FAQ

Frequently Asked Questions

What is ELLA?

ELLA FAQ

ELLA, the Business Portal of Austrian Post, is a free online platform. ELLA is a modern self-service tool that provides you with important information about your business relationship with Austrian Post around the clock. The functionalities of the portal are under constant development and new services are constantly being added.

You can use ELLA to see all your invoices, orders, contracts, and customer cards in one place anytime you want. You can easily edit your company data and manage users in ELLA. In addition, you can use the portal to conveniently access many other services such as Newspaper Authorization requests, Layoutcheck and Post Paid Indication. If you need personal assistance, you can send a request directly in ELLA.

Yes, ELLA is available to you free of charge.

Currently, it is not possible to place orders via the ELLA portal. However, we are working hard to make this service available to you soon.

Payments cannot be made directly via the portal. However, you have the option of seeing all pending invoices together or individually. In addition, every invoice includes information if the amount is pending, was paid, or a payment reminder has been sent.

You can find the language selection for German and English - DE / EN - in the left-hand side of the footer. All you have do to is click on the language of your choice. Already, most content on ELLA is available in both German and English. We are working hard to provide you with a complete English version soon.

We are looking forward to your feedback for the continuous development of the portal!

Registration & Master Data

ELLA FAQ

You can only register after having received an invitation for ELLA - please contact with us at ella@post.at. You will receive the invitation with instructions for the mandatory identification via registered mail or email. After successful identification you will receive your personal activation code. The identification is necessary to protect your company data from access by unauthorized persons.

 

For your identification you need to provide data about your company and yourself, as well as upload the following 2 documents: 1. Proof of identity (ID, passport or driver's license); 2. Authorization signed on behalf of the company (you can find the document here). After your successfully confirmed identification by us (usually takes 24 hours) you can complete your registration.

 

If your identification is successful, you will receive your personal activation code and a link to the registration page. For the registration, you have to confirm your company data, before you can set your personal ELLA access data. You can complete the registration after confirming the Data Protection Policy and the Terms of Use. After that you can log in with your personal access data and use ELLA. If desired, you can activate your existing post.at business account for ELLA during the registration process.

By activating your post.at business account for ELLA, you can use both ELLA and post.at services with your account.

As a business client, you have access to certain services that are not available to private clients. Since the ELLA has been created solely for business clients, registration is not possible with a post.at private account. Please either register for ELLA with a business email address or delete your post.at private account and create a new business account with your email address.

If you would like to change your email address or password, you can do that directly in the portal. First, click on your initials in the upper right-hand corner of the header. Under "My Profile", you will find the section "Login & Settings" where you can change your email address and password.

If you would like to reset your password, you can do that by clicking here.

When logged into ELLA, click on your initials in the upper right-hand corner of the header. Under "My profile", you will find your personal data. Under "My Company" you will find your company information. This is where you can change both your personal data and your company data, as well as edit your invoice options.

User Management

ELLA FAQ

When logged into ELLA, click on your initials in the upper right-hand corner of the header. If you are an Admin user, you can go to the "User Management" to invite other colleagues to use the portal with specific permissions.

Per company, a maximum of 35 persons can have access to the portal.
As an Admin user, when logged into ELLA, you can delete any invited users at any time in the "User Management", whether they have already registered or not.

As an Admin user, when logged into ELLA, you can manage your colleague's permissions at any time in the "User Management". You can give and withdraw permissions.

As an Admin user, when logged into ELLA, you have the option of deleting existing ELLA user accounts at any time in the "User Management".

As an Admin user, when logged into ELLA, you can manage your colleague's permission for Adress Check in ELLA at any time in the "User Management". Choose the respective user and give or withdraw the permission "Chargeable Services". With this permission, paid services can be used. Currently, this is the Adress Check in ELLA. We are constantly expanding available services.

If you cannot access a specific area of ELLA, you do not have the required permissions. Please contact your Admin user. When logged in, you can find an overview of your Admin users here.

