HELP CENTER

All postage runs through the post office, even with metered mail. To request a refund from the USPS, get a printed USPS Form 3533 — Application for a refund of fees, products, and account withdrawals from your nearest Post Office. Your postage mark must be clear and complete. Submit the form within 60 days of the printing date.

USPS refund processing fees

The fee is 10% of the value of the postage if it is $500 or less.
When the postage value exceeds $500, a charge of $50 for every hour spent processing the refund is applied, with a minimum charge of $50.

For more information, contact your local Post Office.

What if I receive an error about connection being lost or an error retrieving DHCP?

Please follow the steps below:

1. Unplug the power cord from the back of the machine to perform a hard reboot.
2. Once the machine powers back up, ensure that the ethernet cable is plugged into the back of the machine and there is an amber as well as a green light where it’s plugged in.
3. If there is no green light, then there is currently nothing streaming from that port and IT must be contacted to fix the port.
4. If there is a green light on the machine, we will proceed to the next step: if you are stuck at the error screen, please hit settings in the bottom left of the screen.
5. Please note if an IP address has been assigned to the machine (if it is all 0’s then the machine isn’t being allowed to access the network, IT will need to get involved.)
6. If your machine has IP addresses and all the information is populated on the settings screen, we may need to change the DNS server to 8.8.8.8. To do this, you will take a picture of the settings with all the numbers associated with them. There are two pages, so take one picture then scroll down and take another picture.
7. Once done with that, hit the change button on the bottom left of the screen. Here, we will hit disable on DHCP.
8. Next, you will input the IP address you took a picture of. Now, input the subnet. This is where we put 8.8.8.8 as the DNS.
9. Follow the rest of the prompts until you get to proxy. Disable proxy. The machine will now reboot to save the settings.

Hopefully, this will allow the machine to access the network without being blocked. If this still does not work, IT must coordinate with a technician to get past security protocols on the network and figure out what credentials are needed to make this possible.

If these steps do not work, please call the KBS office at: 484-681-9643

My stamp is printing light, smeared, or only half of the stamp.

Please follow the instructions below:

1. Please ensure the ink cartridge is full and does not show signs of damage.
2. Take a cloth or paper towel and wipe in the same direction along the bottom of the cartridge where ink comes out.
3. Shake the cartridge with the towel covering the bottom where the ink comes out.
4. Reinsert the cartridge into the machine.
5. Run a label or envelope through the machine to see if it is now printing correctly.

If these steps do not work, please call the KBS office at: 484-681-9643

What should I do if my envelopes aren’t sealing?

Please follow these instructions:

1. First, visually inspect the sealer brush. Do you see any buildup or damage on the brush or sponge?
2. If so, change both the brush and the sponge. (You can order a replacement in our online store or by emailing store@360kbs.com.)
3. After changing the brush and sponge, ensure there is enough sealing solution and adequate moisture accumulated on the brush.
4. Send an envelope through on seal-only setting and see if the sealer is now working.