Mailbase Speed Scales Support

Watch this video to learn how to fix your weighing scale should it not be working for your Mailbase Speed franking machine.
PLEASE NOTE: Your machine may appear different to the one shown in this video but the process is exactly the same.

If your franking machine is not recognizing weight, there are no prices showing, your preset prices are not showing or your machine is displaying manual weight, then your scale will need fixing. Follow these steps to fix the weighing scale:

1. Lift the scale from the franking machine.

2. Reseat the scale back down, ensuring the contacts are firmly seated on the machine.

3. If done correctly, the franking machine will recognise the scale.

Note: Please ensure the weighing platform is clear.

To reset your scale to zero grams please follows the steps below:

1. Make sure you are on the home screen. Select the Weigh/Rate key.

2. Select display message “Zero the Scale”.

3. The machine returns you to the home screen.

To resolve issues with your scale weighing erratically please follows the steps below:

1. Turn the franking machine off by removing the power lead.

2. Remove the scale and split it into two parts. Blow all around these two parts and also where the scale sits on the machine.

3. Replace all parts of the scale then replace the power lead.


The mail piece is not being weighed correctly by the scale.


The scale is not weighing correctly.


First zero the scale:

1. Remove any items from the scale.

2. Press the “Weigh/Rate” key.

3. Select “Zero the Scale”.

Then follow the below steps to ensure the “Attached Scale” option is selected on the franking meter:

1. Press the “Options” key.

2. Select “Setup”.

3. Press “Page Down” then select “Serial Port”.

4. “Attached Scale” should be visible on the display with a “tick” beside it. If “External Accounting” is ticked, this is likely the root cause of the issue – press the key to the left of “Attached Scale” to select this option.

5. The franking machine will return to the Home screen.

6. Remove the power lead from the rear of the machine, wait 60 seconds, then power the meter back up.

7. Test by weighing an item of known weight:
a £1 coin weighs 9g
a €1 coin weighs 8g

8. If the above is weighing correctly the issue is now resolved.

If you are using an external weighing platform (scale) please follow the steps below:

1. If you have an external weighing platform that sits beside the franking machine, make sure the platform is level.

2. Take the top cover off the weighing platform.

3. Locate the round glass level.

4. The dot should be located inside of the black circle. If the dot is not inside the black circle adjust the feet on the weighing platform until the dot rests inside of the circle.

If the scale is still not weighing correctly:

1. Remove the scale from the top of the franking machine, or if you have an external weighing platform unplug the cable from the back of the franking machine.

2. Unplug the power cord, wait 60 seconds.

3. While waiting, replace the scale on the top of the franking machine, or plug the external weighing platform back into the franking machine.

4. Plug the power cord back in, ensuring that it is plugged directly into a wall outlet.

Test the scale by weighing an item of known weight. If the issue is still not resolved, please contact customer support.