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Support / FAQs / Pricing

What counts as a chargeable address lookup?

You are only charged when a user selects an address from the search results to autofill your address form.
In your online account dashboard, your usage is measured as “Metered” or “Unmetered”. Unmetered is the free part of a lookup, this is what’s displayed in Capture+ during an address search.
The “Metered” result is the paid part of the service, this is the full address that is returned when an address is selected from the drop down list and populates the fields on the page.
The same applies for any style of address lookup supplied by PCA Predict, you will only be charged when the user selects an address from the list of matches returned.

Do international addresses cost extra?

We offer international data for over 240 countries at no extra cost, simply enable the countries you wish users to be able to search within your online account dashboard. However, enhanced address data is available for Ireland with ‘Eircodes’, due to licensing differences this data incurs an additional charge per address lookup and requires a separate licence agreement. We can also supply Royal Mail’s Multi-Residence and Not Yet Built data. Please contact us if you would like to learn more about this and enable the data on your account.

How often do I need to top up?

This will depend on your traffic volumes, i.e. how many people use your address form. We will send you an email when you have 20%, 10% and 5% credit remaining on your account, which will act as a reminder that you need to top up. If preferred, you can enable ‘auto top up’ on your account so that you never run out of credit and don’t need to log in and top up manually each time, (particularly useful over peak trading times such as Christmas). There are no rules about how often you must top up.

Why do licences and credit packs expire after 12 months?

If you do not use your credit or lookups within 12 months of the purchase date it will expire. This is in compliance with the licensing terms set by our data suppliers, such as Royal Mail (PAF) and so is outside our control.

How much credit should I buy?

Our credit packs are valid for 12 months, so the best way to work out how much credit to buy is to estimate how many lookups you will perform in one year. The more credit you buy in a transaction, the cheaper the cost per lookup, so it’s worth factoring in predicted growth and improved conversion rates when you make your purchase. Bear in mind that you will still pay for an address lookup when a user does not complete your transaction process, so consider not only how many orders you normally take but also how many might abandon after having retrieved their address details. If you would like help choosing the best top up pack for you, please get in touch.

What happens if my account runs out of credit?

If your account balance reaches zero then the address lookup on your form will not appear to users. We will send you an email when you have 20%, 10% and 5% credit remaining on your account, to remind you to login and top up before this happens. If you are worried about running out of credit, it’s worth enabling ‘auto top up’ on your account so you don’t lose customers at a busy time.

What is ‘auto top up’ and should I use it?

Auto top up means that your account will never run out of credit and your address lookup will always be available to users. This is really useful during high traffic periods such as Christmas when your traffic might increase beyond normal levels. ‘Auto top up’ will automatically charge your credit card when your balance reaches 5% of your previous top up purchase.

How can I enable auto top up?

To enable auto top up, log into your online account dashboard, go to ‘My Account > Invoices and Payments’ and choose ‘Auto Top Up’. Auto top up can be disabled again in future if you prefer to log in and top up manually.

Can I pay by invoice?

We only offer payment by invoice to customers who are purchasing larger volumes (over £500 credit plans) and annual user licenses. Invoices must be paid upfront. For smaller volumes please top up online or over the phone.

Why are you making price changes?

Following a recent review, Royal Mail has announced they will be applying a price increase to their PAF Licence and Supply with effect from 1st July 2017. This change is made in line with the conditions of their agreements.

PAF® (the Postcode Address File) is the definitive UK address database, maintained by Royal Mail. As an approved supplier, we are governed by their licensing terms and any changes they make. You can learn more here.

This is a market-wide price increase which is being enforced by Royal Mail. We are only passing on the increase in supplier costs to our customers, we’re not applying additional increases.

When will the new prices come into effect?

The new licence prices became effective on the 1st July 2017.

Can I delay the price increase?

From the 1st July any credit plan customers who don’t already have Auto top-up switched on will have the opportunity to delay their price increase. Simply switch on Auto top-up in your account section before the 1st July 2017, and we won’t apply the price increase to your existing credit pack. When you renew or purchase another credit pack after 1st July, the price increases will be applied.

All credit plan customers who already have Auto top-up switched on, your new pricing will be applied when you renew or purchase new credit after the 1st July 2017.

What happens if I buy credit before the 1st July 2017?

Your price per lookup will change when you next renew or purchase new credit, on or after the 1st July 2017 (unless you take up the Auto top-up offer as set out above). You will find that you use your credit slightly quicker than expected after the 1st July 2017 - so please bear this in mind when you next top up.

How much will the 2017 PAF price changes affect me?

Below are the most popular plan sizes with the old and new price per look up costs for Capture+ address lookup and validation.

Plan Size £50 £100 £250 £500
Old price 5.5p 5p 4.3p 3.7p
New price 5.6p 5.1p 4.4p 3.8p
% Change 1.8% 1.9% 2.35% 2.7%

Price changes, what happens next?

From the 1st July 2017 we will automatically apply the price changes, your service will continue as normal.