Mailstart & Mailstart+ Postage Support

Mailcoms Mailstart & Mailstart+ · Postage

How to add postage funds, check your balance and manage refills on the Mailcoms Mailstart & Mailstart+ franking machine.

How to frank a Pre-Paid envelope

Watch this video to learn how to frank a pre-paid envelope.

Follow these steps to frank a pre-paid envelope:

1. Select Class.

2. Press Enter for the Royal Mail as your courier.

3. Now page down until the Pre-Paid Reply option is shown. Select this option.

4. Choose either first class or second class for your item and press Enter.

PLEASE NOTE: You can only send letters up to 100g this way, not parcels.

5. Select either letter or large letter depending on the size of your item, and press Enter.

6. Frank your letter as per usual.

Performing a Surcharge Payment or Manual Payment

Watch this video to learn how to process a surcharge payment.

A surcharge payment/manual payment allows you to print a custom postage amount on your franking machine to either cover an underpayment on postage and surcharge fees or frank an amount that for some reason is not available by class and weight. You can enter any value from £0.00 up to £999.99.

1.From the home screen press “Select a carrier”.

2. Press the option for “Surcharge payment”.

3. Press “Surcharge payment” again.

4. Input the amount you require using the keypad.

5. Press the Yes/enter button.

6. The machine will ask you to confirm the amount. Press Yes/enter again.

7. Feed your item through the machine to produce your print.

Error Code 7, 11 & 104

Occasionally the franking machine will show error codes on the franking machine. These errors usually come to light when you are trying to recredit the franking machine and are linked to the meter via the manufacturer. The machine will fail to connect and will display one of the following messages:

Error 7 – This suggests there is a hold on your postage account and can be due to a lack of connection activity to the manufacturer’s server. In order to release this hold, please contact us on 01543 572776 or info@mailcoms.co.uk so we can advise further*.

Error 11 – This hold is usually placed on the meter due to reasons such as the equipment location being unknown or non-payment of invoices. In order to get this released please contact us on 01543 572776 or info@mailcoms.co.uk so we can advise further*.

Error 104 – If you are trying to recredit the franking machine and the machine displays Error 104 this means you are attempting to recredit by an incorrect amount. The franking machine can only recredit in increments of £10.00.

Adding Postage & Checking Funds

Watch this video to learn how to add postage and check funds on your franking machine.

Follow these steps to learn how to add postage and check funds on your franking machine:

1. Press the funds button. This will show you your current balance on your machine.

2. To add money to your current balance, press the arrow button down once.

3. “Refill Postage?” will show, select Yes/Enter.

4. Now enter your amount that you would like to refill.

5. Once done, press Yes and the machine will connect and update.

How to check your PBP Account Balance

1. Press the ‘Funds’ key.

2. Scroll down & select ‘Check balance available?’.

3. Press the “Enter/Yes” button. The franking machine will now connect to the Data Centre (this may take a few minutes). Various screens display, letting you know the status of the process.

Please note: this may display as £0.00 in your account, but this may not be the case.

How to check your last download of funds

1. Press the options/menu button

2. Scroll down to reports

3. Select add postage report

4. The machine will ask you to insert an item to print a report

5. This will show you the last time you topped up your machine

How to check the funds level & add extra funds

To check the used/unused funds to see if you have any downloaded funds available, select ‘funds’ and scroll through to the used and unused. Unused will provide a balance of what is loaded on the machine and available to use.

If you have funds available, then you can download this to your machine in increments of £10.00.

If you have zero funds available, then this is either due to Direct Debit funds waiting to clear or an invoice is awaiting payment. If you believe there should be funds available in your account, please contact us on 01543 572776 or info@mailcoms.co.uk so we can investigate for you and advise further*.

If you need to add additional funds then you will need to make a payment into your postage account. Please note you are unable to make payment by credit card.

You need to allow 4/5 working days for BACS payments to clear and become available in your account to download.

To pay your postage by BACS or Bank Transfer, payments can be made directly to the following bank account:

Sort Code – 60-92-42

Account Number – 10011242

Account Name – Pitney Bowes PrePay

Please ensure your Account Number (detailed on one of your postage invoices) is quoted as a reference to assist with identification of your payment. The bank remittance should then be e-mailed to the following address – pbremittances.uk@pb.com.

If funds are required urgently once payment has been made please e-mail the bank remittance to info@mailcoms.co.uk, and we will communicate with the postage company directly to assist with having these funds made available to you as soon as possible*.

Setting the “Low Funds Warning” threshold

Your franking machine will warn you when the postage in the machine reaches a certain amount. This “low funds warning” acts as a reminder to add more postage to the franking machine. You can customise the funds value at which the franking machine displays this warning.

1. Press the “Menu / Options” key.

2. Press the “Review (up)” key to scroll to “Change Setup?”.

3. Press “Enter/Yes”.

4. Press “Review (down)” to scroll to “Change low funds warning?”.

5. Press “Enter/Yes”.

6. Enter the desired amount (the funds value below which the franking machine will give a warning).

7. Press “Enter/Yes”.

8. At the prompt to stay in setup, press “No” to return to the Home screen.

Setting the “High Funds Warning” threshold

The High Value Warning will warn you when you manually key in a postage value that is higher than a maximum amount that you specify. This feature helps prevent you from accidentally printing an excessive postage value.

1. Press the “Menu / Options” key.

2. Press the “Review (up)” key to scroll to “Change Setup?”.

3. Press “Enter/Yes”.

4. Press “Review (down)” to scroll to “Change High Value Warning?”.

5. Press “Enter/Yes”.

6. Enter the desired amount (the manual postage value above which the franking machine will give a warning).

7. Press “Enter/Yes”. A confirmation message appears.

8. When you are prompted to “Stay in Setup?”, press “No” to return to the Home screen.

Turn Paperless Billing On & Off for Invoices and Statements

How to Turn on Paperless Billing for an Account

Please Note: When paperless billing is turned on for an account, you will no longer receive a paper bill.

1. Sign into ‘Your Account’ at the following link www.pitneybowes.co.uk/signin.

2. Expand the “Billing & Financials” dropdown at the top navigation bar, select “Paperless Billing”.

3. Next to the ‘Paperless Status’ section select ‘Go Paperless’.

4. Select ‘Turn On Paperless For This Account’.

5. Close.

Please note: To receive email notifications when bills are available to view, you can add emails or make amendments in the ‘Edit Settings’ section in the ‘Manage email notifications’ screen.

How to set an account to receive a paper bill

Please note: If you turn off paperless, a £5 (excluding VAT) paper charge will be added to your future invoices.

1. Sign into ‘Your Account’ at the following link www.pitneybowes.co.uk/signin.

2. Expand the “Billing & Financials” dropdown at the top navigation bar, select “Paperless Billing”.

3. Next to the ‘Paperless Status’ section select ‘Edit Settings’.

4. Select “Turn off Paperless” link to complete the change and select ‘Close’ to close the window.

Turn Billing Email Notifications On & Off

When billing notifications are turned on an email will be sent when a bill is available online. You can view and amend these settings within the Your Account online portal.

View and amend billing notification email settings online.

1. Sign in to Your Online Account portal.

2. From the “Billing & Financials” dropdown at the top navigation bar, select “Billing Notifications”.

3.Use the toggles to turn notifications “On” & “Off” for the required account.

Please Note: If an account is set up for Paperless Billing, email notifications must remain on against at least one registered email address.

*Please note that all telephone and email support is provided dependant on the service level you hold with us.