Frequently Asked Questions
Do you want to register at OnlinePost? Go through the FAQs!
1. I don’t know the security code. I already have a Customer Card and want to register, but where can I find the security code?
Your security code was sent to you in an envelope together with your Customer Card. If you don’t know or cannot find this security code, you can apply for a new one directly during the registration process on www.postaonline.cz. We will send the new security code by post with Restricted Delivery to the Customer Card holder. If the customer is a company, it will be sent to the registered office of the company. The security code will be charged according to the valid Pricelist; the handling fee for generating and delivering the code is CZK 30.
2. Why do I have to wait until delivery of the security code? You can give it to me by email or by phone.
A security code protects the Customer Card holder against its abuse. The only way to protect our customers and to respect the Terms and Conditions for Customer Card is to deliver the security code by registered post with Restricted Delivery; this way the code will be delivered to the Customer Card holder against signature.
3. How can I find the Customer Card number?
The Customer Card number is printed on the reverse of the card below the barcode. A Customer Card number has precisely 13 digits. You have to enter all 13 digits to register on www.postaonline.cz. If you have more than one Customer Cards, you can use any of them to register.
4. I don’t know my login name. How can I find the name you assigned to me on registration?
Just enter the registration window on www.postaonline.cz and click on “Unknown name” below the Register button. Next enter your name, surname and Customer Card number and confirm. A link will be sent to your email address. Click on it. Next answer the security question you entered during registration. Your login name will be directly displayed. You can use this procedure only if you have a valid Customer Card. If you have not yet received it, please wait until it is issued and delivered to you.
5. Why cannot I select my own login name instead of being assigned one?
You can, but only after the successful creation and verification of your account. In order to guarantee maximum security and verification of all details for problem-free registration, the system automatically assigns a login name during the registration process. You can change this login name at any time after the complete verification of your account and your successful logging in on www.postaonline.cz. Just log in and find the option “Change access details” in the menu “Settings”. Here you can click on “Change” and enter your own login name.
6. I cannot select a password, it keeps reporting an error. What is wrong?
Make sure you have entered all the required password characters and used no prohibited combinations. In order to protect the sensitive details in your account against abuse, a very strong password must be selected. A password must have at least 8 characters and must contain at least 3 of the following characters: one lowercase letter, one uppercase letter, one digit or special character. A password must not contain a sequence of consecutive letters or digits or three or more repeated characters in a row. It must not start with an uppercase letter or end with a digit. It must not contain consecutive digits or characters such as 123 or qwerty.
Click on the link “What requirements must be met for a password to be registered?” next to the field for its entry to view all password restrictions.
7. I forgot my password; how can I find or change it?
If you don’t know your password, find your Customer Card number and reset your password. Click on “Unknown password” below the login form directly on the login page on www.postaonline.cz. Enter your name, surname, Customer Card number and click on “Change password” to confirm.
You will receive an email message with a link for the change of password sent to the email address registered for your Customer Card. Click on the link. Do not forget that it is valid for 10 minutes only. Enter your answer to the security question selected by you. Finally enter your new password and confirm the change.
8. I cannot change the password. I clicked on the link in the email message but received the message “Activation failed”.
If you wanted to change your password, an email message with a link for the change was sent to you. Do not forget that for security reasons the link was valid only for 10 minutes from the time of sending of the email message. If the 10 minutes expired, please enter your password again on www.postaonline.cz and click on the link in the new email message within 10 minutes.
9. I moved. Can I use my account to change the address for my Customer Card?
If you have an account created and verified on www.postaonline.cz, you can change your address there. Just log in to your account and click on “Change contact details” in the menu “Settings”. Enter your new address. A new Customer Card will be sent to that address. Once you accept your new card, the change procedure will be finalized.
10. I don’t have my Customer Card (it was stolen, I lost it, I cannot find it). What can I do to prevent its abuse?
Log in to your account on www.postaonline.cz and block the card. Do not forget that this is an irreversible process so that you will not be able to renew the card and will have to apply for a new one. If you are sure that you don’t have your card, log in to your account and click on “Customer Card”. Next click on “Block” in the “List of Customer Cards”.
11. I am a user of the original Client Zone. How can I administer my Customer Cards?
Currently there are two types of account. Use your usual login details to use the services in the Client Zone. If you want to administer your Customer Card, you need a new registration on www.postaonline.cz. Once your account is verified and fully activated, you will be able to use it to administer your Customer Card.
This means that you will have two sets of access details. A combined single account is planned in the future.