Invoices, Orders & Contracts

ELLA FAQ

On the overview page, which is the first page you see after logging in, you will find your first three invoices and orders. Click on "All" to get an overview of all invoices and orders. In the invoice overview, you have the option of searching for invoices by entering invoice numbers, delivery note numbers, and other information. If no invoices or orders are shown, you might not have received the required permissions from your Admin user.

ELLA stores invoice and order data for a period of 18 months.

If you want to find a specific invoice quickly, you might find our search function useful. Wen logged in, navigate to the "My Invoices" page and click on "Advanced Search".

 

Enter an invoice number, IMIS number, delivery note number, or order number and the desired invoice will be displayed. You can combine up to ten different search terms and divide them with commas. Entering just a few numbers will also yield a result. In that case, the system will display all invoices that include the numeric string in the invoice number, IMIS number, delivery note number, or order number. The date filter is another option that will help you narrow down your search results.

You have recently activated your post.at business account for ELLA and no longer receive your invoices for e.g., the Parcel Stamps by email? In this case, it is possible that these invoices are now sent to the invoice email address for your company. You can check your company's "Invoice Options" by clicking on your initials at the top right of the header when you are logged into ELLA. Under "My Company" you can view and change your company data and your company's invoice options.

To get an overview of all your contracts, please click on the menu item "Contracts", when logged into ELLA. Contracts are shown in reverse chronological order. If you cannot access the contracts, you might not have received the required permissions from your Admin user.

Most contracts are available for download in PDF format by clicking on the printer symbol. Depending on the system where the contracts are stored, some may not be available for download in ELLA. Upon request, we will be more than happy to provide them manually for you. Please get in touch with us here.

The system of Austrian Post divides your contracts into individual product-related contracts. If your contract covers several products, ELLA will show several contract boxes. This allows you to see at a glance for which products you have signed contracts. You will notice that your 8-digit contract number might have been extended by two numbers, which are consecutive numbers. However, behind this information, you will always find your consolidated contract (with the 8-digit number) that you can download directly via ELLA in PDF format.

Business Post.Cards (/Customer Cards)

ELLA FAQ

Click on your initials in the upper right corner, when logged into ELLA. You will find your Business Post.Cards (/Customer Cards) under "My Company". The Customer Cards section includes information about those products of Austrian Post for which your Business Post.Cards are valid. If you cannot access the Business Post.Cards section, you do not have the required permissions. Please contact your Admin user. You can find an overview of your Admin users here.

Yes, in the ELLA portal, you have the option of ordering new Business Post.Cards (/Customer Cards), disabling existing cards, or changing validity for specific products at any time. Click on your initials in the upper right corner, when logged into ELLA. You will find your Business Post.Cards under "My Company". If you cannot access the Business Post.Cards section, you do not have the required permissions. Please contact your Admin user. You can find an overview of your Admin users here.

Bonus

ELLA FAQ

You will soon be able to view your bonus-relevant revenue on ELLA if you have entered into one or more bonus agreements.

Newspaper Authorization

ELLA FAQ

To request a Newspaper Authorization, please use the corresponding online form. You will be able to access this form even if you are not a registered user of the ELLA portal. Signed in to the portal, most of your information will be pre-filled, facilitating and accelerating the Newspaper Authorization process.

Contact Form & Complaints

ELLA FAQ

If you have any questions, inquiries, or concerns, you can get in touch with us using the ELLA Contact Form. Just click on the contact icon next to your initials in the upper right-hand corner of the header.

If you have questions about the entire invoice, please click on "Submit an invoice request" in the "Invoice Details" section of a specific invoice. If you have a question about a specific item of an invoice, please click on the question mark icon in the table next to the invoice item in question.

On the Contact Form, when logged into ELLA, please choose the "Shipment Complaint" category. You can now choose between "Shipment Complaint" and "Bulk Shipment Complaint".

In the "Letter-/Advertising-/Newspaper-Mailings" category of the Contact Form, choose the option "Layoutcheck & Postage Paid Indication". Depending on the selected product, either a Layoutcheck, a Postage Paid Indication check or both are possible. Please upload a copy of your item and make sure the address field is legible.