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Faqs

American Document Solutions

Questions, answered.

Straight answers to the things our customers ask most — about billing, service, supplies, and your equipment. Can’t find what you need? We’re a phone call away.
Billing & Contracts
Service & Repairs
Supplies & Toner
Leases & Returns

01 Billing & Contracts

Understanding your invoices, meter reads, and agreement terms.
What am I actually paying for each month?
Your invoice typically combines two things: a base or lease payment for the equipment itself, and a service/supply charge based on the pages you print. Many customers are on a cost-per-page agreement, where toner, parts, and labor are bundled into a per-click rate.

If a line item ever looks unclear, call us and we’ll walk through it with you item by item.

The most common reasons are:

  • Print volume changed — you printed more (or fewer) pages than your included allowance.
  • Overage pages — usage above your monthly allowance is billed at your contracted per-page rate.
  • A scheduled rate adjustment built into your agreement.
  • Color vs. black-and-white mix — color clicks cost more than B&W.

We’re glad to send a usage breakdown so you can see exactly where the change came from.

A meter read is simply the page counter on your device. It tells us how many pages you’ve printed so we can bill your usage accurately. Most of our connected machines report this automatically — so you never have to do anything. If a device isn’t connected, we may occasionally ask you to read the meter from the display or send a usage report.
Reach out to us right away with your invoice number and the charge in question. We’ll review the meter history and contract terms and make it right if there’s an error. We’d always rather hear from you than have you sit on a question.
When your device is connected to our monitoring, it does two jobs automatically: it reports meter reads for billing, and it tells us when toner is running low so we can ship a replacement before you run out. No phone calls, no guessing.

02 Service & Repairs

When something goes wrong, here’s how to get it fixed fast.
How do I place a service call?
Call us at 973-970-9737 or submit a request through your service portal. Have your equipment ID or serial number ready (it’s on a label on the machine) along with a short description of the problem and any error code on the display. That gets a technician to you faster.
Response time depends on your service agreement, but our goal is same-day or next-business-day on-site response for most issues in our North Jersey service area. Many common problems can be resolved remotely or over the phone the same day you call.
  • Paper jams: Follow the on-screen diagram, open and close each indicated tray/door, and remove paper slowly in the direction it feeds. Make sure no torn pieces remain.
  • Error codes: Note the exact code, then power the machine fully off and on (wait 30 seconds). Many codes clear on a restart.
  • Poor print quality: Run the built-in cleaning/calibration cycle from the device menu before calling.

If the issue persists, call us with the error code in hand.

Most agreements cover parts, labor, and toner for normal use. Typically not covered: paper, staples, damage from misuse or power surges, and network/IT issues outside the device itself. Your specific terms govern — ask us if you’re unsure about a particular item.
Yes. We support scan-to-email, scan-to-folder, print driver installation, and connectivity setup on your devices. For issues that reach into your broader network or security settings, we’ll coordinate with your IT contact so nothing falls through the cracks. Please note these services are typically billable after the initial installation.

03 Supplies & Toner

Getting the right consumables at the right time.
How do I order toner?
If your device is on automatic monitoring, you usually don’t have to — we ship toner automatically when levels run low. If you need to order manually, call us or use your portal with your equipment ID, and we’ll send the correct cartridge for your model.
On most cost-per-page and full-service agreements, yes — toner is included in your rate (specialty supplies like staples and waste containers may vary). If you’re on an equipment-only arrangement, supplies are billed separately. Check your agreement or just ask us.

There’s no need. Our automatic toner replenishment monitors your levels and ships toner so it arrives on time, before you run out. That also avoids stockpiling cartridges that can expire or be discontinued if you change equipment.

Off-brand and refilled cartridges are a frequent cause of streaking, poor color, and even hardware damage — and damage they cause typically isn’t covered under your service agreement. Genuine supplies matched to your device protect both print quality and your warranty.
Most manufacturers offer recycling programs for empty cartridges, though there are typically additional shipping costs to send them back. Please don’t throw cartridges in the regular trash — ask us about the recycling program for your equipment.

04 Leases & Equipment Returns

How leasing works, and what happens when terms end.

What's the difference between leasing and buying?

Leasing spreads the cost over predictable monthly payments, preserves capital, and makes it easy to upgrade to newer technology at term-end. Buying means a larger upfront cost but no ongoing lease payment. Most businesses lease their primary devices and pair that with a service agreement — we’re happy to model both for your situation.

