Frequently asked questions
Digital express trial service
Which records can be copied using this service?
Most records that are held on site, and are not available on microfilm or online, and are less that 420mm x 297 mm (A3 size) can be copied. We cannot always predict in advance whether or not a particular record is suitable. If you place an order and we find the record is not suitable, you will not be charged.
This service has a very limited research facility. We will not search:
Within any document for an individual, unless the catalogue description indicates that the file is for that particular person only.
For any details within a date range within any document.
Within the WO 97 or WO 95 series.
Top of page 
What do I get?
As long as we can find the pages you want within the record, we will photograph up to ten pages, depending on the page run of the item you want. If you want more than ten pages we will tell you how many, up to a maximum of 20 pages. If we are not able to find exactly what you want within the record we may copy up to ten pages as an example of the nature of the document. All copies will be supplied as JPEG images, about 1MB file size. The photographs are taken at three megapixel size to produce an image resolution of about 300 dpi (dots per inch).
Top of page
How long does it take?
Orders received by 09:00 (UK time) Monday to Friday will be delivered the following working day. As this is a trial service, we will not be bound by this target and cannot guarantee to meet it.
Top of page
How much does it cost?
From £8.50 we will locate and copy the specified number of pages as per the service you choose.
Top of page
How are they supplied?
When the pictures are ready, you will be sent an email confirming that the order has been completed. The email contains a link to the images on our download site. The images will stay on the download site for seven days from the date of the email.
Top of page
What if the information I want is not found in the document?
If we search using the information you provide, but cannot locate the specific item, we will still charge the full fee.
Top of page
Can I place more than one order at a time?
Yes, the shopping basket allows you to place more than one order, but the system will treat each item in your shopping basket as a separate order.
Top of page
Can I place more than one order for items from the same document?
Yes, as long as you can provide detailed information of what you want from within the document for each order.
Payment and ordering issues
Do I have to be registered online to use the system?
No, anyone can use the Digital express trial service.
Top of page
What is an order number?
You can find your order number at the top of the email that you receive from Digital express trial service.
Top of page
In what currency is my credit card billed?
We will bill you in £ (sterling) and your credit card company will carry out the conversion on the day they process the transaction.
Top of page
Why weren't my card details accepted? I'm sure that I typed the number correctly
Check the type of card you are using. If your card is a debit card, but not Switch or Solo it might be a Delta card. Delta debit cards also have the Visa logo on them, which makes it confusing. Only choose the card name Visa if you are sure that your card is a credit card.
Top of page
What is the long number (610007984211) that keeps on appearing on the Royal Bank of Scotland site after I press the pay button?
This is an internal receipt number for the bank, which we occasionally use to track customers' details. Our preferred method is to use our order number.
Top of page
I've paid twice for the same order. Can I have a refund?
Complaints and applications for refunds should be addressed to Digital Express, c/o DocumentsOnline . You can read the refund policy here.
Top of page
I don't have a credit or debit card. What happens now?
At present this trial service can only accept online payment by credit or debit card.
Top of page
| 
Help
