Frequently Asked Questions

Lob's API documentation is designed to be completely self-serve, but that doesn't mean we don't love hearing from you. If you can't find what you're looking for, we're here to help. Take a look at the FAQs below, send us an email or a tweet, and we'll get back to you well within 24 hours.


Lob Basics


What are Lob’s production days?

Our production days are Monday-Friday. We do not count these observed holidays as business days:

  • New Year’s & Following Day
  • Martin Luther King Jr Day
  • President’s Day
  • Good Friday
  • Memorial Day
  • Independence Day
  • Labor Day
  • Columbus Day
  • Veteran’s Day
  • Thanksgiving & Following Day
  • Christmas Eve & Christmas Day

Do you support Typekit Fonts?

Unfortunately you can not use Typekit directly with Lob because it requires whitelisting a specific domain, which we can not provide. Our recommendation is to either host the font yourself and use that within your HTML, or find an appropriate non-Typekit font to replace it with.

Do you support Google Web Fonts?

Yes, you can easily use Google Web Fonts within Lob HTML templates. See our guide for more details.

Can I use custom fonts in HTML?

Yes, you can easily use Google Web Fonts within Lob HTML templates. See our guide for more details.

What types of fonts do you support?

We support all Web Font Formats:

  • TTF
  • OTF
  • WOFF
  • WOFF 2.0
  • SVG
  • EOT

I need more address book entries than my Lob edition provides. What can I do?

Our goal is to include platform features in each edition of Lob that are suitable to the profile of business to which the edition is targeted. If you need more address book entries or access to other platform features that are not included in your current edition of Lob, we encourage you to upgrade to a higher tier edition. You also have the option of deleting any address book entries you no longer need to make room for new ones. Furthermore, to avoid reaching your limit, you can pass addresses inline for each mailpiece created as opposed to storing them within your Lob Address Book.Of course, we always welcome your feedback if an edition of Lob is not meeting your business needs.

I need more users on my account than my Lob edition provides. What can I do?

Our goal is to include platform features in each edition of Lob that are suitable to the profile of business to which the edition is targeted. If you need more users or access to other platform features that are not included in your current edition of Lob, we encourage you to upgrade to a higher tier edition. You also have the option of deleting any users you no longer need to make room for new ones. Of course, we always welcome your feedback if an edition of Lob is not meeting your business needs.

I need more webhooks than my Lob edition provides. What can I do?

Our goal is to include platform features in each edition of Lob that are suitable to the profile of business to which the edition is targeted. If you need more webhooks or access to other platform features that are not included in your current edition of Lob, we encourage you to upgrade to a higher tier edition. You also have the option of deleting any webhooks you no longer need to make room for new ones. Of course, we always welcome your feedback if an edition of Lob is not meeting your business needs.

I need more HTML templates than my Lob edition provides. What can I do?

Our goal is to include platform features in each edition of Lob that are suitable to the profile of business to which the edition is targeted. If you need more HTML templates or access to other platform features that are not included in your current edition of Lob, we encourage you to upgrade to a higher tier edition. You also have the option of deleting any HTML templates you no longer need to make room for new ones. Of course, we always welcome your feedback if an edition of Lob is not meeting your business needs.

I used to be able to change the Cancellation Window in my account, but I no longer am able to do that in my current Lob edition. What can I do if I need to change my Cancellation Window going forward?

Configurable cancellation windows are part of our Growth edition and higher. If you need the ability to configure a custom cancellation window, please upgrade to the Growth edition or higher.

What happens when I reach a feature limit for my Lob edition?

For all features except the monthly mailings limit, Lob will prevent you from completing the action that causes you to exceed your edition’s feature limit and will throw an error message notifying you that you’ve hit a limit. If you wish to complete the action, please upgrade to the edition that includes the feature you desire.

If you exceed your monthly mailings limit in a month, Lob will not prevent the mail-pieces from being mailed out as we do not intend to disrupt your business operations. Lob will, however, reach out to get you onto the edition best-fit for your mailing needs. Lob also reserves the right to apply the corresponding edition pricing that corresponds with your usage in the month you exceeded your mailing limit.

I’m currently exceeding some of the feature limits that you have published for my Lob edition. What’s going to happen about that in the future?

If you’re already exceeding a feature limit for your edition, Lob will allow you to continue using the service as is. However, going forward, your account will be frozen at that limit, unless you upgrade to a higher edition tier.

For example: 

  • If your edition has a limit of 10 templates and you already have 14, you’ll be allowed to keep the existing 14 templates but will be prevented from adding any additional templates.
  • If your edition does not include a configurable cancellation window, but you’ve already configured your cancellation to be different than the default time, you’ll be allowed to keep your custom cancellation window and prevented from altering it further.

In the future, Lob reserves the right to contact you about more strictly enforcing any feature limits you’ve exceeded.

How does the max number of monthly mailings work? If my requests exceed the max number of mailings will I experience an error message?