Typically you can: upgrade to newer equipment on a fresh term, return the equipment, or purchase it at the agreed end-of-term value. We recommend talking through options 60–90 days before your end date so nothing happens automatically that you didn’t intend.

Lease returns are time-sensitive and the terms are set by the leasing company, not just ADS. Generally you’ll need to:

  • Notify the leasing company in writing by the required notice date.
  • Return the equipment by the deadline using approved packaging/shipping.
  • Wipe or remove stored data from the device’s hard drive.

Missing a return deadline can lead to continued billing or auto-renewal. If you lease through ADS, we provide a service that assists you through the entire return process — and we’ll hold your old machine for you at no cost. Just loop us in early.

ADS provides and services your equipment, while a third-party finance company (for example, the lessor named on your agreement) holds the lease itself. That’s standard in our industry. We act as your point of contact and advocate, but the lease contract’s notice dates, payments, and return terms are governed by the leasing company’s paperwork — so it’s worth reading those terms or asking us to explain them.

Often, yes. Needs change — you might add a device for a new location or swap to a different model. Depending on the agreement this may be handled as an add-on schedule or a restructured lease. Let us know what’s changing and we’ll find the cleanest path.

01 Billing & Contracts

Understanding your invoices, meter reads, and agreement terms.
What am I actually paying for each month?
Your invoice typically combines two things: a base or lease payment for the equipment itself, and a service/supply charge based on the pages you print. Many customers are on a cost-per-page agreement, where toner, parts, and labor are bundled into a per-click rate.

If a line item ever looks unclear, call us and we’ll walk through it with you item by item.

The most common reasons are:

  • Print volume changed — you printed more (or fewer) pages than your included allowance.
  • Overage pages — usage above your monthly allowance is billed at your contracted per-page rate.
  • A scheduled rate adjustment built into your agreement.
  • Color vs. black-and-white mix — color clicks cost more than B&W.

We’re glad to send a usage breakdown so you can see exactly where the change came from.

A meter read is simply the page counter on your device. It tells us how many pages you’ve printed so we can bill your usage accurately. Most of our connected machines report this automatically — so you never have to do anything. If a device isn’t connected, we may occasionally ask you to read the meter from the display or send a usage report.
Reach out to us right away with your invoice number and the charge in question. We’ll review the meter history and contract terms and make it right if there’s an error. We’d always rather hear from you than have you sit on a question.
When your device is connected to our monitoring, it does two jobs automatically: it reports meter reads for billing, and it tells us when toner is running low so we can ship a replacement before you run out. No phone calls, no guessing.

02 Service & Repairs

When something goes wrong, here’s how to get it fixed fast.
How do I place a service call?
Call us at 973-970-9737 or submit a request through your service portal. Have your equipment ID or serial number ready (it’s on a label on the machine) along with a short description of the problem and any error code on the display. That gets a technician to you faster.
Response time depends on your service agreement, but our goal is same-day or next-business-day on-site response for most issues in our North Jersey service area. Many common problems can be resolved remotely or over the phone the same day you call.
  • Paper jams: Follow the on-screen diagram, open and close each indicated tray/door, and remove paper slowly in the direction it feeds. Make sure no torn pieces remain.
  • Error codes: Note the exact code, then power the machine fully off and on (wait 30 seconds). Many codes clear on a restart.
  • Poor print quality: Run the built-in cleaning/calibration cycle from the device menu before calling.

If the issue persists, call us with the error code in hand.

Most agreements cover parts, labor, and toner for normal use. Typically not covered: paper, staples, damage from misuse or power surges, and network/IT issues outside the device itself. Your specific terms govern — ask us if you’re unsure about a particular item.
Yes. We support scan-to-email, scan-to-folder, print driver installation, and connectivity setup on your devices. For issues that reach into your broader network or security settings, we’ll coordinate with your IT contact so nothing falls through the cracks. Please note these services are typically billable after the initial installation.

03 upplies & Toner

Getting the right consumables at the right time.
How do I order toner?
If your device is on automatic monitoring, you usually don’t have to — we ship toner automatically when levels run low. If you need to order manually, call us or use your portal with your equipment ID, and we’ll send the correct cartridge for your model.
On most cost-per-page and full-service agreements, yes — toner is included in your rate (specialty supplies like staples and waste containers may vary). If you’re on an equipment-only arrangement, supplies are billed separately. Check your agreement or just ask us.

