FAQs

How do I reset my username and/or password?
Click on the Support tab. Speak to the person(s) in your company listed under Administrator Support or call the Vio Help Desk on +44 (0)20 7427 2151.

Is there a file size limit to ads I want to send?
Yes. The current file size limit is 20 MB.

How many publications can I add to a delivery ticket?
You can select a maximum of 100 publications per delivery ticket.

Why are delivery tickets stuck in my Outbox?
Tickets stuck in the outbox are files that did not complete the transmission process between you and Vio.

How do I know the newspaper received my ad?
If the newspaper received your ad the delivery ticket will be in the Confirmed view.

I frequently send ads to the same newspapers. Is there a way to save a list of those newspapers so that I don’t have to select them each time?
Yes. To create a list of publications that you send to frequently you can create a Group of those publications. Refer to the Help file on how to create Groups.

Can I add another user to our account? Will that cost extra?
Your Vio.com administrator can add additional users to your account. There are no extra costs.

If an ad is listed in the Draft/Ready to Send/Outbox/Confirmed tab, what does that mean?
A ticket in the Draft view has been saved and is in the process of being completed. A ticket in the Ready To Send view has been completed. A ticket in the Outbox is in the process of being transmitted between you and the newspaper. A ticket in the Confirmed tab has reached the destination(s) you selected.

Why is the PDF File field blank when I duplicate a ticket?
When duplicating a delivery ticket, the PDF file path is not retained as a safety measure to prevent you from accidentally sending the PDF that was attached to the original ticket.

Why isn’t my name listed in the Contact Name field when creating delivery tickets?
The Contact Name field is populated with the name of the default user for your company, which can be found when selecting My Company from the Administration tab.

Can I attach more than one PDF to a delivery ticket?
No. At present you can only send one PDF per delivery ticket.

What is the difference between a delivery ticket status of Sent versus Sending?
A “Sent” status means Vio has received the file. A “Sending” status means the file is still being transmitted from you to Vio.

Why is a delivery ticket I created and saved not in the Ready To Send tab?
A delivery ticket must meet certain requirements before it can be in a ready to send status. It must contain a description, a valid insertion date, at least one publication and a PDF file must be attached.

Where can I get help with creating PostScript and PDF files?
From the Help menu select Acrobat Settings/Configuration. File creation user guides and Acrobat Distiller settings and configurations can be downloaded from the pop up window.

How long do I have access to my delivery tickets?
At present, indefinitely.

Why are my files taking a long time to send?
This can depend on several factors such as Internet connection speed, bandwidth limitations and a high volume of Internet use from within your own company.

What is an "SID"?
SID stands for Site IDentification code.

How can I find the newspaper I need to send an ad to? 
You can perform a search by SID, name, city, state or a combination thereof.

Is Firefox a supported web browser?
At present Firefox is not a supported browser. We are working towards providing support for other versions of web browsers. Check back occasionally for information about additional web browser support.

Is there a maximum number of insertion dates I can enter?
Currently you can select a maximum of seven insertion dates per delivery ticket

How can I print topics from the Help section?
On a Macintosh hold down the Control key while clicking within the Help section and then select Print Page. If you are using Windows, right click and select Print.

When I select Preview nothing happens. Why?
Pop up blockers are enabled in your web browser. Verify this function is disabled from the preference menu of the browser you are using.

When printing a delivery ticket how do I get all of the publications to print out?
To have all publications appear in the print out, select the Printer Friendly option at the top of the page next to Help and Logoff.