Where can I get help to install my equipment?
If you need some help to install your self-install equipment, then contact our Service team on 01443 813588 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 01443 813588 and an engineer will be arranged.
Where can I find the serial/meter number of my equipment?
This can be found on the back of most self-install equipment. 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.
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 uptodate then you can order one by emailing email@example.com
If you have any difficulties installing your chip, call 01443 813588.
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 email us at firstname.lastname@example.org with your required artwork and instructions on how you would like your logo to appear.
I need to download my Envelope Messaging, how do I do this?
If you have a DM100 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 01443 813588 to check the status of your ad plate.
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, 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 01443 813588
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.
I would like to upgrade my existing equipment, who do I need to contact to arrange this?
Call 01443 813588 and we will arrange for a Sales Representative to give you a call back within 24-48 hours to discuss your requirements.
How long will it take before i have my new equipment installed
Once all paperwork is signed and completed, our dedicated administration team will process your order as quick as possible, delivery and installation will depend on the machine ordered but will be anything from 1-6 weeks.
I have a fault on my equipment, how long will it take to get it fixed?
Where possible, we will try to answer your questions over the telephone to minimise the amount of disruption and downtime caused by any difficulties. If the fault cannot be fixed over the telephone, an engineer will be arranged to visit your premises. Response time will depend on your maintenance/service plan:
Fully Comprehensive– On average our target response time is next day, subject to level of demand. This covers All Callouts, Parts & Labour.
Mandatory Inspection – A physical inspection once a year. A Callout Charge will apply along with any parts and labour if over the first hour.
I keep getting line busy when i’m trying to load credit
This can mean anything from the server being extremely busy or in the worst case a problem with the line. If the problem persists for more than 24hrs please contact us on 01443 813588 or by using our book a service call form.
I have a message saying Meter Disabled on my franking machine, what shall i do? (Pitney Bowes)
Just switch your Pitney Bowes Franking Machine off, leave it for 5 minutes and switch back on
I have a message saying System Blocked, perform an inspection, how do i do this? (Frama)
If you have this problem, you will need to ensure your machine is plugged in to a phone line and modem(if not linked) make sure you are in the highest account on the machine and press info setup 1,2 and 3 then Frama Online 2, Inspection and Connect Now. This will automatically perform the inspection. Once completed you will have a message saying Inspection Successful.
There have been a number of staff changes and I need some training for new staff on my Franking Machine, can this be arranged?
Yes this can easily be arranged. Call one of our service advisors on 01443 813588 (charges may apply)
We have changed our name/address, who do I need to notify?
You can notify us of a change to your name/address in a number of ways:
- Call one of our administration team on: 01443 813588
- Email us at email@example.com
- Complete an online form
- Send a letter to Kane Digital Solutions, Glamorgan House, Ystrad Mynach, Hengoed. CF82 7AN
If you have a franking machine, you need to be aware that Royal Mail changes millions of postcodes every year. If your postcode changes or you move office, you may need a new town circle for your equipment.