Getting support

Stumped? We can help.
Can't find answers? Take a quick look at our frequently asked questions to see if they answer your questions.
Otherwise, the best course of action that you can take if your question isn't readily solved is to email us at [email protected], or get in touch via our contact page.
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
Basic details to provide when requesting technical support
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
Addresses: adr_
Bank account: bank_
Buckslips: bck_
Campaigns: cmp_
Cards: card_
Checks: chk_
Envelopes: env_
HTML templates: tmpl_
Letters: ltr_
Postcards: psc_
Self-mailers: sfm_ 
Webhooks: hook_
Anything else to 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.
Additional details needed 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)
Additional details needed 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
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.
Holidays / No production days
The following US holidays are considered no-production days:
New Year's Day
Martin Luther King Jr. Day
President's Day
Memorial Day
Juneteenth
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
When 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 USPS observes the following federal holidays; this means there will be no progress in the mailstream (nor any scan events) but Lob production will take place and support is available.
Columbus Day
Veteran's Day
Premium support 
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.
User training
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.
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).
Platform status
​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. 
Last modified 6d ago