If you exceed your monthly mailings limit in a month, Lob will not prevent the mailpieces from being mailed out as we do not intend to disrupt your mailing operations. Lob will, however, reach out to get you onto the edition best suited for your mailing needs. Lob also reserves the right to apply the corresponding edition pricing that corresponds to your usage in the month you exceeded your mailing limit.

How are your enhanced rate limits different from your current rate limits?

Upon request, we will give you higher rate limits than our standard defaults. You can read more about our default rate limits here.

What additional customer form factors and mail class options do you have available?

Enterprise edition customers have access to a number of additional form factors and mail class options including, but not limited to: standard class mailing, alternate sized postcards, custom envelopes, business reply mail, and more. If you’re interested in Lob’s Enterprise edition and have need for additional mailing options/form factors, please reach out to our Sales team.

What are Priority Mail Queuing and Lob’s Service Level Guarantee?

Particularly in times of heightened network traffic, Lob will prioritize print & mail requests for customers on platform editions having priority mail queuing, to help ensure that those mailpiece requests are produced and handed off for delivery within our SLA.

What is a Dedicated Solution Architect?

A Lob Solutions Architect serves as a technical subject matter expert for Lob’s platform, advising and helping you to design and implement an integration of Lob’s APIs in a manner that best fits your business needs.

What product specs for letter envelopes do you have available?

Standard Double Window Envelope Specs

  • #10 Blank Double-Window Envelopes with Inside Security Tint
    24# White Wove
  • Fits up to 6 Sheets of Paper / 12 Duplex Pages

Flat Envelope Specs

  • 10" x 13" Blank Envelopes with Inside Security Tint
  • 24# White Wove
  • Accommodates 7 Sheets of Paper+

Letters and checks will be mailed in a standard double window envelope. Letters over 6 pages single-sided or 12 pages double-sided will be placed in a flat envelope instead.

How can I edit an address?

You cannot edit any existing addresses via the dashboard or API request. You can delete the current address and add a new one with the updated fields. For more information on adding a new address please refer here.

How can I re-invite a deleted user to my account?

Please reach out to support via email at support@lob.com to re-invite a deleted user.

Is there a way to upload a CSV of my address list and documents?

Lob currently does not offer a method to bulk upload addresses or mailings via the Lob dashboard. If you are looking for a tool to use our service without integrating with our API directly, we encourage you take a look at our various integrations and partner applications.

How long do micro deposits take to hit my account?

Typically, micro deposits take between 2-3 business days to hit your bank account.

Where can I find my Account ID?

You can find your Account ID through the following steps:

  1. Log into your dashboard
  2. Click on the Settings tab on the top right corner

    settings_tab_screen_shot.png

  3. You’ll find your Account ID under the Account tab

    account_tab_screen_shot.png

What can I do with Lob?

Lob's API products empower technology-focused companies to build powerful applications to control and scale their physical mailing. Instead of working through the complexities of direct mail, you can now access commercial grade printing & mailing infrastructure on-demand via a simple RESTful API.

What kind of companies use Lob?

Lob's customers range from Fortune 500 companies all the way to single developers working on side projects.

Whether you are sending one piece of mail or millions, Lob's products are built to be affordable and easy-to-use.

How can I start mailing?

Integrating with Lob is easy! You can start mailing by following the steps below:

  1. Sign up for an account.
  2. Start with our Getting Started Guides.

Can I track my mail?

Each First Class postcard, letter, and check sent through Lob has a unique IMb barcode that gets scanned by USPS as it travels through the mail stream. You can access this scan event data via our API or Dashboard, or get notifications for them by creating webhooks. Below is a breakdown of each scan event label and description:

  • In Transit - The mailpiece is being processed at the entry/origin facility.
  • In Local Area - The mailpiece is being processed at the destination facility.
  • Processed for Delivery - The mailpiece has been greenlit for delivery at the recipient's nearest postal facility. The mailpiece should reach the mailbox within 1 to 2 business days of this scan event.
  • Re-routed - The mailpiece is re-routed due to recipient change of address, address errors, or USPS relabeling of barcode/ID tag area.
  • Returned to Sender - The mailpiece is being returned to sender due to barcode, ID tag area, or address errors.

For First Class Mail, you will usually see your first scan event around 3 business days after the piece has been scheduled to go out.

Please note that IMb tracking data cannot be accessed via USPS's website and IMb tracking data not available for the following products:

When should I expect to start seeing tracking events?

Tracking events typically start appearing at earliest 3 mailing days after sending your API request (and in some cases can take longer). Please note that IMb scans are not guaranteed by USPS, but we do see scans on over 99% of our mailings.

Does international mail receive tracking events?

International mailings will typically receive an "In Transit" scan, indicating that the mailpiece has been processed at the entry/origin facility. However, because delivery occurs in a foreign country outside of the control of USPS, international mailings do not receive scans beyond that.

What do I do if I receive a "Re-routed" scan event?

If you receive a "Re-routed" scan, this indicates that USPS attempted delivery at the original address, but re-routed it because your recipient no longer resides at that address. In these cases, USPS will attempt to deliver to your recipient at their new address (if they filed a Change of Address).