There’s no need. Our automatic toner replenishment monitors your levels and ships toner so it arrives on time, before you run out. That also avoids stockpiling cartridges that can expire or be discontinued if you change equipment.

Off-brand and refilled cartridges are a frequent cause of streaking, poor color, and even hardware damage — and damage they cause typically isn’t covered under your service agreement. Genuine supplies matched to your device protect both print quality and your warranty.
Most manufacturers offer recycling programs for empty cartridges, though there are typically additional shipping costs to send them back. Please don’t throw cartridges in the regular trash — ask us about the recycling program for your equipment.

04 Leases & Equipment Returns

How leasing works, and what happens when terms end.

What's the difference between leasing and buying?

Leasing spreads the cost over predictable monthly payments, preserves capital, and makes it easy to upgrade to newer technology at term-end. Buying means a larger upfront cost but no ongoing lease payment. Most businesses lease their primary devices and pair that with a service agreement — we’re happy to model both for your situation.

Typically you can: upgrade to newer equipment on a fresh term, return the equipment, or purchase it at the agreed end-of-term value. We recommend talking through options 60–90 days before your end date so nothing happens automatically that you didn’t intend.

Lease returns are time-sensitive and the terms are set by the leasing company, not just ADS. Generally you’ll need to:

  • Notify the leasing company in writing by the required notice date.
  • Return the equipment by the deadline using approved packaging/shipping.
  • Wipe or remove stored data from the device’s hard drive.

Missing a return deadline can lead to continued billing or auto-renewal. If you lease through ADS, we provide a service that assists you through the entire return process — and we’ll hold your old machine for you at no cost. Just loop us in early.

ADS provides and services your equipment, while a third-party finance company (for example, the lessor named on your agreement) holds the lease itself. That’s standard in our industry. We act as your point of contact and advocate, but the lease contract’s notice dates, payments, and return terms are governed by the leasing company’s paperwork — so it’s worth reading those terms or asking us to explain them.

Often, yes. Needs change — you might add a device for a new location or swap to a different model. Depending on the agreement this may be handled as an add-on schedule or a restructured lease. Let us know what’s changing and we’ll find the cleanest path.

01 Billing & Contracts

Understanding your invoices, meter reads, and agreement terms.
What am I actually paying for each month?
Your invoice typically combines two things: a base or lease payment for the equipment itself, and a service/supply charge based on the pages you print. Many customers are on a cost-per-page agreement, where toner, parts, and labor are bundled into a per-click rate.

If a line item ever looks unclear, call us and we’ll walk through it with you item by item.

The most common reasons are:

  • Print volume changed — you printed more (or fewer) pages than your included allowance.
  • Overage pages — usage above your monthly allowance is billed at your contracted per-page rate.
  • A scheduled rate adjustment built into your agreement.
  • Color vs. black-and-white mix — color clicks cost more than B&W.

We’re glad to send a usage breakdown so you can see exactly where the change came from.

A meter read is simply the page counter on your device. It tells us how many pages you’ve printed so we can bill your usage accurately. Most of our connected machines report this automatically — so you never have to do anything. If a device isn’t connected, we may occasionally ask you to read the meter from the display or send a usage report.
Reach out to us right away with your invoice number and the charge in question. We’ll review the meter history and contract terms and make it right if there’s an error. We’d always rather hear from you than have you sit on a question.
When your device is connected to our monitoring, it does two jobs automatically: it reports meter reads for billing, and it tells us when toner is running low so we can ship a replacement before you run out. No phone calls, no guessing.

02 Service & Repairs

When something goes wrong, here’s how to get it fixed fast.
How do I place a service call?
Call us at 973-970-9737 or submit a request through your service portal. Have your equipment ID or serial number ready (it’s on a label on the machine) along with a short description of the problem and any error code on the display. That gets a technician to you faster.
Response time depends on your service agreement, but our goal is same-day or next-business-day on-site response for most issues in our North Jersey service area. Many common problems can be resolved remotely or over the phone the same day you call.
  • Paper jams: Follow the on-screen diagram, open and close each indicated tray/door, and remove paper slowly in the direction it feeds. Make sure no torn pieces remain.
  • Error codes: Note the exact code, then power the machine fully off and on (wait 30 seconds). Many codes clear on a restart.
  • Poor print quality: Run the built-in cleaning/calibration cycle from the device menu before calling.

