FAQs | Frequently Asked Questions

This error message indicates that you need to perform a data update.

For security reasons, Deutsche Post AG requires that the franking machine connect to the Teleporto data center at regular intervals. We recommend an interval of about four weeks. If one of these error messages appears, you must load Teleporto as usual. If you do not currently need any postage, simply perform a loading process with the amount “0 euros”.

Attention! If you do not respond to this message within a reasonable period of time, the franking machine will be locked after 10 days at the latest.

Error E 37: Every franking machine customer defines a maximum postage credit in their franking agreement with Deutsche Post AG. This error message appears if you accidentally want to load a postage value that exceeds your agreed postage credit. Simply perform a new postage load with a lower loading amount.

Error E 36: The franking machine has been locked by Deutsche Post AG. Please call the Teleporto data center. There you will receive more detailed information about the reason and the next steps.

Telephone: 030 / 220 660 540. Monday to Thursday 8 a.m. to 5 p.m., Friday 8 a.m. to 4 p.m.

Error C 27: This error message indicates that loading Teleporto is currently not possible because the lines are overloaded. Please try again a little later.

Error M 0: You want to frank without a cost center being selected. The franking machine therefore does not know which cost center to charge. Press the number of the cost center to be charged and then press “M”. The cost center is now selected and you can frank.

The surcharge for Dialogpost Easy is only paid upon acceptance; franking is always done at the base price.

DIALOGPOST can be franked both with the previous classic franking machines and with FRANKIT systems. In this case, franking is based only on the respective base price; surcharges and additional DIALOGPOST services are to be billed separately via the delivery list to be created. On Frankit machines, the note “Dialogpost” is printed in the franking imprint. The note “Postage paid” created by classic franking machines is still tolerated for the time being upon acceptance.

For non-FRANKIT machines, marking Dialogpost items with “Postage Paid” is also tolerated for the time being.

Rights under the statutory warranty can be asserted if the FP product was delivered in a defective condition or if the cause of the defect already existed when the machine was handed over. Of course, we will remedy defects at our expense – but not with any fixed time commitment in terms of response or fault correction. So only when free capacity is available.

Not all malfunctions of the machine in the first twelve months necessarily fall under the warranty, for example above-average wear or tear. We must also invoice you separately for corresponding repairs within the warranty period.

We therefore recommend that you conclude a service contract when purchasing an inserter or franking machine. With an FP service contract, almost all faults and causes are covered with only a few exceptions. The contract offers you preferential treatment for inquiries and fault resolution within the defined service levels with FP, essentially a productivity insurance and support.

When calculating the cost of your service contract, we took into account that the probability of failure within the warranty period is lower than with a significantly older device. We can only offer you this favorable service price if you conclude the contract within the warranty period. At a later date, an inspection of your machine must be carried out before a service contract can be concluded, or depending on age, mileage, etc., it may no longer be possible to conclude a service contract.

In addition, our technical support team assists service contract customers with troubleshooting or operation. This prevents a lengthy warranty process and provides you with prompt support in resolving your problem. Contact us via online form, email, or by phone. We are available for you on working days between 09:00 and 17:00.

Depending on your machine, your availability requirements, and your need for security, you can choose between three different FP-Care packages. Further information on our FP-Care packages.

Check the error message in the operating manual for your inserter or franking machine. Most error messages, their causes, and instructions for troubleshooting are documented there and can be resolved quickly with the help of the manual. If your error message is not listed there or the problem cannot be solved, please call our service hotline.

Telephone: 030 / 220 660 540. Monday to Thursday 08:00 to 16:00, Friday 08:00 to 15:00

Our service hotline staff are specialists in inserter and franking machines. They will be happy to try to solve the problem together with you. If the rare case occurs that it is a more extensive fault, a technician will come to you or the device will be collected. Since Francotyp-Postalia has the densest sales and service network in the industry, you can expect a short response time.

Your new advertising cliché can be created by our advertising designers according to your specifications. Please send your cliché draft to the sales partner responsible for you or to the sales center responsible for you. There your order will be recorded and forwarded to our head office.

You can freely choose the font for your advertising cliché from the standard fonts. However, the font size should not be smaller than 7 point.

The advertising cliché dimensions for the individual franking machines are as follows:

• UltiMail / MyMail / CentorMail / PostBase: 46.1 x 24.5 mm (W x H)
  
• OptiMail 30: 45.4 x 24.1 mm (W x H)
  
• OptiMail / T 100: 46 x 30 mm (W x H)
  

If you would like to send your template as an image file to your sales partner or your sales center, please use a PDF document or a common graphics format if possible.

You can order accessories and consumables for your franking or inserter machine from Francotyp-Postalia in two ways:

1. You can order accessories and consumables via our online shop at www.fp-francotyp.de/verbrauchsmaterialien.

2. You can also order accessories and consumables by phone from FP: 030 / 220 660 510.