> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getmailr.com/llms.txt
> Use this file to discover all available pages before exploring further.

> ## Agent Instructions
> Mailr is a direct-mail marketing platform for US home-services contractors. Each postcard is personalized with an AI-enhanced image of the recipient's own home and a unique QR code that leads to a personalized landing page. Campaigns can target a neighborhood the customer draws on a map, the homes around past jobs they upload or import, or fire automatically from their CRM. Mailr does not mail an uploaded recipient list. When answering questions, prefer the exact steps and UI labels from these docs, and direct users to app.getmailr.com to sign in. For anything involving account-specific data, billing disputes, or mail that appears lost, direct the user to support@getmailr.com.

# Frequently asked questions

> Quick answers to the questions Mailr customers ask most — costs, delivery times, designs, CRM connections, tracking, and what homeowners see.

The short answers, grouped by topic. Each one links to the page with the full detail. If you don't
find what you need here, [contact support](/resources/contact-support).

## Getting started

<AccordionGroup>
  <Accordion title="Do I need a website to sign up?">
    Yes. The website field is required because Mailr reads your site to build your **brand kit** —
    logo, colors, company details, and photos of your work — while you finish setting up. If your
    site is thin, you can add or correct everything by hand afterwards in the
    [brand kit](/designs/brand-kit).
  </Accordion>

  <Accordion title="How long does account setup take?">
    Creating the workspace is instant. Reading your website takes a minute or two, and collecting
    showcase photos and reviews can run for several minutes more. You can keep working while it
    happens — pages fill in on their own. See
    [set up your workspace](/getting-started/set-up-your-workspace).
  </Accordion>

  <Accordion title="How do I invite my office manager, and what can each role do?">
    Click your workspace name in the bottom-left of the sidebar, choose **Manage organization**, and
    invite them by email. **Owners** can do everything including buying credits and connecting a CRM,
    **Staff** can build campaigns and designs, and **Members** can only view. Full breakdown:
    [team and roles](/account/team-and-roles).
  </Accordion>

  <Accordion title="Why can't I buy credits or connect my CRM?">
    Both are owner-only actions. You'll see a message saying only your organization's owner can
    purchase credits or connect a CRM — ask them to do it, or
    [contact support](/resources/contact-support). More on what each role can do:
    [team and roles](/account/team-and-roles).
  </Accordion>

  <Accordion title="Can I see real cards before I spend anything?">
    Yes. New accounts get a small allowance of **free preview renders**, and the campaign wizard
    offers a **Free preview run**: enter an address you know and Mailr renders real cards for it and
    its closest neighbors. Nothing mails and no money moves. See
    [create a campaign](/campaigns/create-a-campaign).
  </Accordion>
</AccordionGroup>

## Campaigns and mail

<AccordionGroup>
  <Accordion title="How do I create a campaign?">
    Go to **Campaigns → New campaign** and work through four steps: pick a campaign type, choose who
    to mail, choose your postcard settings, then review and submit. Step-by-step:
    [create a campaign](/campaigns/create-a-campaign).
  </Accordion>

  <Accordion title="Can I upload my own mailing list?">
    Not as a recipient list. You can upload **past job addresses** to mail around, and addresses to
    **suppress**, but Mailr's targeting is geographic and property-based rather than list-based. See
    [targeting](/campaigns/targeting).
  </Accordion>

  <Accordion title="Where does Mailr get the addresses?">
    From property records for the area you selected, limited to homes with street-level photo
    coverage. There is no demographic or consumer-data targeting. See
    [targeting](/campaigns/targeting).
  </Accordion>

  <Accordion title="Why is my recipient count lower than the map showed?">
    The map count is taken before your exclusions run. Only homes with street-level photo coverage
    can be mailed, your **Who to mail** setting removes recent customers and recently mailed homes,
    and property filters narrow it further. The Review step shows the real number and how many homes
    were excluded. See [targeting](/campaigns/targeting).
  </Accordion>

  <Accordion title="What does Submitted mean — did my postcards send?">
    No. **Submitted** means the campaign is with Mailr for review. Credits are held, not charged, and
    you can still use **Withdraw submission** to pull it back to draft. Every status explained:
    [statuses and timelines](/campaigns/statuses-and-timelines).
  </Accordion>