If the issue persists, call us with the error code in hand.

Most agreements cover parts, labor, and toner for normal use. Typically not covered: paper, staples, damage from misuse or power surges, and network/IT issues outside the device itself. Your specific terms govern — ask us if you’re unsure about a particular item.
Yes. We support scan-to-email, scan-to-folder, print driver installation, and connectivity setup on your devices. For issues that reach into your broader network or security settings, we’ll coordinate with your IT contact so nothing falls through the cracks. Please note these services are typically billable after the initial installation.

03 upplies & Toner

Getting the right consumables at the right time.
How do I order toner?
If your device is on automatic monitoring, you usually don’t have to — we ship toner automatically when levels run low. If you need to order manually, call us or use your portal with your equipment ID, and we’ll send the correct cartridge for your model.
On most cost-per-page and full-service agreements, yes — toner is included in your rate (specialty supplies like staples and waste containers may vary). If you’re on an equipment-only arrangement, supplies are billed separately. Check your agreement or just ask us.

There’s no need. Our automatic toner replenishment monitors your levels and ships toner so it arrives on time, before you run out. That also avoids stockpiling cartridges that can expire or be discontinued if you change equipment.

Off-brand and refilled cartridges are a frequent cause of streaking, poor color, and even hardware damage — and damage they cause typically isn’t covered under your service agreement. Genuine supplies matched to your device protect both print quality and your warranty.
Most manufacturers offer recycling programs for empty cartridges, though there are typically additional shipping costs to send them back. Please don’t throw cartridges in the regular trash — ask us about the recycling program for your equipment.

04 Leases & Equipment Returns

How leasing works, and what happens when terms end.

What's the difference between leasing and buying?

Leasing spreads the cost over predictable monthly payments, preserves capital, and makes it easy to upgrade to newer technology at term-end. Buying means a larger upfront cost but no ongoing lease payment. Most businesses lease their primary devices and pair that with a service agreement — we’re happy to model both for your situation.

Typically you can: upgrade to newer equipment on a fresh term, return the equipment, or purchase it at the agreed end-of-term value. We recommend talking through options 60–90 days before your end date so nothing happens automatically that you didn’t intend.

Lease returns are time-sensitive and the terms are set by the leasing company, not just ADS. Generally you’ll need to:

  • Notify the leasing company in writing by the required notice date.
  • Return the equipment by the deadline using approved packaging/shipping.
  • Wipe or remove stored data from the device’s hard drive.

Missing a return deadline can lead to continued billing or auto-renewal. If you lease through ADS, we provide a service that assists you through the entire return process — and we’ll hold your old machine for you at no cost. Just loop us in early.

ADS provides and services your equipment, while a third-party finance company (for example, the lessor named on your agreement) holds the lease itself. That’s standard in our industry. We act as your point of contact and advocate, but the lease contract’s notice dates, payments, and return terms are governed by the leasing company’s paperwork — so it’s worth reading those terms or asking us to explain them.

Often, yes. Needs change — you might add a device for a new location or swap to a different model. Depending on the agreement this may be handled as an add-on schedule or a restructured lease. Let us know what’s changing and we’ll find the cleanest path.

01 Billing & Contracts

Understanding your invoices, meter reads, and agreement terms.
What am I actually paying for each month?
Your invoice typically combines two things: a base or lease payment for the equipment itself, and a service/supply charge based on the pages you print. Many customers are on a cost-per-page agreement, where toner, parts, and labor are bundled into a per-click rate.

If a line item ever looks unclear, call us and we’ll walk through it with you item by item.

The most common reasons are:

  • Print volume changed — you printed more (or fewer) pages than your included allowance.
  • Overage pages — usage above your monthly allowance is billed at your contracted per-page rate.
  • A scheduled rate adjustment built into your agreement.
  • Color vs. black-and-white mix — color clicks cost more than B&W.

We’re glad to send a usage breakdown so you can see exactly where the change came from.

A meter read is simply the page counter on your device. It tells us how many pages you’ve printed so we can bill your usage accurately. Most of our connected machines report this automatically — so you never have to do anything. If a device isn’t connected, we may occasionally ask you to read the meter from the display or send a usage report.
Reach out to us right away with your invoice number and the charge in question. We’ll review the meter history and contract terms and make it right if there’s an error. We’d always rather hear from you than have you sit on a question.
When your device is connected to our monitoring, it does two jobs automatically: it reports meter reads for billing, and it tells us when toner is running low so we can ship a replacement before you run out. No phone calls, no guessing.

