Online Shipping Account Support

How do I create a shipping label for a domestic package?

The process is the same for all domestic carriers, although available sizes and services may vary.

1. From the home screen, click Create Shipping Labels.
2. Sender — If you have multiple sender addresses saved, select the correct one from the drop-down list.
3. Recipient — Enter the delivery details:
   • Enter the name of the recipient or company.
   • The country defaults to United Kingdom.
   • Enter the destination postcode. The system will look up the address — click it to autofill if correct, or enter the address manually.
   • (Optional) Enter an email address and tick Email tracking number to the Recipient to send a tracking notification.
4. Packaging — Enter the package details:
   • Select the item size from the drop-down list or use a Mailcoms PIP ruler for custom dimensions.
   • Enter the weight manually, or click the scale button if you have a USB scale connected.

   When entering weight, both KG and GM fields must contain a value. For example: 750g = 0 KG and 750 GM.

5. Click Shop Rates and Services. Select the service you require from the list.
6. Click Print Shipping Label. In the print options window, select your printer and ensure the print size is set to 4 × 6.
7. Click Print. Affix the label to your item and pass it to Royal Mail, the Post Office or Parcelforce.

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How do I create a shipping label for an international package?

From 1 July 2023, Royal Mail requires electronic pre-advice data for all international items containing goods (non-personal correspondence), in addition to a CN22 or CN23 customs form.

1. Start a new international shipment

1. On the Send a Parcel tab, select Create Shipping Labels.
2. Select Create New or Use a Preset (presets auto-populate many fields).
3. Your sender address defaults to the last-used address. Click the drop-down to edit or add a new address.

2. Enter the recipient address and details

1. Use the drop-down to select the destination country.
2. Add the recipient’s name (required) and company name (optional).
3. (Optional) To print multiple labels to different addresses, select Multiple under recipient and choose a recipient list.
4. Enter the address manually or click the Address Book icon to select a saved address.
5. (Optional) Tick Sender or Recipient (or both) to send an automated tracking notification email. Add a comma between addresses if multiple are required.

3. Select your package size and weight

1. Select your packaging type from the drop-down menu.
2. Enter the weight. If you have an attached scale, click Get Weight. If you have more than one scale, click the arrow next to Get Weight to select it.

4. Select your service and add customs details

1. Click Shop Rates and Services. Select your required service (including Signed For or Special Delivery Guaranteed if available) and click Choose Service.

Royal Mail: Labels can be printed on 6×4 labels or A4. Your CN22 or CN23 will print with your postage. A commercial invoice must be printed separately for commercial items. Items missing mandatory data fields may be delayed, returned or destroyed.

Parcelforce: Labels must be printed on A4 paper. You will need three copies of the commercial invoice and a copy of the CN23 form.

2. In International Shipment Details, use the drop-down to select the type of item you are sending.
3. Click + Add First Item. Enter the tariff description, quantity, value, weight, HS tariff code and country of manufacture.
4. Download a commercial invoice if required. You can also select from the inventory drop-down for previously sent items.
5. Click Save. Click + Add Another Item if needed, then Save and Close.
6. Click Add Customs Information. Enter your invoice number, licence number and certificate number. Click Save and Close.
7. (Optional) In Accounting and Reference, select a cost account and add any reference or memo.

5. Print your international label

1. Tick the checkbox to confirm compliance with the Royal Mail Prohibited & Restricted Items List.
2. Click Print International Label and Documents.
3. Click Download Commercial Invoice Template if applicable. Print and include it with your package.
4. Select your printer. In the Select a print size field, choose Roll – 4 × 6 or A4 as required (Parcelforce must use A4).
5. Review the print sample, then click Print. The postage value is debited from your available funds.

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How do I reprint a shipping label?

You can reprint a shipping label up to 24 hours after the initial printing, a maximum of 3 times within that period.

