ITS Online»Printing»Student Printing FAQs

Student Printers: Frequently Asked Questions

How does the system keep track of my 1,500 pages?

Your printing/copying credit is associated with your PennCard. Every time you swipe your card at the printer/copier, you will see two balances.

  • One is the remaining print credit, which starts out as $120 (1,500 pages) at the start of the semester. Please note that this balance has no value other than for printing and copying. This credit is reset to 1,500 pages every January 1st and August 1st.
  • The other balance is the PennCash remaining on your card. The printer only deducts from this balance if your print credit has been depleted. You may add to this balance by using the PennCash machine in the second floor computer lab. This is “real” money insofar as you can use it anywhere PennCash is accepted.

If I print or copy in duplex does each sheet count as one page or two?

Duplex (front and back of one piece of paper) counts each sheet as two pages.

What happens if I reach my limit of 1500 pages?

You can add additional funds to your Penncard, using the Penncash machine located next to the print stations on the second floor computer lab in Tanenbaum.

I released my print job but there was a problem with the printer. Can I get a refund?

We offer print credits when there is a printer jam or other printer malfunction and the student has:

  1. Contacted ITS immediately to ask for the jam to be cleared. Normally we can clear the jam quickly and your document will re-print the previous page and continue with the rest. To contact us either call the number on the printing signs or check for someone in T232. It is important that we hear from you immediately if you want print credit. If we do not answer, please leave a voicemail message.
  2. Requested the print credit within 2 business days of the printing problem. If we were unable to clear the jam, you must request credit for your lost prints by using the following request form.

Credit will appear on your available balance when you swipe your Penncard at a print station. Please note that this credit is not real PennCash — it is only for making prints or photocopies.

Please fill out the form on this page to request a refund for print credit.

I cannot login to any printer. Is there a problem with my account?

  • Test your card at a PennCash Value Transfer Station (VTS).
    • Swipe your card to login.
    • Check your account balance.
    • Choose no receipt.
  • If you can’t login to a printer then this test often generates an error. This lets you know that the problem is with your PennCard. Please visit the PennCard Center on the second floor of the Penn Bookstore (3601 Walnut Street) to resolve the issue.
  • If your account balance shows without generating errors then report this to ITS using the “Email ITS” button on the right pane of this page.

When I try to login to a printer I see the error message, “The user is locked on Terminal ‘stu#’. What can I do?

  • Make sure that you are logged out of other printers.
  • If you are not logged into other printers then you will have to wait 30 minutes for your account to log out automatically.

Is there a fax machine available for students?

  • Yes, the printer on the 1st floor of Tanenbaum and one of the printers in the T-222 computer lab have the ability to fax.

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