  <Accordion title="When will my postcards actually arrive?">
    Once a campaign reaches **Printing** it is typically in the mail within about two business days;
    delivery time after that depends on the postal service. Scheduled follow-up drops mail on their
    drop date. See [statuses and timelines](/campaigns/statuses-and-timelines).
  </Accordion>

  <Accordion title="How do I cancel a campaign?">
    While it says **Draft**, delete it. While it says **Submitted**, use **Withdraw submission** on
    the campaign page — the credit hold is released. Once it is in production or printing the mailing
    is committed, so [contact support](/resources/contact-support). See
    [campaign troubleshooting](/campaigns/troubleshooting).
  </Accordion>

  <Accordion title="How does a homeowner stop receiving my mail?">
    Every postcard's landing page carries a do-not-mail link. Confirming there removes that address
    from your mailing list and from every other business that mails through Mailr, immediately and
    for future mailings. See [opt-outs and suppression](/campaigns/opt-outs-and-suppression).
  </Accordion>

  <Accordion title="Can I add an address to my do-not-mail list myself?">
    Yes — **Assets → Suppression list → Add address**, category **Do Not Contact**. Do Not Contact
    addresses are never mailed, even by a campaign set to send to everyone. See
    [opt-outs and suppression](/campaigns/opt-outs-and-suppression).
  </Accordion>

  <Accordion title="Does Mailr mail outside the United States?">
    No. Mailr mails within the United States only. See
    [campaigns overview](/campaigns/overview).
  </Accordion>
</AccordionGroup>

## Designs

<AccordionGroup>
  <Accordion title="What is the difference between Home Render and Classic postcards?">
    On a **Home Render** card the front is personalized — each recipient sees their own home,
    re-rendered in the style you choose. On a **Classic** card the front is identical for everyone
    and only the QR code varies per household. Both are 6 × 9 in. See
    [designs overview](/designs/overview).
  </Accordion>

  <Accordion title="Whose house is that in my design preview?">
    A stand-in. Previews in the studio, the library, and the approval proof all show a sample home
    because there is no recipient in context — each recipient's printed card features their own
    house. See [property imagery](/designs/property-imagery).
  </Accordion>

  <Accordion title="Can I put the recipient's first name or address on the card?">
    No. Mailr's personalization is visual rather than mail-merge text: what varies per card is the
    home image on the front, the unique QR code, and the mailing address block added in production.
    Your company name, phone, website, logo, and colors come from your brand kit. See
    [personalization](/designs/personalization).
  </Accordion>

  <Accordion title="Who approves my design — me, or Mailr?">
    You do. You review the proof of both sides, tick the four confirmation boxes, and approve. There
    is no separate Mailr design sign-off afterwards — an approved design is immediately usable in
    campaigns, and approving locks that version. See [create a design](/designs/create-a-design).
  </Accordion>

  <Accordion title="Some addresses in my area didn't get a card — why, and was I charged?">
    Not every property can be used: open land and homes with no usable imagery are dropped, so mail
    volume can come in slightly under target in rural or newly built areas. You are never charged for
    a card that wasn't produced. If you need guaranteed volume, use Classic postcards. See
    [property imagery](/designs/property-imagery).
  </Accordion>

  <Accordion title="What size are Mailr postcards, and what do I need if I bring my own artwork?">
    Every card is **6 × 9 in**, front and back. Uploaded artwork must be a PNG at exactly
    2775 × 1875 px, up to 15 MB, with text kept at least ¼ in in from every edge and the bottom-right
    postal area of the back left clear. See [upload your own](/designs/upload-your-own).
  </Accordion>
</AccordionGroup>

## Integrations

<AccordionGroup>
  <Accordion title="Which CRMs does Mailr connect to, and what if mine isn't listed?">
    Mailr has native connections for a broad set of home-services CRMs, plus CallRail for call
    tracking. Anything else — including ServiceTitan — connects through the Mailr app for Zapier with
    the same triggers, lead sync, and revenue tracking. If your software has no Zapier connector, a
    developer can connect it directly with the Mailr Developer API. See
    [integrations overview](/integrations/overview), [Zapier](/integrations/zapier), and
    [Custom integration](/integrations/custom).
  </Accordion>