To reprint a label you just printed:

1. Recent packages are listed at the bottom of the Create Shipping Label tab.
2. Click Ship Another alongside the label you wish to reprint.
3. Change the service if required, then click Print.

To reprint a label from history:

1. Select History > Shipping History.
2. Click the arrow next to the label you wish to reprint to expand its details.
3. Select Ship Another, optionally change the service, then click Print.

Tip: Save a PDF of the label when you first print it. You can reprint from the PDF at any time, even after the 24-hour reprint window has closed.

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How do I reprint a lost or damaged shipping label?

1. From the home page, click Sending.
2. Click Parcel & Letter History.
3. Search for the shipment whose label you need to reprint.
4. Click the > icon on the left-hand side of the package to expand it.
5. Click Reprint Label.
6. In the print options window, select your printer from the drop-down.
7. Click Reprint.

Note: You can only reprint a label up to 24 hours after the initial printing, and no more than 3 times within that period.

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How do I download the Device Hub so I can use my own printer?

The Device Hub links your office printers to the online shipping account application.

1. From the homepage, click the Settings icon in the top right corner.
2. In the Client Settings column, scroll down and select My Devices.
3. Click Download DeviceHub Installer (top left) to download the programme. You may need your IT administrator if you do not have installation permissions.
4. Follow the on-screen steps to install DeviceHub.
5. Once installed, click Activate DeviceHub.
6. In the new window, click Activate. Your PC registers the DeviceHub and links your office printers.
7. Click Close and Continue, then click Refresh.
8. Your printers should now appear as available devices in the device list.

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How do I void a shipping label?

You can void a Royal Mail label up to 14 days after printing, or a Parcelforce label up to 30 days after printing.

1. Select Sending > Parcels & Letter History.
2. Click the arrow next to the shipment you wish to void.
3. Select Void Label.
4. Check the confirmation box. This label cannot be used once voided.
5. Click Continue. Once the Refund Response message appears, click OK.

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How do I track a shipment in my online shipping account?

1. From the Sending menu, select Parcel and Shipping History.
2. Click on the tracking number to view tracking details.
3. (Optional) Select the Copy Tracking Number icon to copy it to your clipboard.

Note: If there is no tracking number, the item did not include tracking. Tracking availability depends on the carrier and service used.

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How do I search for a shipment in my shipping history?

1. Select Sending.
2. Select Parcels & Shipping History.
3. Select Shipments (parcels) or Letters (labels/envelopes).
4. Use one or more of the following search options:
   • Search: Enter a tracking number, recipient name, company or address.
   • Filter by date: Click the calendar icon, select a date range and click Apply.
   • Filter by shipment type (parcels only): Use the All Shipments menu to filter by Insured Shipments or Shipments Eligible for Refund.
5. Click the arrow on the left of a shipment to view its details.

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What are surcharges on my online shipping account?

A surcharge is an additional charge applied to a shipment that exceeds the maximum weight or dimensions allowed by Parcelforce, or where an additional service (such as redelivery or return to sender) was requested.

To dispute a surcharge, submit a dispute form within 30 days of receiving your invoice. Contact Mailcoms or visit parcelforce.com for Parcelforce enquiries.

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What items are restricted or prohibited when shipping with Royal Mail or Parcelforce?

Both Royal Mail and Parcelforce publish lists of prohibited and restricted goods. Always check these before shipping.

• Parcelforce: parcelforce.com — Prohibitions and Restrictions
• Royal Mail: royalmail.com — Prohibited and Restricted Items

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How do I file an insurance claim for a lost or damaged shipment?

Insurance claims can be filed for insured shipments. This does not apply to shipments insured through a third-party provider.

1. Select Sending > File Insurance Claim.
2. Click the arrow next to the shipment for which you wish to claim.
3. Select Claim Insurance. You will be taken to the carrier’s website to complete the claim form.

All insurance claims are handled solely by the carrier.

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What are the maximum weights and dimensions for Parcelforce?

