Table of ContentsStumped? We can help.Lob's hours of operationLob support business hours No-production daysPremium support Platform status
Stumped? We can help.
Use the support email to ask any questions, flag any concerns, or raise issues with things such as our platform experience or mail production, and our Customer Support agent will be in touch soon during support hours.
What to include in your requests:
When requesting technical support, be sure to provide:
- Your account ID: accessible within your dashboard settings
- Mail piece or product ID(s): located on the top right side of a resource's landing page within the dashboard; IDs start with
- Postcards: psc_
- Letters: ltr_
- Cards: card_
- Checks: chk_
- Bank account: bank_
- Envelopes: env_
- Self-mailers: sfm_
- HTML templates: tmpl_
- Addresses: adr_
- Webhooks: hook_
- Anything else that can help identify the mail in question (e.g. timestamps, recipient, form factor, etc.)
- Requested action to being taken / objective or goal you want to achieve. The more context you can provide, the better equipped we will be to service your request.
For dashboard questions:
- The URL link where you encountered the error/issue
- Screenshot(s) / screen recording(s) of the issue
- Browser and operating systems used when the issue was surfaced (e.g. Chrome on Mac)
For API questions:
- The endpoint you were leveraging
- Error responses you received
- To help us reproduce the issue, share a sample of the request or code snippet being used
You also have the option to call Lob if you've purchased a Premium Support plan. Once you purchase the Business or Enterprise plan, you will be emailed a dedicated phone number which will be linked to your company. You'll also be able to view your dedicated phone number within your dashboard.
See the Premium Support section below for more details.
Lob's hours of operation
Lob support business hours
For the purposes of contacting our support team, calculating our Premium Support Service Level Agreement, or calculating our Print and Mail Service Level Agreement, Lob's business and production hours are Monday-Friday, 9AM-5PM PT.
The following holidays are also considered no-production-days:
- New Year's Day
- Martin Luther King Jr. Day
- President's Day
- Memorial Day
- Independence Day
- Labor Day
- Mental Health Day
- General Election Day
- Thanksgiving Day
- Day after Thanksgiving
- Christmas Eve
- Christmas Day
- New Year’s Eve
- New Year’s Day
In the case a holiday falls on a weekend day, Lob observes it as follows:
- If it falls on a Sunday, it will be observed on the following Monday
- If it falls on a Saturday, it will be observed on the preceding Friday
The best way to avoid getting stuck in a lurch is having ample preparation and dedicated support.
Lob offers a breadth of services to help design, implement, optimize and troubleshoot complex solutions for scale, so you can focus on keeping your business running. Premium Support can help transform your business by ditching the old mail room.
To see which features come with which Support tiers, see our pricing page.
Developer center access
Continuous online access to API documentation and developer guides.
API status notifications
Real-time information about status of our services.
Email support, business hours
Online case submission and management. Coverage by email during business hours (9AM-5PM PT).
API architecture and integration planning
Architecture and integration planning sessions are offered by a Lob Solutions Architect, a technical subject matter expert of Lob's platform, with the goal of working with technical teams to ensure the best practices for system design are adhered to.
Training session on how to effectively navigate the Lob dashboard.
Guaranteed first response time
Expedited handling and priority routing that guarantees a first response within the designated time-frame. Business plan has a guaranteed initial response time of 1 business day. Enterprise plan has a guaranteed initial response time of 4 business hours.
Support escalation line, business hours
Dedicated support phone number to submit new cases via our support line. Coverage by phone during business hours (9AM-5PM PT).
Developer support, business hours
Dedicated support engineer to troubleshoot technical issues related to API requests, HTML design, webhooks, etc. with limited code review via email support. Coverage by email during business hours (9AM-5PM PT).
Dedicated Customer Success Manager
A Lob Customer Success Manager is assigned to actively respond to open cases and ensure timely resolutions.
Lob's premium support plans are billed as a subscription incurred at the beginning of your chosen billing cycle (monthly or annually). Once a plan is purchased, it will renew automatically at the start of each billing cycle unless canceled. If you upgrade to a higher edition mid-month, you are billed for the prorated amount of your previous plan and any remaining balance is applied to the upgraded Edition. If you purchase a plan on the first day of the month, and elect to downgrade the next day, you will still pay for the full month (as you are still able to leverage the full capabilities of the upgraded plan).
API status page to be made aware of any unexpected downtime or performance degradation on our platform. We will continuously update this page and provide any pertinent details as to the status of our API endpoints, dashboard, or webhooks.