1. How does SmartStamp® work?
    SmartStamp® allows you to print postage onto envelopes and labels, customise them and pay for them, all from the comfort of your own PC. Each SmartStamp® you print has a unique postage barcode which our Mail Centres can read and verify as valid.
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  2. How do I log in to my SmartStamp® account?
    To make accessing your account even easier, you no longer require both your SmartStamp® account password and Royal Mail password to log in. All you need is your Royal Mail website password. This password is case sensitive, so please ensure you enter it correctly.

    Log in to your SmartStamp® account

     

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  3. How do I register to use SmartStamp®?

    SmartStamp® registration is completed as part of the subscription process. To subscribe to use SmartStamp® you must select the monthly or annual payment option, then complete the step-by-step subscription process.

    If you’re already registered with royalmail.com, parcelforce.co.uk or postoffice.co.uk, just log in and we’ll be able to use your details to pre-fill some of the form – so you can complete the SmartStamp® purchase process more quickly.

    If you’re not registered, simply enter your email address and continue with the SmartStamp® purchase process. It won’t take long before you’re registered and using SmartStamp®.

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  4. How do I start using SmartStamp®?

    Once you have subscribed to SmartStamp®, an account will be opened and you will be issued with a customer reference number that allows you to activate the software immediately. Once you have activated the software, you can use a debit or credit card to top up your Online Prepay Account from which you can buy postage for immediate printing.

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  5. How do I download SmartStamp® software?

    You will be given a link to download your SmartStamp® software once you have completed the signup process.

    Alternatively, you can download the trial version and then activate it for printing once you have completed the subscription process.

    Download a free trial version of the SmartStamp® software

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  6. Will SmartStamp® work on my PC?

    The SmartStamp® system requirements for your PC are:

    • A CPU of 200 MHz minimum
    • 64 MB RAM
    • 20 MB free hard-drive space.

    Your computer should be running one of the following operating systems:

    • Windows® 2000 (Server & Professional, SP2 & SP3) 
    • Windows® NT (4.0 Server & 4.0 Workstation, SP6 & SP6a) 
    • Windows® XP (Home & Professional) SP1
    •  Windows® Vista

    SmartStamp® requires Microsoft Internet Explorer 5.01 to 9.

    For any SmartStamp® customers experiencing problems downloading the latest version of SmartStamp® or who need help with the latest fixes, please visit www.royalmail.com/patch

    SmartStamp® does not currently run on Apple Macs. If you have an Apple Mac, try online postage.

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  7. Will SmartStamp® work with my printer?

    SmartStamp® will work with all modern colour and black-and-white printers (300 dpi or higher). As long as your printer can print onto envelopes or labels, SmartStamp® will print valid postage.

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  8. What’s a WinZip file?

    WinZip is a popular data compression format. WinZip files save time and space, and make downloading software faster. To open the Zip file you 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.

    WinZip software can be downloaded from www.winzip.com

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  9. What’s an executable file?
    An executable file is a program file your computer can load and run. These files generally end in .exe and can be run directly by your computer. Some firewalls are configured to block .exe files, so we have provided the software as a 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.
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  10. Which address databases does SmartStamp® recognise?

    Address books supported by SmartStamp® include:

    Microsoft Address Book (WAB)
    Microsoft Outlook
    Microsoft Exchange (CDO)
    Microsoft Excel (.csv)
    Symantec ACT

    Microsoft® Access  

    ebay™

    Please note that SmartStamp® only imports the address information – if you make any changes to your addresses in SmartStamp®, the changes will not be saved to your original files.

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  11. How do I print postage using SmartStamp®?

    For a simple step-by-step guide to using the SmartStamp® software to print postage, you can view the online demo.

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  12. How long have I got to post my mail once I've printed a SmartStamp®?
    Once you’ve printed your SmartStamp®, you have 24 hours to post your mail. The ‘post by’ date is printed on your envelope to remind you. Mail posted after the ‘post by’ date will not be valid. However to take account of all Saturdays, Sundays and British Bank Holidays, if you print a SmartStamp® on a Friday, it will automatically show the ‘post by’ date as the Monday, but if that Monday is a Bank Holiday, then the ‘post by’ date will be the Tuesday.
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  13. Are there any restrictions on where I can print the postage or attach a label?

    Just like ordinary stamps, you must print the postage or place the labels in the top right hand corner of each envelope. Otherwise we may have problems delivering your mail. SmartStamp® always prints postage landscape. You can use the ‘Printer Settings’ button on your software to change the orientation of your printer from portrait to landscape.

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  14. How do I personalise my envelopes and labels?

    With SmartStamp® you can upload and add a logo or slogan, which will appear alongside your postage. SmartStamp® also comes with a library of icons to indicate, for example, that your mail is urgent or fragile.

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  15. Can I print a return address on my envelopes?

    Yes. SmartStamp® lets you store and choose from up to five different sender addresses for use on your envelopes, so you won’t have to manually enter the return address every time you want to reuse it.

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  16. Where can I post items with SmartStamp® postage?
    All non tracked items with SmartStamp® postage can be posted in all Royal Mail post boxes and are accepted at all Post Offices.

    If you have a tracked item (Special Delivery Next Day, Recorded Signed For, International Recorded Signed For) you must take the item to your local Post Office to have it accepted. The Post Office will also provide a signature for your Certificate of Posting document.
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  17. How do I produce proof of postage?
    You have the option to export a pre-filled certificate of postage through the SmartStamp® software. Simply get this signed by the Post Office, or during your Business Collection.
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  18. How do I make payments and track my spending online?