UK deliveries: A parcel must not exceed 1.5m in length and 3m in combined length and girth, or 28 kg.

Express48Large service: Maximum 2.5m in length and 5m in combined length and girth.

Girth is calculated as: (width + height) × 2.

Note: For irregular shapes, dimensions are measured as the smallest cube the parcel will fit into. If a parcel exceeds these limits it may still be processed but could be delayed, damaged or returned — and will incur surcharges.

International deliveries: Each country has its own size and weight limits. Check the Parcelforce Worldwide Directory for destination-specific requirements. Items returned to sender will incur additional surcharges.

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What are the key features of the SendKit address book?

The address book offers auto-save, importing, searching and address verification:

• Auto-save addresses: each new address is saved automatically as you enter it, so you do not have to add it again. Auto-save is enabled by default and can be disabled at any time.
• Importing addresses: import multiple recipient addresses from another contact management application using the downloadable CSV template.
• Search for addresses: search a recipient or sender by a field such as name, city or postal code, or search all fields, then sort the results.
• Verify addresses: the account compares the address you enter to carriers’ databases and, if it finds a verified match, lets you choose your version or the carrier’s verified version.

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How do I add an address to the SendKit address book?

To add an address, open the Address Book, add a contact and enter the details. The address book can hold an unlimited number of addresses.

1. From the menu at the top, select Address Book.
2. Select +Add Contact.
3. Enter the contact details.
4. Select Save.

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How do I edit an address in the SendKit address book?

To edit an address, open the relevant recipient or sender list, edit the contact and save.

1. From the menu at the top, select Address Book.
2. Select Recipients for recipient addresses, or Senders for sender addresses.
3. Select the Edit icon next to the address.
4. In the Edit Contact window, make your changes — suggested addresses appear as you type a street address.
5. Select Save.

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How do I delete an address from the SendKit address book?

To delete an address, open the relevant list, select the delete icon and confirm.

1. From the menu at the top, select Address Book.
2. Select Recipients or Senders.
3. Select the Delete icon next to the address.
4. Select Delete to confirm.

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How do I import addresses and contacts into the SendKit address book?

To import addresses, download the Mailcoms CSV template, fill it in with UK addresses (country code GB), then upload it from the Address Book.

Before you start: Do not use the portal’s own CSV template — download the Mailcoms Address Book Template (CSV) and list all UK addresses with country code GB. This service currently offers domestic UK Royal Mail & Parcelforce shipping only, so import UK addresses only.

1. Log into your online shipping account.
2. Click Address Book in the navigation.
3. Download the Mailcoms CSV template (use this rather than the US version inside the account).
4. Edit the CSV and enter the address data using these columns: Name (contact name), Company, Email, Phone, Street Address 1, Street Address 2 and 3 (if applicable), City, County/Province, Postal/ZIP Code, and Country (always GB — otherwise the record fails to import or is treated as an unknown international country).
5. Keep the entries in the exact same order and under the exact same column titles as the template, do not change the first-row field titles, leave unused fields (such as Address 3) blank, and make sure postcodes are correctly formatted in the postcode field.
6. Save your file and note its location.
7. In your online shipping account, click the Import link.
8. Click Choose File, find your file and double-click it.
9. Click Continue.
10. After a short time (depending on the number of records), a notification shows how many were uploaded.
11. Close the pop-up and click several random contacts to check the data is accurate.

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How do I use saved addresses to send mail on the SendKit?

To use saved addresses, choose your product and weight, then pick the recipient from the address book to auto-populate the label.

1. Navigate to the Home screen by clicking the logo in the top-left corner.
2. Choose the product to send (Small Parcel, Medium Parcel or Custom Dimensions).
3. Enter the weight of the parcel and click Continue.
4. Click the address book icon to open your saved addresses.
5. Click the address you are sending to — all fields auto-populate. Click Continue.
6. Complete the process of selecting your service and printing your label.

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How do I automatically save new addresses on the SendKit?

