Troubleshooting Support

How do I fix a shipping label that prints with missing images or text on the SendKit?

If your 4×6 shipping label displays correctly in Adobe Reader but prints with missing components (barcode, indicia, Postal Authority logo) or with letters shown as empty boxes, it is usually an Adobe Reader or printer driver issue. To fix it, update both, then enable “Print as image”.

1. Make sure Adobe Reader is up to date by installing the latest version from Adobe’s website.
2. Update your printer driver from the printer manufacturer’s website.

If updating does not fix the problem, change a setting in Adobe Reader:

1. When printing a 4×6 label, click the Advanced button in the printer selection window.
2. Tick Print as image and click OK.

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How do I fix printing issues in my online shipping account?

Printing issues in the online shipping account are usually caused by the printer or print driver. If labels print too small, set the correct label format; for other printing problems with the label printer, see the dedicated guide.

Labels printing too small:

1. Select Settings cog > Print Options.
2. If the Choose Format menu is set to Plain Paper – A4, select Roll – 4 x 6.
3. If Plain Paper is always selected by default, change this by adjusting your default label printing settings.

For other printing problems with the label printer — poor print quality, misaligned labels, jams or flashing LED lights — see our Label Printer Support page.

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How do I fix a white or blank screen in my online shipping account?

A blank or white page when using your online shipping account on a computer is usually caused by an internet connection problem or a firewall, anti-virus program or proxy server blocking the connection. To fix it, test your connection, then whitelist the required addresses.

1. Try to access another website, such as www.google.com or www.mailcoms.co.uk. If those also show a blank page, the problem is most likely your internet connection — contact your IT department or internet service provider.
2. If other websites load but the online shipping account does not, a firewall, anti-virus program or proxy server is most likely blocking the connection. Ask your IT department to whitelist the following addresses:

• https://sendpro.pitneybowes.com
• https://www.pitneybowes.com
• https://www.pb.com
• https://login.pitneybowes.com/sendpro
• https://sending.us.pitneybowes.com/
• imp.sl.pb.com
• agent.sl.pb.com
• 199.231.33.6
• 199.231.44.12

If the page is still blank after whitelisting all of these, contact Mailcoms.

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How do I fix my online shipping account when it keeps reloading?

If your online shipping account keeps reloading in an endless loop, it is due to a problem with the web browser’s cookies. To fix it, clear your browser cookies and cache, then sign in again.

Note: Clearing cookies may remove saved usernames and passwords for this and other websites and interrupt your current logins.

1. Close the web browser tab where the online shipping account is open.
2. Clear your web browser’s cookies and cache. This is handled differently in each browser — consult your browser’s help if needed.
3. Go to the sign-in page and sign in to your online shipping account again.

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SendKit Troubleshooting – Frequently Asked Questions