    With an Online Prepay Account, it’s easy to manage your expenditure online. Buying SmartStamp® postage is simply a matter of topping up your prepay account online either by credit card or through a Direct Debit mandate. (Please note: From 19th November 2011 the ’direct debit top up functionality’ will be temporarily unavailable. We are working to make this service available again soon, so check our website for updates.)

    You can then print postage up to the value of your account. Because your account is automatically debited every time you print a SmartStamp® you always know what’s going in and out of your account – and you’ll receive an automatic warning when your account is running low. As from the 19th November 2011, you can use your Online Prepay account to make Online Postage purchases as well as Smartstamp®.

    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 either print it or download a CSV file to import your statement onto a spreadsheet.

    The Direct Debit Guarantee

    Direct Debit
    • This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits
    • If there are any changes to the amount, date or frequency of your Direct Debit Royal Mail Group Ltd will notify you 3 working days in advance of your account being debited or as otherwise agreed. If you request Royal Mail Group Ltd to collect a payment, confirmation of the amount and date will be given to you at the time of the request
    • If an error is made in the payment of your Direct Debit, by Royal Mail Group Ltd or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society - If you receive a refund you are not entitled to, you must pay it back when Royal Mail Group Ltd asks you to
    • You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.
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  19. How do I top up my account?
    Your Online Prepay account is managed within a secure area of the Royal Mail website, where you can easily top up your account. Just log in to your SmartStamp® account and select ‘Top-up prepay’ from your account home page
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  20. How can I access my account history?

    SmartStamp® lets you view all the transactions that have taken place on your Prepay account. You can then print or download your history of account transactions.

    To access your account history, log in to your SmartStamp® account and select ‘View history’ at the top of the account home page. Alternatively you can select ‘Postage History’ on the left hand side of your Smartstamp® client.

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  21. How can I view my current balance?

    When you log in to your SmartStamp® account, your current balance will be displayed on-screen. For a more detailed view of your account, go to the account home page and select ‘View history’, for details of your subscription payments select ‘View Subscriptions’

    Once you have printed postage, you can update your current balance on the Prepay Account page simply by refreshing the page.

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  22. Can I get a VAT receipt for SmartStamp®?
    We have to charge VAT on SmartStamp® subscriptions and the confirmation you receive is a VAT receipt. We also have to charge VAT on a small number of postal services, and we currently do not sell these on SmartStamp®. Find out more information on the 2011 VAT changes (new window).

    Note: the price shown for Business Collections is exclusive of VAT.

    If you require a statement of your expenditure on subscriptions and postage you can print a statement summary from the ‘View your account statement’ area, or you can download a CSV file of all transactions within a date range and import this into a spreadsheet.

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  23. What payment security does SmartStamp® provide?

    At royalmail.com we’re dedicated to ensuring the highest levels of security possible on all payment card orders. To support our fraud screening procedures, we have introduced two new schemes: ‘Verified by Visa’ and ‘MasterCard SecureCode’.

    Both schemes are part of a new security programme to give you increased protection when shopping online. In the future when you place an order with us, you will be asked to create a new personal password. This will be used as an extra security check every time you use your payment card to buy something from us.

    royalmail.com is one of a growing number of stores providing this added security measure. If you have already registered with either of these schemes, you just need to enter your existing password to continue.

    If you have any other questions regarding this process please contact our Customer Support Team on 0845 600 1334 or contact your card issuer.

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  24. What are the terms and conditions for SmartStamp®?
    To sign up to the SmartStamp® service you must accept the SmartStamp® Terms and Conditions
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  25. How do I get more help?
    If you have any other questions about the SmartStamp® service, you can call the SmartStamp® customer service team on 08456 001 334. Our hours of opening are 8.00am – 5.30pm Monday to Friday. Alternatively, you can email us at SmartStamp@royalmail.com
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  26. How can I suggest improvements?
    We take customer suggestions seriously and try to incorporate as many as we can when introducing new software. If you would like to make a suggestion, please email us at SmartStamp@royalmail.com.
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  27. What are the most recent price changes to SmartStamp®?
    On 31st January 2011, prices for International Signed For™ using SmartStamp® changed in line with the price changes for standard stamps. Find out more about International Signed For™ .

    On 30th April 2012, prices for SmartStamp® changed in line with the price changes for standard stamps. If you would like information on the stamp changes, please go to www.royalmail.com/prices2012 and download the 'our prices 2012.pdf'.
     
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  28. What happens if my printer jams or if there’s an error?
    If an error occurs just return the leftover printed postage you do not wish to use within 7 days, along with a completed ‘Apply for a SmartStamp® refund’ form, which you can get by logging into your account area of SmartStamp® and selecting ‘Apply for a refund’. Alternatively, if you can’t print out the postage label, just note the time you tried to print it and value of the purchase you’d like refunded on the form and post it to us at:

    SmartStamp® Refunds
    Freepost, PO Box 444
    Brampton
    BARNSLEY
    S73 3AW

    We’ll credit your SmartStamp® account within 7 days of receiving and confirming your completed form.
     
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  29. What do I do if prices change?

    If you need to update your prices please click on the Update/Refresh button in the top right of your software you will then be asked to enter your printing password.

    It will then perform the update and you will then be able to select your updated postage from the product list.

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