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Call the UK Support Team on:

01492 539021 or 01492 539022

Frequently asked questions

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Send an email to [email protected] or pop it on the Ask a Question form

General

Q. How secure are online payments?

A. No payment information is stored by us and all payments are processed via SecureTrading or PayPal, two of the leading payment processors in the UK. Both services offer the most reliable payment gateway and merchant account services available. For more information about PayPal or Secure Trading visit their respective websites: https://www.paypal.com/uk/webapps/mpp/personal http://www.securetrading.com/about/

Q. Why would I want to use this service?

A. Using Postcodes4u for capturing your address details has the following benefits: • Speeds up the process of entering information significantly for your customers and operatives. • Ensures that addresses in your database are in a standardised, consistent format, reducing the likelihood of duplicates. • Gives you access to a database with accurate addresses, meaning that deliveries and invoices will arrive at the correct destination.

Q. Can I trial the service for free?

A. Yes, we provide a free, no-obligation trial of our services. Simply register and you will automatically be credited with 30 credits to your account.

Q. The address I have isn't listed. What can I do?

A. To generate each address Postcodes4U uses the Royal Mail PAF® database, and therefore cannot make changes to the address data. If you spot any mistakes or omissions in the data you can notify Royal Mail by email via [email protected]

Q. Do you offer address look-ups for other countries?

A. Currently we only offer address look ups to the UK, although we are looking to possibly expand this service within the near future.

Q. I don’t need my Postcode4u service any more. How do I cancel?

A. There is no obligation to keep using our service. Your account will remain active until you use up all of your credits. Unfortunately we cannot provide refunds for any unused credits. If you want to remove your account, please contact us and we can arrange this for you.

Q. Solution for IBM iSeries System i

A. If you are looking for the full PAF solution to run on your IBM midrange system for iSeries, System i, AS/400 please contact us for full information on our package solution known as PAF/400

Q. Does your online lookup return the DPS and the Geo co-ordinates?

A. Yes, this information is returned when searching by Address Id. The full schema can be found at: http://services.3xsoftware.co.uk/Search/help/operations/ById

My Account

Q. How can I alter the county options in my account?

A. You can alter the county options in the product key area of your account section. You can choose from Administrative, Postal or Traditional in the drop down box under county type and save your preference. For more information on County options please refer to County Documentation.

Q. I don’t know my account password. Can you help?

A. If you have forgotten your account password please reset using the forgotten password link on the login page.

Q. I received an error message when trying to access the service, what should I do?

A. If you receive an error message when trying to access the service please contact us for assistance on: 01492 533003

Q. What level of support do you provide?

A. Postcodes4U’s technical team will do their best to fix any issues you are having with the software free of charge. Our team is happy to provide support by phone, email or social media from Monday - Friday (09:00 - 17:00 GMT). Email us: [email protected] Phone us: 01492¬ 533003

Purchasing

Q. How do I pay for the service?

A. Paying for Postcodes4U credits is quick and simple. Select the package you would like from the Pricing menu, click BUY NOW, and you will be taken through the checkout process. You can either pay by Card or through PayPal.

Q. I don’t have a company credit card. Can I still make a purchase?

A. Yes you can make purchase using your PayPal account or we can also accept payment by cheque or BACS. If you need credits urgently, please contact us.

Q. I need a copy invoice - how can I arrange that?

A. Please log in to your account and view your orders, on each order you will have the option to print off the PDF invoice.

Credits

Q. Why can't my licence key be used from this website?

A. Within your key settings you have the option to limit our service to only accept requests on that key that are coming from a specified IP addresses. This is a security feature to prevent your key from being used anywhere other than the site you intended. If you set this up and then get this error message it means an attempt has been made to use the service from another unspecified IP address.

Q. Why am I getting the alert “The licence key has reached its daily limit. Increase your daily allowance or wait until tomorrow”?

A. Each licence key you register has a setting that dictates the total credit it can consume from the account on a single calendar day. This is a security setting to help protect your credit from being consumed too quickly. You can alter these settings within your account dashboard under "Product Keys".

Q. What happens to my leftover credits after buying more?

A. Your existing credits will remain in your account on top of the ones you add. Unfortunately we do not offer a refund for any leftover credits you don’t use.

Q. My credit has run out

A. This means you have used up all the credit available on your account. An 'error message' email will be generated when a user tries to do a look-up. The solution is to log into your account and top-up with credit or call us if you need assistance on 01492¬ 533003 (09.00-17.00 UK time).

Q. How will I know when my credits are running low?

A. You will automatically be sent an email reminding you to top up when you have 20%, 10% and 5% credit remaining on your account. If you have paid by Secure Trading you can enable 'auto renew' in your account area so that you never run out of credits.

Q. Do Credits Expire?

A. Yes, due to licensing conditions from Royal Mail all our credit packs will expire after 12 months from first use. You can purchase a credit pack at any time but the expiry period will not begin until you use your first credit.

Mobile App

Q. What mobile phones is the app available for?

A. The mobile app is only currently available on android devices (mobile phones and tablets) downloadable from 'Google Play' at.. "https://play.google.com/store/apps/details?id=com.karova.ukpostcodefinder" We hope to make it available for Apple and Windows devices in the near future

Q. How do I add credits to the mobile app?

A. Purchase credits online, though the Postcodes4U website. Go to your 'My Account' section on the website, click on the 'keys' tab, edit one of your keys and enable it for mobile use. In the mobile app, select the tool icon to go to settings. In the settings, enter your login details for Postcodes4U and the 'name' of you mobile enabled key.

Call us

Call the UK Support Team on:

01492 539021 or 01492 539022

Frequently asked questions

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