SmartStampTM Frequently Asked Questions
Q What is SmartStampTM?
A SmartStampTM allows you to print stamps onto envelopes & labels. There are three main printing options within the SmartStampTM: Single Print , Mail Merge and Bulk Print. Single Print allows you to print onto a single envelope, or to print one or more stamps onto a single label sheet. Mail Merge enables you to print multiple stamps and label sheets with addresses, which you can download from your electronic address book. Bulk Print enables you to print more than one envelope or sheet of labels without addresses.
Q How do I register?
A To sign up for the service or to order the SmartStampTM software on CD or as a download, you will first need to provide some registration details. Click on the Try it or Buy it links from the main SmartStampTM page to navigate to the registration page.
If you are already registered on royalmail.com, parcelforce.co.uk or postoffice.co.uk, enter your email address and password to log on. We can then use your existing details and ask you for any additional information we need. If you are not registered, click on the Register button and complete the registration form.
Q How will Royal Mail process SmartStampTM mail?
A Every SmartStampTM item features a unique barcode that Royal Mail can read in its mail centres to ensure the stamp is authentic. The item is then processed in exactly the same way as any other mail.
Q Are there any restrictions on where I'm allowed to print or attach a stamp?
A Yes. You are only allowed to print and attach stamps in the top right hand corner of the items you are posting. If you print or attach postage elsewhere the delivery of your item may be affected.
Q Will SmartStampTM work with my existing software and printers?
A SmartStampTM system requirements
Your computer should have:
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A CPU of minimum of 200 MHz
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64 MB RAM
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20 MB free hard-drive space
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SmartStamp does not currently run on AppleMacs.
Your computer should be running one of the following operating systems:
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Windows® 98 (SE 2nd Edition)
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Windows® 2000 (Server & Professional, SP2 & SP3)
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Windows® NT (4.0 Server & 4.0 Workstation, SP6 & SP6a)
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Windows® XP (Home & Professional) SP1
SmartStampTM requires Microsoft Internet Explorer 5.01 or above. Note : If you do not meet this browser requirement Microsoft Internet Explorer 6 can be installed from the SmartStampTM CD. SmartStampTM will work with all modern colour and black-and-white printers. As long as your printer can print onto envelopes or labels, SmartStampTM will print valid stamps.
You should have a printer that is:
Inkjet Printer 300 dpi or higher
Laser Printer 300 dpi or higher
Q Which address databases will SmartStampTM recognise?
A Address books supported by SmartStampTM include:
Microsoft Address Book (WAB)
Microsoft Outlook
Microsoft Exchange (CDO)
Symantec ACT
If you make any changes to your addresses while you are in SmartStampTM, the changes will not be saved to your original files.
Q Will I be able to personalise my label & envelopes?
A Yes - SmartStampTM gives you the option of adding your own logo or slogan alongside your printed stamps to give your envelopes and labels a consistent and professional appearance.
Q Can I include a return address on my envelope?
A Yes, on envelopes, you can specify the sender address, which will appear in the top left hand corner on the front of your envelope. You may store up to five different sender addresses to use on your envelopes. This option saves you from having to manually enter the sender address every time you wish to reuse it.
Q Can I make payments and track my spending online?
A Yes, your SmartStampTM account is managed in a secure area of the Royal Mail website. To start using the SmartStampTM software, you must first set up an account. You will then be given a customer reference number, which will enable you to activate the software. A SmartStampTM account allows you to manage your expenditure online. To buy stamps, just top up your account online either by credit/debit card or through a Direct Debit mandate. You can then print stamps up to the value of your account, which is automatically debited every time you print a stamp. One benefit of SmartStampTM is that you always know what's going in and out of your account. Through your account home page, you can see the amount of credit on your account, how much you have spent in any one day, week or month and also see the details of every transaction made. You can view this at any time and even download a CSV file to import your statement onto a spreadsheet e.g. Excel.
Q How do I top up my account?
A Your SmartStampTM account is managed within a secure area of this website, where you can top up your account. Each time you print stamps using the SmartStampTM software, your account will be debited to the value of the stamps printed. You will receive a warning when your account is running low and will be unable to print stamps unless you have the required credit on your account. Topping up your account is easy: you can make a one off payment using a credit/debit card or you can pay a regular amount every month by Direct Debit. To navigate to the account top-up pages, log in to your SmartStampTM account. Click on Top-up your account from your account home page. You will then be asked if you wish to make a regular or one-off payment.
Q How can I access my account history?
A With SmartStampTM you can view all the transactions that have taken place on your SmartStampTM Account. This allows you to view, print or download your history of account transactions. To navigate to the account statement pages, log in to your SmartStampTM account and click on View your account at the top of the account home page.
Q How can I view my current balance?
A Your current balance can be viewed in your SmartStampTM account on the Royal Mail website. The account balance is viewable once you have logged in to your account page. For a more detailed view of your account, navigate to the account statement pages from the top of the account home page. Then click on View your account Statement. Your last updated SmartStamp balance also appears after "SmartStamp balance:" in the upper right corner of your SmartStampTM software. To update your current balance (after you have purchased one or more postage products), click the Refresh button in the upper right corner of your SmartStamp screen. At that point, an Internet connection is initiated to check the current postage balance from Royal Mail's SmartStamp server. Enter your SmartStampTM password in the Enter your password dialog box and click OK.
Note:
The balance displayed in your SmartStampTM software is also updated automatically when you print stamps, but not when you load up your SmartStampTM account. If you load up your SmartStampTM account over Royal Mail's website, it is advised that you refresh your current balance when you return to the software.
Q Can I get refunds on unused or damaged envelopes and stamps?
