Services

Platform

Operational

Desktop Application

Operational

iOS Application

Operational

Mail Scanning

Operational
1 Business Day

Mail Forwarding

Operational
1 Business Day

Basic Verification | Automatic

AI Auto
Instant

Basic Verification | Manual

Delayed
2-3 Business Days

Enhanced Verification

Extended Response Time
Upto 4+ Business Days

Comms

Customer Support

Email Icon
EMAIL SUPPORT
Standard
1 Business Day
Message Centre Icon
Message Centre
Standard
1 Business Day

Mail Room

Email Icon
EMAIL SUPPORT
Standard
1 Business Day
Message Centre Icon
Message Centre
Standard
1 Business Day

Verification Team

Email Icon
EMAIL SUPPORT
Extended Response Time
4+ Business Days
Message Centre Icon
Message Centre
Extended Response Time
4+ Business Days

Business Team

Email Icon
EMAIL SUPPORT
Standard
1 Business Day
Message Centre Icon
Message Centre
Standard
1 Business Day

Social Media Support

Status
Standard
1 Business Day

Business Days are Monday - Friday, from 9am to 4pm GMT+1

Postal & Couriers

DPD

Due to the suspension of services with DPD to the EU, additional services charges being imposed and a number of parcels being returned to us we have taken the decision to suspend DPD shipments to the EU until further notice.

The available postage option has been removed from selection and an alternative network will need to be selected.

DHL

Shipping from this date will now require the additional mandatory data.


For more information click HERE

Royal Mail

Royal Mail services to the EU have resumed but there will be additional delays in delivering items.

Shipping from this date will now require the additional mandatory data.


For more information click HERE

Past Incidents

December 21, 2020

Royal Mail have made changes to their timed guarantees for our Special Delivery by 9am and 1pm services https://t.co/Zqcrz2UG1T

13:43

December 10, 2020

Update Mail forwarding changed from standard to delayed

16:21

December 9, 2020

There have been no reported incidents

10:02

December 2, 2020

There have been no reported incidents

11:53

November 25, 2020

There have been no reported incidents

12:50

October 15, 2020

Update mail forwarding, mail scanning and verification basic (manual) have returned to standard turnaround time

17:00

October 8, 2020

Comms updated | The following departments have returned to standard response times - Mailroom, Business Team, Customer Services and social media support.

11:09

September 29, 2020

Comms updated | Further to an increased number of comms the mailroom and business team communications are delayed. We apologise for any inconvenience caused and expect to get all comms back to standard service very quickly.

16:01

September 28, 2020

Mail scanning status has been changed to delayed.

16:19

September 15, 2020

Our platform is fully operational, and customers should have full access to their accounts. We thank everyone for their patience during the problems experienced yesterday.

12:02

September 14, 2020

Our platform is back online, but you may experience some minor disruptions over the coming hours. Please accept our apologies for the delay and any inconvenience this may have caused.

22:44

September 14, 2020

We apologise for any inconveniences caused. We are continuing to explore solutions to get back up and running as quickly as possible. Thank you for your patience.

18:00

September 14, 2020

The platform has been interrupted/offline and the tech guys are working on the problem.

15:00

September 14, 2020

Microsoft Azure South UK region is down at present, which is affecting all our services. There are engineers working on it to restore the services.

15:00