Support and Help

Your invoice will include key information such as:

• Equipment number and serial number
• Machine type and location
• Billing period
• Usage readings (where applicable)

Flat Rate charges are billed in advance, while Copy & Print charges are billed in arrears based on usage.

Where possible, invoices are based on actual meter readings.

• If your device is connected to our Remote Care system, readings are collected automatically.
• If your device is not connected, we may contact you to request a reading.
• If a reading is not available, usage may be estimated based on historical averages.

If you receive an estimated invoice and want to submit a reading, please email U2FsdGVkX1/sj4ZyBnZC5gXEGfrDizCX+s7XhRFk7aunMnzfT3uEQKytwWGbGj8W52hK9fm3ipoeSBC3+KNhBw==

If you need to query an invoice, please email U2FsdGVkX19YJSXYSh9VgjDpjX3a2Sve0JKU5XC+dSMpw/fCSN8tADhmxvydnnhr and include:

• Invoice number
• Contact name and details
• Explanation of the issue
• Supporting evidence (e.g. contract or meter reading)

We will:

• Provide a query reference number within 48 hours
• Aim to resolve queries within 10 working days

If a billing error is confirmed, we will issue the appropriate credit or revised invoice.

To update billing information such as:

• Billing address
• Purchase Order number
• Accounts payable contact

Please email U2FsdGVkX18I1V9ORvVrXEwEmtSsSZk4D8LKGaZjj379p+0OP68xx5Hun/PF6T60.

Changes will be applied to your next scheduled invoice.
Please allow 30 days’ notice for billing updates.

If you're having trouble accessing the portal:

If you're a new contact or need your access updated, you can register for an account. You can also continue as a guest to raise a service ticket, and a member of our team will help you get set up with full access to your Customer Portal.

• Try resetting your password
• Check if your account is already registered

Your equipment number is usually located on the label of your device. You can also find it in the Customer Portal under your device list making it easy to submit service requests, order consumables, or track your machines.

Ordering toner is fast and simple. Follow these steps:

• Log in or Register in the Customer Portal.
• Click “Orders” in the navigation menu.
• Select “Consumables Orders”.
• Click “Create New Consumable Order” at the top right.
• Enter your device number (found on the label of your device).
• Confirm your order - you’ll receive a confirmation once it’s processed.

Tip: Using the Customer Portal ensures faster processing and easy tracking of your orders.

If you experience a technical issue with your device, you can quickly request support via the Customer Portal. Simply log in and click “Raise a Service Call” in the top Navigation menu to submit a service request. Our support team will respond as soon as possible.