Q: Why can't I log into my account?
A: The account needs to be created by IPS first. An email will be sent to the account holder with the user login credentials. If you have received your credentials and still cannot log in, please contact IPS global by calling 800.347.2913.

Q: I forgot my password.
A: No problem. You can click on the "Forgot Password" link at the bottom of this page under the "My Account" heading.

Q: Can the Technician be asked to work on devices without a service ticket while onsite?
A: Yes. All IPS technicians will perform "on site" calls and can generate service tickets "on-the-fly". The onsite technicians may not have all of the parts necessary to fix the problem, but they should be able to diagnose the problem and complete the repair on a follow up call.

Q: Can I add or remove devices from "My equipment"?
A: Yes. You can Add, Remove, or Relocate devices by filling this form out. An IPS staff member will process the requested change so it is represented in the account correctly.

Q: Can we recycle our toner cartridges through IPS?
A: Yes. We provide boxes with pre-paid UPS return labels to place your empty cartridges into for return shipping. The recycle boxes can be ordered via web or phone call.

Q: How do I know if my servce call is "low, medium, or high priority"?
A: Below are the basic descriptions of the priority statuses. Please be aware that we will always strive to have any service call completed within 1 business day after submission. The priority status is used to help the technicians gauge call volume and time on site throughout their day.

A "low" priority call is one where the device is still functioning fully, but a message is display on the device requesting intervention. Usually, this is in the form of a maintenance request.

A "medium" priority call is one where the device is experiencing an issue but is still functioning. Issues of this nature would include minor image defects or occasional jamming.

A "high" priority would be a condition that causes the device to be completely unusable. This can be caused by fuser or scanner failing, gears breaking or rollers too worn.

Q: None of my printers are showing up in the "My equipment" section of the website.
A: First, make sure you are in the correct department. Many users have the ability to see multiple locations based on their position and job role. To make sure you are in the correct location, check the yellow box at the top right of the screen. If the department is incorret, use the pull down arrow to view the remaining choices and select the appropriate one. Second, if there are NO devices showing at all, your location may have not had a site survey. If this is the case, IPS does not know what devices your department has onsite, so we cannot display the information. To request and schedule a site survey contact IPS at 1-800-347-2913.

Q: Can I order without a valid PO?
A: No. All City Of Philadelphia departments are requred to have a valid PO for purchasing consumables from IPS.