Getting support

Stumped? We can help.

If you've taken advantage of the search bar (top right) but can't find what you're looking for, email us at [e-mail], or get in touch with our support team 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.

Best practices for contacting support

Ensuring your message gets to Support

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.

What do I need to do?

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?

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.

Additional details regarding these changes can be found in this security update from Google.

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

Our subscription plans offer Premium Support; see 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

Platform status

Lob's API status page 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.

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

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, to work 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 plan. 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).