To save new recipient addresses automatically, enable the option in the Address Book.

1. From the menu at the top, select Address Book.
2. Select Always save new recipient addresses.

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How do I change the sender or return address on the SendKit?

To change the sender or return address, use the From menu on the addressing screen when creating a label.

Note: If you use Parcelforce and have chosen Collection, the sender address is where your parcel will be collected from.

1. On the Addressing screen when creating a label, select the From menu.
2. Choose one option: select View all senders to pick a different saved address; select Edit sender address to change the current one and select Done; or select Add new sender address, enter the address and select Done.

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How do I change a Parcelforce delivery address on the SendKit?

A Parcelforce delivery address can only be changed after one delivery attempt has been made, by contacting Parcelforce directly.

1. Go to www.parcelforce.com.
2. Select Receiving a parcel.
3. Select Redelivery and complete the form with the new delivery address.

Note: For international shipments, legal regulations in the destination country may affect whether an address can be changed.

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How do I add a shipping preset in my online shipping account?

To add a shipping preset, open Shipping Presets in Settings, add a new preset, then enter its name, packaging and (optionally) a recipient address.

1. Select Settings > Shipping Presets.
2. Select +Add a New Preset.
3. Enter a name for the preset.
4. Select the packaging type. If required for that packaging type, enter the dimensions and weight.
5. To add a recipient address, select Recipient Address (optional) and enter the address.
6. Select Save.

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How do I modify a shipping preset in my online shipping account?

To modify a shipping preset, open it from Shipping Presets, make your changes and save.

1. Go to Settings cog > Shipping Presets.
2. Select the desired preset.
3. Make the necessary changes and select Save.

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How do I delete a shipping preset in my online shipping account?

To delete a shipping preset, open it from Shipping Presets and choose Delete This Preset.

1. Select Settings > Shipping Presets.
2. Select the desired preset.
3. Select Delete This Preset.

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How do I change the order of my shipping presets?

To change the order your presets appear in, drag them into position on the Shipping Presets screen.

1. Select Settings > Shipping Presets.
2. Click and drag the preset icons to the desired positions.

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How do I change my username and password on the SendKit?

To change your username or password, open your Profile from the Home screen, use the Change link and save.

1. Select your username in the upper right of the Home screen.
2. Select Profile.
3. Select the Change link.
4. Click Save to confirm changes.

Note: Your email address is shown on the Profile screen but cannot be changed within the account. To change it, ask your organisation’s online shipping account administrator to re-invite you using your preferred email address.

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How do I manage existing users on the SendKit?

As an Admin, you can edit users from the Users settings, where you can reset a user’s role or status or edit their details.

1. Select Settings cog > Users. A list of all users displays with their name, email address, role (Admin or User) and status (Active, Inactive or Invited). Filter by status using the All drop-down, or search by name or email.
2. Click the pencil icon next to the user you wish to edit, then reset their role or status or edit their details.

Note: The User Details icon is disabled for the user who originally signed up for the account.

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How do I invite additional users to the SendKit?

As an Admin, you can invite new users from the Users settings, provided your subscription allows multiple users.

Note: On a single-user subscription the Invite option is greyed out. Use the upgrade link on the top right of your screen, or contact Mailcoms to upgrade to a multiple-user subscription.

1. Select Settings cog > Users.
2. Select Invite.
3. Enter the new user’s name and email address.
4. Enter a Display Name.
5. Select a role (Admin or User) from the Role menu — you can change it later.
6. Select Invite. The user receives an email and appears in the list with a status of Invited.

The invited user then signs in by selecting the Sign In link in the email, entering a password, and signing in.

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What are cost accounts on the SendKit?

Cost accounts help you track postage spend by assigning a trackable cost category to shipping labels and postage refills. Only Admins can enable, add, edit, import, export and deactivate cost accounts.

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How do I add a cost account on the SendKit?

To add a cost account, open Cost Accounts in Settings, add an account and enter its details.

