Franking machines and equipment

Sign in to MyQuadient and open your equipment or installation area. You can also use the Quadient Knowledge Base for model-specific guides and videos. 

Search the Quadient Knowledge Base using the machine model shown on the front or rear label of the equipment. MyQuadient may also display documents linked to your registered machine. 

The serial number is shown on the machine identification label and may also be listed in MyQuadient. Some account documents and franked impressions may show a related meter, die or licence number. 

Use the virtual assistant or submit an equipment support request through MyQuadient. Quadient may need to verify your identity and account before providing access information. 

Download the approved version from the Quadient Knowledge Base or MyQuadient. Follow the instructions for your machine model and operating system. You may need local administrator rights, and your IT team may need to allow the installer through security controls. 

The administrator password is managed by your organisation or device administrator, rather than Quadient. Contact your IT team for access. 

Use the connection, online services or server-call option shown in the guide for your machine model. The machine should be powered on and connected to the internet. Use the Knowledge Base or MyQuadient support if the connection does not complete. 

Use the date or imprint settings on your machine. Menu names vary by model, so follow the current user guide. Royal Mail allows franked mail to be posted up to seven days after the day the meter impression was printed, provided the mail is prepared and presented correctly. 

Mailmark machines may advance the displayed date in the evening in line with Royal Mail requirements and the machine configuration. The Mailmark barcode records additional transaction information. You can still post eligible franked mail within Royal Mail's permitted seven-day period. 

Choose the destination, format, weight, class and any additional service required. Use current Royal Mail prices and the model guide when selecting services such as Signed For, Special Delivery Guaranteed or international mail. 

Follow the surcharge or manual-entry instructions for your machine model, or use the virtual assistant. Confirm the amount required by Royal Mail before printing additional postage. 

A PSD Locked message usually requires an online connection or an account action. Keep the machine powered on and connected, then follow the model-specific Knowledge Base steps or contact support through MyQuadient. 

Restart the machine by switching it off safely, waiting at least 30 seconds and switching it on again. If the message returns, check the print mode and use the model-specific troubleshooting guide. 

Use the Knowledge Base article for your exact model and message. These indicators can have different meanings across machine ranges. 

Weigh the item on a suitable external scale, then enter the weight manually using the weighing or batch settings on your machine. Confirm the format and service before franking. 

This message can appear after a failed connection or credit download. Check the network connection and available balance, then retry once. Contact support if the message remains. 

Restart the machine and network equipment, then retry the connection. If the issue continues, record the exact message and submit an equipment support request through MyQuadient. 

Use the virtual assistant or Knowledge Base for the machine model. For connection problems, check the network cable, router and local firewall. For print problems, confirm that the correct genuine cartridge is installed and run the cleaning process described in the guide. 

These messages are mainly associated with older equipment and may require a server connection or specialist support. Follow the exact model guide. Legacy non-Mailmark IJ machines can no longer produce valid Royal Mail franking impressions and should be handled through Quadient support. 

Royal Mail stopped accepting impressions from non-Mailmark franking machines on 1 January 2023. Legacy-machine instructions should only be used for authorised account closure, data, return or support activity. 

A small desktop machine may be suitable for a customer-managed move, but the account and licensed location must be updated first. Larger systems, connected weighing platforms and multi-component equipment may require an engineer. Submit a move request through MyQuadient before relocating equipment. 

After an approved upgrade or contract cancellation, use MyQuadient to confirm that the equipment is ready for collection and follow the packing instructions provided by Quadient. Keep the equipment and accessories secure until collection is confirmed. 

Royal Mail accepts Mailmark franking impressions. Older non-Mailmark IJ machines were decertified from 1 January 2023. IJ and IS models do not natively produce the Royal Mail 1D barcode used for Signed For and Special Delivery services. Some supported customers may use an approved online label solution. Current iX models may provide barcode capability depending on the model and configuration. Check MyQuadient or the Knowledge Base for your exact machine. 

Sign in to MyQuadient and submit an equipment service request. Quadient will confirm availability, any applicable charges and the next steps. 

Use the Quadient Knowledge Base for model-specific information and MyQuadient to submit a technical support request. 

Start from the Quadient support hub and select the relevant software product. Different products use MyQuadient, Quadient University or the Quadient Hub for support. 

Use the Parcel Pending support centre linked from the Quadient support hub. Locker support is managed through the dedicated Parcel Pending route rather than the general mail-equipment path.