Talk to us directly by calling 020 7747 3502 or you can email us at helpdesk@intelligent-addressing.co.uk. The Helpdesk is available between 9.00 and 17.30 every working day (Monday to Friday) – this excludes all public holidays in England. We endeavour to be helpful and informative at all times.

If you have any questions regarding NLPG data or you are experiencing any difficulties with a data supply or licence please contact our commercial support. Talk to us directly by calling 020 7747 3502 or you can email us. The Helpdesk is available between 9.00 to 17.30 every working day (Monday to Friday) – this excludes all public holidays in England. We endeavour to be helpful and informative at all times.

Commercial Support Services:
The following support services are available for commercial users:

• Help interpreting online published documentation
  • Library
• Assistance ordering commercial products
  • Supply and receipt of digital order forms
• Order administration
  • Log Dev/Dem and End User licences
  • Confirm order to user
  • Export data products
  • Set up FTP account and distribute T&Cs *
  • Distribute data products
• Use of the NLPG website, in particular;
  • NLPG Search
  • FTP Download *
• Error reporting
  • Record reported error incidents
  • Type 1 Error : data error or data omission
  • Type 2 Error: data transfer error or formatting error.
• Maintaining commercial Frequently Asked Questions (FAQs)

The following NLPG helpdesk services are available for MSA signatories:

• Help interpreting online published documentation*
  • Library
    
• Assisting users to order MSA services*
  • Supply and receipt of digital order forms
    
• Order Administration*
  • Log MSA service orders
  • Confirm order to user
    
  • Confirm service procedure and user actions (if required)
    
  • Set up FTP account and distribute T&Cs (where required)
• Troubleshoot user’s reports (explain and provide advice regarding error and warning flags):
  • Monthly healthcheck reports,
  • COU reports and
  • Full reload and resynchronisation reports
• Use of the NLPG website, in particular;*
  • Username/password troubleshooting
  • NLPG Search
  • NLPG Advance
  • FTP Upload/Download facility
• Maintaining NLPG Frequently Asked Questions (FAQs)*
• UPRN allocation
  

Accessing the FTP Site:

1. Check you are using the correct username and password (obvious, but worth it!).
2. Check you are trying to access the correct folder i.e. IN for uploads and OUT for downloads.
3. Check whether you can access other ftp sites e.g. ftp://ftp.microsoft.com - if you can’t then you should contact your IT as it is likely your access has not been enabled.
4. If possible, try using a different ftp client to access the site (contact your IT dept with regards to this).

• What ftp client are you using?
• Have you been able to access the ftp server in the past? If so, when?
• A screenshot of any error messages
• A clear description of the problem e.g. can see existing files but not upload new ones
• Ask your IT dept if any proxy servers are being used and what firewall restrictions are in place

1. Check you are using the correct username and password (obvious, but worth it!).
2. Does your password need changing (passwords expire after 90 days)?
3. Check whether you have been automatically logged out - if so, you will need to log in again (this occurs after 29 minutes of inactivity)
4. Check the password rules when changing your password (passwords must be at least 8 characters long, they must contain at least one upper case letter and at least 4 number characters).

• What action were you trying to perform e.g. trying to change your password?
• A screenshot of any error messages/data issues