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.


Billing & Pricing


How can I recharge an outstanding invoice?

Please reach out to support at via email at support@lob.com with your invoice number to recharge an outstanding invoice.

How many pages are included in the base price of a letter?

A single PDF page is included in the base price of the letter. Any additional PDF pages in a letter will be charged at the additional page price.

How can I redeem a credit?

Your credit will automatically be applied to future charges under your account. They cannot be applied retroactively.

Where can I access my account credits?

You can view your Account Credits by taking 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. Under the Account icon, scroll down to the Account Credits section and you can view your credits.

    account_tab_screen_shot_account_credits.png

How can I downgrade my plan?

You can end this subscription through the following steps:

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

    settings_tab_screen_shot.png

  3. Click on the Plans icon

    plans_icon_screen_shot.png

  4. Click on your desired product tab
  5. Under the Available Plans tab, change your plan to Developer. Under the Developer plan you will not be charged any monthly subscriptions.

Please note that when downgrading a plan, the downgrade will not take effect until the following month.

How can I upgrade my plan?

You can upgrade a subscription through the following steps:

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

    settings_tab_screen_shot.png

  3. Click on the Plans icon

    upgrade_plan_screen_shot.png

  4. Click on the desired product tab
  5. Under the Available Plans section, upgrade your package to the desired plan.

How can I see my subscription usage for the current month?

You can locate your mail piece volume for the current month 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. Click on the Plans icon

    subscription_usage_screen_shot.png

  4. Locate your desired mail piece and tap on the tab to get a breakdown of plan usage for the current month

Where can I locate my invoices?

You can locate your invoices 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. Click on the Invoices icon

    locate_invoice_screen_shot.png

  4. Locate your desired invoice and click on the tab to get a breakdown of the volume and associated charges

My primary payment method is a bank account. How can I change this?

Please reach out to support via email at support@lob.com to change your bank account on file.

What are Lob's pricing plans?

Lob's pricing plans are recurring subscriptions that give you access to our API and advantageous pricing.

How does billing for Lob's plans work?

Billing for plans is made up of three components:

  1. A subscription payment incurred at the beginning of a chosen billing cycle (monthly or annually).
  2. Charges for additional mail pieces sent outside of the number of pieces included in your plan. These are charged at the start of each calendar month for additional mail pieces sent in the previous month.
  3. Add-on charges for extra services. These are charged at the start of each calendar month for mail pieces sent in the previous month.

Once a plan is purchased, it will renew automatically at the start of each billing cycle (monthly or yearly) unless canceled.

*Please note that mailing volumes for subscriptions are applied based on calendar months and renew on the first of each month at 12:00AM UTC.

What is the Developer plan?

The Developer plan is our plan that provides access to our API without any subscription fee - you only pay for your monthly usage. All users are automatically enrolled into the Developer plan for all products.

When will I be billed by Lob?

Your subscription will be billed monthly or yearly depending on if you buy a monthly or yearly subscription.

  • Monthly subscriptions will be charged upfront in full at the time of purchase for the first month and a recurring monthly charge on the 1st of each subsequent month. Charges for additional mail pieces outside of those included in your plan and add-on charges will be applied to your subscription bill based on usage on a monthly basis.
  • Annual subscriptions will be charged upfront in full at the time of purchase. The payment covers the entirety of the current month and the subsequent eleven months. The upfront subscription fee will be charged every subsequent year. Charges for additional mail pieces outside of those included in your plan and add-on charges will be applied to your subscription bill based on usage on a monthly basis.

*Please note that mailing volumes for subscriptions are applied based on calendar months and renew on the first of each month at 12:00AM UTC.

What payment methods does Lob accept?

Lob accepts ACH and credit card.

How do I change my payment information?

You can change your payment information in your Dashboard Settings.

Do your prices include the cost of shipping?

Yes - the prices you see on Lob.com are all-in costs; they include the cost of printing, postage, and delivery.

I'm currently on the Developer plan. What happens if I upgrade in the middle of a month?

If you upgrade from the Developer plan to another monthly plan in the middle of the month, you will be charged the full monthly subscription fee upfront and receive the full volume allocation. Any mailing sent through in the current calendar month will count towards your first month's allocation of mailings. At the end of your first month, your plan will continue to renew at the start of each subsequent month for the full charge and allocation amount.

If you upgrade from the Developer plan to an annual plan in the middle of the month, you'll be charged upfront for 12 months' worth of subscription fees and receive the full monthly volume allocation. The current month will count as the first month of your subscription.

If you do not wish for your plan to start immediately at the time of purchase, you have the option to start your subscription on the 1st of the next month.

*Please note that mailing volumes for subscriptions are applied based on calendar months and renew on the first of each month at 12:00AM UTC.

I'm currently on a paid monthly subscription plan. What happens if I upgrade in the middle of a month?

If you upgrade from a paid monthly subscription plan to a higher tier monthly plan, you will be charged immediately for the cost difference between your new plan and your previous plan and all volume you've sent through in the current month will be priced according to your new pricing tier. Your subscription will then continue at the start of the next month according to your new plan.

If you upgrade from a paid monthly subscription plan to a higher tier annual plan, you will be charged immediately for the cost difference between your new annual plan and your monthly previous plan. All volume you've sent through in the current month will be priced according to your new annual pricing tier, counting as the first month on your new annual plan.

*Please note that mailing volumes for subscriptions are applied based on calendar months and renew on the first of each month at 12:00AM UTC.

If I am under a subscription and do not use all of my mail pieces, do they roll-over?

Lob pricing plans operate off of a monthly subscription model, not direct usage. Any unused mail pieces will not roll-over to future months, and we do not refund or credit for unused mailings on your account.

*Please note that mailing volumes for subscriptions are applied based on calendar months and renew on the first of each month at 12:00AM UTC.

What if I send more volume than the amount included in my plan?

You will get charged for additional mailings per the price set out by your plan.

*Please note that mailing volumes for subscriptions are applied based on calendar months and renew on the first of each month at 12:00AM UTC.

What are add-on charges?

Add-on charges are charges for additional services that aren't prepaid by the subscription plan. Add-on charges include features such as sending international mailings, certified/registered mail, overnight shipping, and additional pages, amongst others. These charges are accumulated over the course of each month and billed on the first of the following month.

*Please note that mailing volumes for subscriptions are applied based on calendar months and renew on the first of each month at 12:00AM UTC.

How do I purchase/upgrade my plan?

Plans can be purchased and managed in your Dashboard Settings.

Can I downgrade a plan?

Yes, you can do so here. Your new plan will take effect starting the next billing cycle.

I would like to request a refund/credit.

Lob pricing plans operate off of a monthly subscription model, not direct usage. We will not issue a refund or future credit if you have used your account to send Live API requests in the same calendar month as your request. Instead, please cancel your subscription plan to avoid any future subscription charges.

For Example:
If you request a refund or credit for a subscription fee for the month of January, but used your account to send mailings at any point in January, we cannot issue a refund or future credit.

If you have not used your account in the same calendar month as the month of your request, we can begin the discussion of issuing a credit. Please contact us to begin this discussion.