Frequently asked questions

Have a question? Find the answer here.

Most Popular FAQ's

What default actions can I change?

There are 5 default actions that you can amend at anytime, that take immediate effect: 

Scan Envelope, Open and Scan or Forward to Address. 

Notification method, email, SMS or both 

Receive scans via email for, scanned envelopes or envelopes and scanned letters . 

Get forwarding notification's when items are forwarded with tracking details. 

Set maximum number of scanned pages. 

What is a customer ID number?

This is the number that we issue to you as soon as we have received your documents, and completed the verification process. This unique customer number needs to be on all your mail, as this is scanned and will allocate your mail to your secure online account.

This does not apply to prime street addresses. Prime street addresses use only your personal/compnay name, no client ID is required in the address.

What payment options are there?

With all accounts you can top up your account via your dashboard.

Debit and Credit card, must be registered for 3D Secure PayPal account Bank Transfer, see below

Bankers: HSBC, 165-167 High Street, Poole, BH15 1AU. UK

Name: UK POSTBOX LIMITED Sort: 403736

Account: 02047535

IBAN: GB62MIDL40373602047535



Please include your UK Postbox customer ID number or full name in the payment reference field

Which UK Postbox account is right for me?

This really depends on the amount of mail you expect to receive. If you are unsure about the volume of mail, you can start on a lower priced plan, and move up if required..

Please use our plan calculator to get the right address and mail plan.

Where is my mail stored?

Your mail is processed through our own dedicated mailroom facility, based in Dorset. Mail is bar-coded, scanned, and delivered to your online account. All mail is then stored at one of our onsite secure storage facilities. 

We do not process and store any mail in the satellite addresses, as it would be difficult to control the high security levels that we required

What happens if my credit runs low?

We will send you an email requesting an account top up. All you have to do is click on the link, and it will take you to a secure payment processing page, once you have completed the payment, your account will be credited immediately

Does UK Postbox outsource any part of the process?

No. All mail stays within our own dedicated mailrooms and storage facilities. No mail is sent to a third party outsourced company at any stage of the process, unless you request your items to be forwarded via a postal/courier service.

How long does it take to setup an account and receive my new address?

The main online registration process is instant, you then need to complete the verification/upload documents process. We aim to complete and process accounts within 24 hours (during working/office hours).

To sign up please go to our sign up page

Do I need to provide for proof of address?

Yes, We are regulated under the London Local Authorities Act 2007 (section 75) and the Money Laundering Regulations Act 2007 for the prevention of potential Fraud and Money Laundering via the service we provide.

Our MLR registration no is 12729809. All ID documentation submitted is handled and processed in accordance with the Data Protection Act. We are registered with the Information Commissioners (ICO) and our registration no is ZA038907 .

In order for us to comply with legal requirements and therefore continue to deliver a secure service to our customers, it is necessary to verify personal details submitted to us upon registration of UK Postbox accounts. The process you will be asked to complete is dependent on whether you are a personal or business customer. Business accounts require different information dependent on Sole Trader/partnership or Incorporated Ltd, LLP, LLC, PLC. Your personal details will be run automatically through an identity verification product called URU. This product supplied by our trusted partners at Tracesmart, checks the name, address and date of birth details entered during registration against multiple data sources to confirm the validity of the information. .

Learn more about identity verification

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