# Getting support

## Stumped? We can help. <a href="#stumped-we-can-help-0" id="stumped-we-can-help-0"></a>

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If you've taken advantage of the search bar (top right) but can't find what you're looking for, email us at <support@lob.com>, or get in touch with our support team via our [contact page](https://www.lob.com/contact).
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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](#lob-support-business-hours-2).

## Best practices for contacting support

<details>

<summary>Ensuring your message gets to Support</summary>

Starting in February 2024, major email providers (such as Gmail) are rolling out new security measures to crack down on spam and make your inbox safer. These changes will require email senders, including businesses like yours, to follow stricter guidelines.&#x20;

**What do I need to do?**&#x20;

It's important to be aware of the changes and ensure your email service provider (ESP) is compliant. Primarily you want to verify you are following current best practices around authentication: **confirm your ESP uses SPF, DKIM, and DMARC protocols for sender authentication.** This will ensure that your emails will be received by our Support ticketing system, otherwise, they may be marked as spam and deflected from our platform.

**What if I'm unsure?**&#x20;

If you are uncertain about your email compliance, talk to your ESP and they can work with you to confirm you're meeting the new requirements.&#x20;

Additional details regarding these changes can be found in this [security update from Google](https://blog.google/products/gmail/gmail-security-authentication-spam-protection/).

</details>

<details>

<summary>Basic details to provide when requesting technical support</summary>

* **Your account ID**: accessible within your [dashboard settings](https://dashboard.lob.com/settings/account)
* **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\_**&#x20;
  * 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.

</details>

<details>

<summary>Additional details needed for dashboard questions</summary>

* 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)

</details>

<details>

<summary>Additional details needed for API questions</summary>

* 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

</details>

Our subscription plans offer [Premium Support](#premium-support-4); see below for more details.

## Lob's hours of operation <a href="#lobs-hours-of-operation-1" id="lobs-hours-of-operation-1"></a>

### **Lob support business hours**  <a href="#lob-support-business-hours-2" id="lob-support-business-hours-2"></a>

For the purposes of contacting our support team, calculating our [Premium Support Service Level Agreement](https://lob.com/support/pricing), or calculating our [Print and Mail Service Level Agreement](https://www.lob.com/sla), Lob's business and production hours are **Monday-Friday, 9AM-5PM PT**. Lob's support hours of operation are **Monday-Friday, 9AM-8PM ET.**

### **2026 No-production days** <a href="#no-production-days-3" id="no-production-days-3"></a>

* New Year’s Day - 1/1
* Martin Luther King, Jr. Day - 1/19
* Presidents’ Day - 2/16
* Memorial Day - 5/25
* Juneteenth - 6/19
* Independence Day - 7/3
* Labor Day - 9/7
* World Mental Health Day (observed) - 10/12 **\*\***
* *Veteran's Day - 11/11 **\*\****
* Thanksgiving - 11/26
* Day after Thanksgiving - 11/27
* Christmas Eve - 12/24
* Christmas Day - 12/25
* New Year's Eve - 12/31

When one of the above falls on a weekend day, Lob observes it as follows:

* If it falls on a Saturday, it will be observed on the preceding Friday
* If it falls on a Sunday, it will be observed on the following Monday

&#x20;*\* Lob employees observe Mental Health Day (10/10), but production will take place and the USPS is operational.*&#x20;

*\*\* The USPS observes Columbus Day (10/12) and Veteran's Day (11/11); this means there will be no progress in the mailstream nor any scan events, but production will take place and support is available.*

## Platform status <a href="#platform-status-5" id="platform-status-5"></a>

Lob's [API status page](https://status.lob.com/) will be updated with 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.&#x20;

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You can also subscribe to updates via email, phone, webhooks, or RSS feed.
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