MPS Essential - Frequently Asked Questions

Read through our frequently asked questions for Brother's MPS Essential subscription service. If your question still isn't answered below, you can speak to one of our representatives on 01636 557420.

General FAQs about MPS Essential

What are the installation requirements?

Make sure your printer is connected to a network that has internet access. Take a short call from Brother shortly after your printer has arrived and we’ll make sure your service is up and running.

What if I need extra pages?

Extra pages will automatically be charged by your service as your business uses them. You will be charged two different prices, one for pages that use only black ink or toner, and a different price per page for pages that require colour and black ink or toner.

What if I do not use all the pages in the package?

Pages will be rolled over within the billing quarter. If your business uses less than the total page allowance within your billing quarter you will not be charged for any additional pages.

What is included in my page package?

Your package provides your business with automatic toner ordering and delivery, easy to use portal to manage your service and enough toner or ink and related supplies to enable your business to print your chosen number of pages (for colour printers or MFC’s number of pages is split 50:50 by colour pages and black and white pages) .

For customers who have a new printer or multifunction device your package will also include manufacturer support for any issues with your device or service.Businesses who take a MPS package with an existing printer or MFC purchased via selected MPS Essential resellers will not be supported with a manufacturer service pack.

How are the number of pages my business uses calculated?

Every A4 page your business prints count as one page, two-sided prints count as two pages. A3 print outs count as two pages. Within your page package 50% of your page pack is black and white pages 50% of your page pack is colour pages.

How long will my service last?

Your business will be supported with the service until you notify Brother, via the portal, that you wish the subscription to stop.

What is the difference between a colour page and a mono page?

A colour page requires colour ink or toner to be printed. A mono page requires ONLY black ink or toner to be printed.

How can I check how many pages I have used?

At any time your business can log into your portal and find the number of pages your business has printed. Your business will be billed quarterly. Your quarterly invoice will clearly show how many pages are included in your package and how many pages your business has used during the billing period.

How can MPS Essential make my business more sustainable?

Automated supplies replacement automatically delivers ink and toner, as you need them, so you can take back the time you spend managing supplies inventory.Your MPS Essential service includes a return programme for every ink or toner you use. At the point your supplies are delivered you can use the return label or other supplies return service to return your used supply to Brother. Our service ensures that your used supplies are professionally recycled and repurposed to ensure they do not end up in landfill.

Can I change my MPS Essential package?

You can change your MPS Essential package once every 12 month billing period. Contact Brother anytime via your MPS Essential portal.

Can I cancel my MPS Essential service?

You can cancel your MPS Essential service anytime. Contact Brother via the MPS Essential portal. At the point of cancellation, you will need to provide a minimum of 3 months notice.

What kind of support service is included in my MPS Essential subscription?

For customers who have a new Brother printer or MFC please contact Brother for support any time via our MPS Essential portal. Brother will respond within four business hours. If your issue is not resolved Brother will be on-site to fix your printer next business day. (Business day defined as 9am - 5pm Monday - Friday excluding public holidays).

What kind of support service is included in my MPS Essential subscription if joining the program with older hardware (older than 14 days)?

Businesses who join with hardware older than 14 days will not benefit from manufacturer support service. They will benefit from any other warranty or support they may have in place with Brother or another supplier. If you experience a maintenance issue please contact your Brother MPS Essential reseller.

How long does it take to set up a MPS Essential subscription?

It takes less than a minute to choose your package and register your subscription. Once registered your printer will dispatched as per the agreed time-frame from your print supplier. Once your printer has arrived you can manage your service via the MPS Essential portal. Brother will contact you via telephone to complete remote installation, ensuring everything is connected and you are getting the most out of your device.

What does the monthly fee cover?

Based on the plan you selected, your monthly fee pays for original Brother ink and toner automatically ordered by your printer and delivered to you and next day business on-site support (including all parts and labour). All you have to do is provide the paper. (NB: next business day support including parts and labour is only available to customers who join the program with a new printer or MFC).

Who do I contact if I have a problem?

Contact Brother for support any time via our MPS Essential portal.

MPS Essential Supplies FAQs

How do I get my supplies?

Brother will send replacement ink and toner cartridges as you need them. Your printer must be connected to your network/Wi-Fi router with internet access and connected to the Brother MPS Cloud. Your printer will automatically orders supplies when you are running low.

How do MPS Essential automated supplies work?

In order to provide you with automated supplies shipments, Brother connects your printer to the Brother Print Smart cloud. This connection enables Brother to track the number of printed pages and ink and toner levels. MPS Cloud sends the encrypted information via your Internet connection. Brother will contact you to help set up your printer and make sure it is connected to the MPS Cloud.

What are the internet connection requirements for MPS Essential automated supplies?

Your network printer will use a secure HTTPS communication to the MPS Essential portal using port 443. Generally speaking, that port is open by default. If it isn’t, then you need to speak to your IT administrator and ask them to open it.

Who sets up MPS Essential automated supplies?

Brother will contact you via phone after your printer has been delivered. During this short call Brother will connect your printer to the internet in order for the MPS automated supplies service to be able to supply your printer. Brother will also use the call to ensure your business are getting the most from your new printer.

Does my printer need to be connect to a network?

Yes, it does. The printer requires an ongoing internet connection in order to provide you with automated supplies shipments. Brother will connect your printer to the Brother MPS cloud to track the number of printed pages and ink and toner levels, ensuring you never run out of supplies.

What happens if my MPS Essential printer is no longer connected to the internet?

The Brother MPS team will notify you if your printer stops sending information to the Brother MPS cloud.

What is covered by my service pack?

All machine life parts - please contact your preferred partner for more information.

NB: service pack is only available to customers who join the program with a new printer or MFC.

MPS Essential Billing FAQs

What counts as a page?

A printed page counts the same whether it’s black and white or colour. Pages are counted per printed side, thus a two-sided document would count as two printed pages. A3 print outs count as 2 pages.

How do I pay for my MPS Essential subscription?

You will be billed quarterly by Brother for your MPS Essential service. Your bill will be sent via email and payment taken by direct debit (UK) / invoice (Netherlands).

When do I pay my first bill?

Your first MPS Essential bill is due 3 months after you start your subscription.

How can I find out how many pages I’ve printed?

You can find out how many pages your business has printed, how many rollover pages are available, and how many additional page blocks you have purchased by signing in to the MPS Essential customer portal.

How do I change my payment details?

Please notify Brother via your MPS Essential customer portal. Brother will then contact you to process any changes.