process your request at this time" when linking your FedEx account to SendPro Online or PitneyShip, please contact us.
The message "There is some problem in shipping services" occurs because the ZIP Code is invalid.
If you get the message "The password you provided was not recognized. Please try again.", try changing your password.
If you see the message "System is showing There Is A Problem With Adobe Acrobat Reader, Try Again" in Chrome when printing stamp sheets, you may need to change your Chrome settings.
If "$NaN" is shown in the Total field when printing stamps, the saved configuration in Recents & Recommended is corrupt.
The message "Oops! Something went wrong" appears when importing addresses in SendPro Online or PitneyShip because the CSV file is too large.
Learn how to resolve the message "OFFENDING COMMAND: image" or "undefined image and stack dictionary" when printing a label in SendPro Online or PitneyShip.
An "Invalid format" error when updating your credit card means that the credit card number was entered with spaces, dashes, or some other character that is not allowed.
The message "Print Failed. Check your printer and try again" is caused by Microsoft Edge version 102.
If you receive the message "Error loading Python DLL" when installing DeviceHub for Windows, your Windows operating system is not supported.
The message "Print driver host for 32bit applications has stopped working" or "Print driver host for applications has stopped working" means that Windows has a conflict with a Windows HP universal printer driver.
If you get the message "Fail to download image: Network access is disabled." when printing stamp rolls or envelopes in the SendPro Online software, you need to clear your cache.
If you see the message "statusCode":401 "Unauthorized" when signing in to PitneyShip, contact us.
If you get the message "Street must be no longer than 40 characters" or "Address must be no more than 100 characters", it is because one or more lines in your sender or recipient address is longer than 40 characters (SendPro Online) or 100 characters (PitneyShip).
Learn how to resolve the message "It's not you, it's us. We're having an internal server issue."
If you see the message "Set Payment Method" in SendPro Online or PitneyShip, that means that the postage payment method has not been set up.
If the message "Print Stamps Failed" appears when you try to print stamps, DeviceHub may not be running or may require activation.
Learn how to resolve error code -11 or -102 when printing stamp rolls.
If the message "The roll of labels or tape inside the machine does not match the one selected in the application" appears when using a QL-1100 printer, the wrong paper size is selected.
Learn how to resolve the message "There are no printers available to print 2x7" when printing rolls.
Several different issues can cause the message "MAILING.ERROR.PRINT.-102".
The message "ErrE" on the scale means that the object on the scale has exceeded the scale's weight capacity.
If the message "DeviceHub is already running" appears when installing or updating DeviceHub, either DeviceHub is stuck running in the background, or the previously installed version is corrupt.
If there the message "CAL" is displayed on your scale, contact Pitney Bowes support.
If "888888" is displayed on your scale, there may be an issue with the connection.
There are multiple reasons that the message "Unhandled exception in script" may appear when installing DeviceHub for Windows.
If you see the message "Device hub connection timeout" when printing, try moving the printer to a different USB port.
Learn how to resolve the error "There was a connection issue. Contact PitneyBowes. Error-Port 8091 is in use by another application." in PitneyShip or PitneyShip Pro.
Learn how to resolve the error "ioGetBlackbox is not defined" when attempting to add your UPS account in SendPro Online or PitneyShip.
The message "Licensing session expired. Start Licensing session again" means that port 8091 is being used by a device other than DeviceHub.
If you see the message “We can't let you in. It looks like your account has been cancelled.”, you will need to contact support.
If you see the message "Error 403 ou do not have permission to perform the requested action" in SendPro Online or PitneyShip or on the SendPro 300, the email address you are logging in with does not have access to the SendPro Online or PitneyShip service.
If "Other" or "Offline" is displayed in the printer's Heartbeat status column on the My Devices page, the printer is not on or not connected.
Learn how to resolve the message "Oops! Something went wrong" when creating a shipping label in SendPro Online or PitneyShip.
If "UnsupportedProtocol" prints on the paper, it is because the printer driver is not compatible with DeviceHub.
If the message "995, CreateDC, The I/O operation has been abortDeviceHub in PitneyShip, the printer driver being used is not compatible with DeviceHub.
The message "An error has occurred" occurs because the printer driver is not compatible with DeviceHub.
If the message "We were unable to print your label" appears if you try to print a UPS label, your UPS account needs to be relinked in SendPro Online or PitneyShip.
Learn how to resolve the message "SendPro has stopped working" or “The application was unable to start correctly (0xc000007b)” in the SendPro Online software.
The message "DEVICE HUB Connection error" may occur when printing if the printer is configured to "Print directly to the printer" instead of spooling.
The message "Error issuing certificate! - Policy cannot be created - name already exists" occurs because DeviceHub is out of date and unable to update.
If you get the message "Office 365 authentication has expired", you need to remove and reconnect your Office 365 account to SendPro Online or PitneyShip.
Maintenance
It's best to uninstall DeviceHub before installing the new version.
Clearing the cache in the SendPro Online software can help to resolve various issues.
Refilling Postage
You can view your postage spending in your history.
In order to print USPS labels and postage in SendPro Online or PitneyShip, you must have enough funds in your USPS postage account.
You can have SendPro automatically add postage to your account when the balance falls below a certain threshold.
The message "We could not process your payment" means that there are not enough funds available in your Pitney Bowes Reserve Account or Purchase Power Account.
You can add postage to your PitneyShip account through the PitneyShip mobile app.
You can view or change the payment method you use for USPS postage in SendPro Online or PitneyShip. Only users with the role of Admin can access this information.
Reporting, History & Accounting
Cost accounts can help you track how you spend your postage funds by allowing you to assign shipping labels and postage refills to an account.
In the classic version of SendPro Online, cost accounts cannot be deleted, only deactivated. In the new version, PitneyShip, a cost account can be deleted as long as no transactions have been associated with it.
Cost accounts can help you keep track of how you are spending your money on postage by allowing you to assign a trackable cost category to shipping labels and postage refills. Only Admins and Location Admins can enable, add, edit, import, export, and deactivate cost accounts.
If you use cost accounts, you can choose which account is selected by default.
Cost accounts can help you track how you spend your postage funds by allowing you to assign shipping labels and postage refills to an account. Only Admins and Location Admins can enable, add, change, import, export, and deactivate cost accounts.
You can import a .csv file of cost accounts into SendPro Online or PitneyShip. Cost Accounts imported in SendPro Online or PitneyShip can be used on other SendPro products such as the SendPro Tablet and SendPro C/SendPro+ devices. Only Admins and Location Admins can enable, add, edit, import, export, and deactivate cost accounts.
You can view the history of your shipping labels, stamp printing, postage purchases (refills), and refunds.
You can export history reports from SendPro Online or PitneyShip as CSV files. These reports may include history data from other SendPro products.
You can view all of your previous shipments on the History screen.
You can search and filter your history to find a label that was created in SendPro Online or PitneyShip.
The Daily Activity Report contains the shipping history for the current date: Date, Recipient, Carrier, Shipping Info, Tracking Number, Status, Amount, and User.
Documents and Software
Installing your scale with SendPro
SendKit QL-1050 Installation Guide
Sendpro Getting Started
SendPro Online Freshdesk Companion User Guide
SendPro Online Ordoro User Guide
SendPro Online Quick Reference Guide
SendPro Online Same Day Delivery User Guide
SendPro Online Shipping Alerts, Reports User Guide
SendPro Online Shipping Calendar User Guide
SendPro Online US Security and Compliance
Transfer your Address Book/Contact List to SendPro from Ship a Package Instructions
For information on service offerings and level of support, download the
Pitney Bowes Technical Support Overview