A It is always worth testing your stamp prints before you start printing real stamps so we've added a trial print button. It is still possible, however, that you may accidentally print stamps onto letters, envelopes or labels that you don't wish to use. To get a refund on these, just complete the form found in the account area of this website, and send this, together with the stamps that you do not wish to use, to the Freepost address provided within 7 days. We will credit your SmartStamp account, once we receive the stamps. If you do not have the postage marks to send back there is also an online form which allows you to specify a time and value. On receipt of this form to the same Freepost address your account will also be credited.
To navigate to this area log in to your account area of SmartStamp and click on Apply for a refund.
Q How do I renew my subscription to SmartStampTM?
A Your SmartStampTM subscription information is held in the secure account area of the Royal Mail website. To navigate to these pages, log in to your SmartStampTM account area. At the bottom of the Your account home page, click on Review your subscription. From here, you will be able to view your previous subscription payments and change your payment method.
Q What are the SmartStampTM passwords for?
A For extra security, SmartStampTM has two passwords so that you can choose to allow one person to view account information and top up the account using the Account password and another person to print the stamps using the Printing password.
When you register for SmartStampTM, these two passwords are set to be the same, but you can then choose to change them. Your SmartStamp passwords may also be different from your password for the main site.
Q How can I get a new password?
A If both your Printing password and Account password are the same and you have forgotten them, you will need to follow the SmartStampTM account password instructions below.
Printing Password - If you have forgotten your Printing password , you will need to log into the SmartStamp account area of the Royal Mail website and define a new print password. Once you have logged in, navigate to Update your personal details and click on the Change your printing password button. You will now be asked to choose a new printing password.
SmartStampTM Account Password - If you have forgotten your Account Password , you should click on Already using SmartStampTM? Go to your account . Instead of giving your password, you should click on Forgotten your password? You will be asked the security question that you entered when you originally registered. Once you have given the correct answer and your date of birth, you will be e-mailed a temporary password. You can use the temporary password to log in and choose a new password.
Q How do I get started on SmartStampTM?
A To activate your copy of SmartStampTM you will first need to subscribe to the SmartStampTM service. Once you have subscribed, an account will be opened and you will be issued with a customer reference number that will allow you to activate the software. If you do not already have a SmartStampTM account, sign up now by navigating to the Buy it link. If you already have a customer reference number, then you should enter it in the field on the opening page of the SmartStampTM software and press Submit number. The SmartStampTM application will then initiate the Internet connection wizard which will guide you through the steps to configure the Internet connection settings.
Q How do I close my SmartStampTM Account?
A We require 30 days notice to close your account. You can close your account by notifying us in writing. The best way of writing to us would be to send a letter with your account details free of charge to Account Closures, FREEPOST SmartStamp
The minimum term of the Agreement is three months. However, if you decide not to use SmartStampTM and you have not yet purchased a Postage Mark, you can cancel this Agreement within seven working days of the Commencement Date by notifying us in writing to the address above. You will receive a full refund.
Q Can I use SmartStampTM, if I don't have the correct operating systems?
A If your computer is not running on one of the following operating systems, then you will not be able to use the SmartStampTM service.
Your computer should be running one of the following operating systems:
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Windows® 98 (SE 2nd Edition)
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Windows® 2000 (Server & Professional, SP2 & SP3)
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Windows® NT (4.0 Server & 4.0 Workstation, SP6 & SP6a)
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Windows® XP (Home & Professional) SP1
SmartStampTM does not currently run on Apple Macs.
Q Can I use SmartStampTM, if I don't have a CD-Rom?
A Yes - Instead of loading the application by CD, you can download it from the SmartStampTM Internet site. Once you have an account you can download the software and activate it on all your PCs at work and home free of charge.
Q How quickly can I start using SmartStampTM?
A Once you have subscribed to the SmartStampTM service, an account will be opened and you will be issued with a customer reference number that allows you to activate the software immediately. You will be able to buy postage for immediate use from your account, using a credit or debit card. You can then start using SmartStampTM
Q What are the terms and conditions for SmartStampTM?
A To sign up to the SmartStampTM service you must accept the SmartStampTM terms and conditions. These are displayed during the 'create an account' process. To preview these use the link below:-
SmartStamp terms and conditions.
Q How do I get a VAT receipt for SmartStampTM?
A SmartStampTM subscriptions and payment for postage is VAT-exempt and therefore VAT receipts are not issued. If you require a statement of your expenditure on subscriptions and stamps you can print a statement summary from the view your account statement area. Alternatively you can download a CSV file of all transactions within a date range for importing into a spreadsheet.
Q What's a WINZIP file?
A WinZip is a popular data compression format. WinZip files save time and space, and make downloading software faster. However, in order to open the Zip file you will need to have WinZip software on your PC. Once you have unzipped the file you will have an executable file (.exe) that you can run to install the SmartStamp software. If you do not have WinZip software then simply download the executable file. Winzip software can be downloaded from www.winzip.com
Q What's an executable file?
A An executable file is a program file your computer can load and run. These files generally end in .exe and can be run directly on your computer. Some firewalls are configured to not accept .exe files and therefore you will need to download the WinZip version. The files contained in the WinZip and executable downloads are the same, but the WinZip file has been compressed and you will need WinZip software to uncompress it. If in doubt download the executable file.
Q How do I contact the SmartStampTM customer service team?
A If you have any queries regarding the SmartStampTM service please call the SmartStampTM customer service team on : 0845 600 1334
Our hours of opening are Mon - Fri 0800 - 1800, Sat 0800 - 1300
Alternatively, For full details and a free trial visit www.royalmail.com/smartstamp
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