1. Select Settings > Cost Accounts.
2. Select + Add Account.
3. Enter the Account name (maximum 20 characters) and an optional Description. Leave the Status set to Active.
4. (Optional) To make this your default cost account, select Set as default.
5. Select Save and Close, or Save and Add Another to continue.

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How do I set a default cost account on the SendKit?

To choose which cost account is selected by default, edit it in Cost Accounts and set it as default.

1. Select Settings > Cost Accounts.
2. Select the edit icon next to the cost account you want as the default.
3. Select Set as default.
4. Select Save.

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How do I import cost accounts on the SendKit?

To import cost accounts, prepare a CSV with the required headers and upload it from Cost Accounts. Only Admins can import cost accounts.

In the CSV file, the first row must use these headers: A1 = Name (20 characters maximum), B1 = Description, C1 = Status (value must be either Active or Inactive, not case-sensitive).

1. Select Settings > Cost Accounts.
2. Select Import.
3. Select Import Multiple Cost Accounts.
4. Select Browse.
5. Choose the CSV file containing your cost accounts and select Open.
6. Select Import.

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How do I delete a cost account on the SendKit?

To delete a cost account, select the delete icon next to it in Cost Accounts and confirm.

1. Select Settings > Cost Accounts.
2. Select the Delete icon next to the cost account.
3. Select Delete to confirm.

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How do I apply a cost account to a shipping label on the SendKit?

To apply a cost account, select it from the Addressing screen when creating a label.

1. Select the Cost Account field on the Addressing screen.
2. Choose the account from the list, or start typing its name or number to search.

Note: Your 5 most recent cost accounts show in the drop-down; scroll down to view the 10 most recent under All. With more than 10 accounts, type part of the name or number to find the one you need.

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How do I fix the “Oops! Something went wrong” message on the SendKit address book?

The “Oops! Something went wrong” message when viewing the Address Book in Parcel Shipping indicates a connection issue with your Parcel Shipping user name. To fix it, sign out, power-cycle the device, then sign back in.

1. Tap Profile (the person icon).
2. Tap Sign Out.
3. Unplug the power cord.
4. Wait one minute — the screen should turn off after 10 seconds.
5. Plug the power cord back in, directly into a wall outlet.
6. Quickly tap and release the power button to turn the device back on.
7. Sign into Parcel Shipping.

If you need further assistance, contact Mailcoms on 01543 572 776.

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How do I fix “Street must be no longer than 23 characters” on the SendKit?

The “Street must be no longer than 23 characters” message means one or more lines in the sender or recipient address exceeds 23 characters. To fix it, shorten the affected address lines.

If your online shipping account is responsive, edit every line in the sender and recipient addresses that exceeds 23 characters (including spaces) so each is 23 characters or fewer. If the address cannot be abbreviated, split it across different lines.

If your online shipping account is unresponsive, close and relaunch it. If you originally pasted the address in from another program, try typing the abbreviated address directly instead of pasting.

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How do I fix “The username you provided was not recognised” on the SendKit?

This message means the username being used is not valid for your online shipping account. Verify that you are using a valid username. If the error persists, contact Mailcoms support.

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How do I fix “The password you provided was not recognised” on the SendKit?

This message means the password being used is not valid for your online shipping account. Reset your online shipping account password. If you still receive the error after resetting, contact Mailcoms support.

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How do I fix “You have not completed your account registration” on the SendKit?

This message means your username has been created but is currently inactive. In the message, select Resend email to resend the registration/activation message to the email address used for your online shipping account, then follow the prompts in that email to activate the account.

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How do I fix the “Global.paymentmethod.unknown” error on the SendKit?

The “Global.paymentmethod.unknown: xxxxxxxxxxxx” error when adding postage is an issue with the systems that set up your payment method — not a problem with your computer, web browser or online shipping account. If you experience this error, contact Mailcoms support.

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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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Online Shipping Account – Frequently Asked Questions