02 Service & Repairs

When something goes wrong, here’s how to get it fixed fast.
How do I place a service call?
Call us at 973-970-9737 or submit a request through your service portal. Have your equipment ID or serial number ready (it’s on a label on the machine) along with a short description of the problem and any error code on the display. That gets a technician to you faster.
Response time depends on your service agreement, but our goal is same-day or next-business-day on-site response for most issues in our North Jersey service area. Many common problems can be resolved remotely or over the phone the same day you call.
  • Paper jams: Follow the on-screen diagram, open and close each indicated tray/door, and remove paper slowly in the direction it feeds. Make sure no torn pieces remain.
  • Error codes: Note the exact code, then power the machine fully off and on (wait 30 seconds). Many codes clear on a restart.
  • Poor print quality: Run the built-in cleaning/calibration cycle from the device menu before calling.

If the issue persists, call us with the error code in hand.

Most agreements cover parts, labor, and toner for normal use. Typically not covered: paper, staples, damage from misuse or power surges, and network/IT issues outside the device itself. Your specific terms govern — ask us if you’re unsure about a particular item.
Yes. We support scan-to-email, scan-to-folder, print driver installation, and connectivity setup on your devices. For issues that reach into your broader network or security settings, we’ll coordinate with your IT contact so nothing falls through the cracks. Please note these services are typically billable after the initial installation.

03 upplies & Toner

Getting the right consumables at the right time.
How do I order toner?
If your device is on automatic monitoring, you usually don’t have to — we ship toner automatically when levels run low. If you need to order manually, call us or use your portal with your equipment ID, and we’ll send the correct cartridge for your model.
On most cost-per-page and full-service agreements, yes — toner is included in your rate (specialty supplies like staples and waste containers may vary). If you’re on an equipment-only arrangement, supplies are billed separately. Check your agreement or just ask us.

There’s no need. Our automatic toner replenishment monitors your levels and ships toner so it arrives on time, before you run out. That also avoids stockpiling cartridges that can expire or be discontinued if you change equipment.

Off-brand and refilled cartridges are a frequent cause of streaking, poor color, and even hardware damage — and damage they cause typically isn’t covered under your service agreement. Genuine supplies matched to your device protect both print quality and your warranty.
Most manufacturers offer recycling programs for empty cartridges, though there are typically additional shipping costs to send them back. Please don’t throw cartridges in the regular trash — ask us about the recycling program for your equipment.

04 Leases & Equipment Returns

How leasing works, and what happens when terms end.

What's the difference between leasing and buying?

Leasing spreads the cost over predictable monthly payments, preserves capital, and makes it easy to upgrade to newer technology at term-end. Buying means a larger upfront cost but no ongoing lease payment. Most businesses lease their primary devices and pair that with a service agreement — we’re happy to model both for your situation.

Typically you can: upgrade to newer equipment on a fresh term, return the equipment, or purchase it at the agreed end-of-term value. We recommend talking through options 60–90 days before your end date so nothing happens automatically that you didn’t intend.

Lease returns are time-sensitive and the terms are set by the leasing company, not just ADS. Generally you’ll need to:

  • Notify the leasing company in writing by the required notice date.
  • Return the equipment by the deadline using approved packaging/shipping.
  • Wipe or remove stored data from the device’s hard drive.

Missing a return deadline can lead to continued billing or auto-renewal. If you lease through ADS, we provide a service that assists you through the entire return process — and we’ll hold your old machine for you at no cost. Just loop us in early.

ADS provides and services your equipment, while a third-party finance company (for example, the lessor named on your agreement) holds the lease itself. That’s standard in our industry. We act as your point of contact and advocate, but the lease contract’s notice dates, payments, and return terms are governed by the leasing company’s paperwork — so it’s worth reading those terms or asking us to explain them.

Often, yes. Needs change — you might add a device for a new location or swap to a different model. Depending on the agreement this may be handled as an add-on schedule or a restructured lease. Let us know what’s changing and we’ll find the cleanest path.

Still have a question?

Our team is local to Morris County and ready to help.
Call 973-970-9737
Visit ads-nj.com

American Document Solutions · Randolph / Succasunna, NJ · Serving Morris County & North Jersey

This FAQ is for general guidance. Your specific contract and lease terms govern in all cases.