  <Accordion title="Will connecting my CRM mail my whole customer list?">
    No. The first sync starts the clock at the moment you connect, so jobs and deals that closed
    before then never trigger a campaign. To test it, close a fresh record after connecting. See
    [integrations overview](/integrations/overview).
  </Accordion>

  <Accordion title="How fast does a campaign trigger after a job closes?">
    Some CRMs send events instantly; others are checked hourly, so a campaign can be queued up to an
    hour after the event. Either way the campaign goes to Mailr for review before anything mails. The
    per-CRM cadence is shown in the app and in
    [integrations overview](/integrations/overview).
  </Accordion>

  <Accordion title="Do I have to connect a CRM to use Mailr?">
    No. You can draw neighborhoods on a map or upload past job addresses instead. A CRM connection is
    what makes campaigns fire automatically and lets Mailr track deals and revenue back to your mail.
    See [automations](/campaigns/automations).
  </Accordion>

  <Accordion title="Can I send scans to my own website instead of a Mailr landing page?">
    Yes — choose **Your own landing page** in the campaign wizard and paste your URL. Scans are still
    tracked per household, and an optional snippet shows each scanner a rendering of their own home
    on your page. See [embed widget](/integrations/embed-widget).
  </Accordion>
</AccordionGroup>

## Tracking and results

<AccordionGroup>
  <Accordion title="What does a homeowner see when they scan the QR code?">
    Their scan is recorded and they land on the page you chose for that campaign, personalized to
    their address: a rendering of their own home, their street address pre-filled in the form, and
    your logo, colors, and reviews. See [landing pages](/results/landing-pages).
  </Accordion>

  <Accordion title="What do Direct and Indirect mean on the Tracking page?">
    **Direct** results came through the landing-page form (or a call to a tracking number on the
    card). **Indirect** results are address matches — a new customer showed up in your CRM at a home
    you mailed, without ever scanning. **Combined** is both together. See
    [attribution](/results/attribution).
  </Accordion>

  <Accordion title="How does Mailr know a job came from a postcard nobody scanned?">
    When a deal is marked won in your CRM, Mailr matches the job's address back to the household you
    mailed, inside the attribution window you chose when you set up the connection (30, 60, 90, 180,
    or 365 days). If you mailed the same address more than once, the most recent mailing gets the
    credit. See [attribution](/results/attribution).
  </Accordion>

  <Accordion title="Why are my Deals won, Revenue, and ROAS zero?">
    Those numbers come from a connected CRM. Without one you still get QR scans and landing-page
    leads, but deals and revenue stay at zero. See [dashboard](/results/dashboard).
  </Accordion>

  <Accordion title="Is Amount spent on the Tracking page the same as what I was charged?">
    No — treat it as **estimated spend**. It is calculated at a flat per-card rate for a quick
    read on performance, while your real charges follow your graduated pricing. Check
    **Billing → Transaction History** for what you were actually charged, or see
    [payments and invoices](/billing/payments-and-invoices).
  </Accordion>
</AccordionGroup>

## Billing and credits

<AccordionGroup>
  <Accordion title="How do I get an invoice for my client or bookkeeper?">
    Receipts for each credit purchase are emailed when the payment settles, and **Billing →
    Transaction History** is the full record of every charge. If you have a monthly subscription,
    **Manage subscription** opens a billing portal with downloadable invoices. Credit-only accounts
    have no in-app invoice list yet — use the emailed receipts, or email
    [support@getmailr.com](mailto:support@getmailr.com) for copies. See
    [payments and invoices](/billing/payments-and-invoices).
  </Accordion>

  <Accordion title="Am I charged when I submit a campaign?">
    No. Credits are **held** when you submit and **charged** when your cards are produced. Cards that
    can't be produced are refunded to your balance automatically, and withdrawing or rejecting a
    campaign releases the hold. See [credits and pricing](/billing/credits-and-pricing).
  </Accordion>

  <Accordion title="How does graduated pricing work — do I get the lower rate on all my cards?">
    No, it's graduated rather than retroactive: the first cards of the month are priced in the first
    volume band, the next ones in the next band, and so on. Volume resets each calendar month and
    counts both card types together. Your live rates and your current band are always shown on the
    Billing page. See [credits and pricing](/billing/credits-and-pricing).
  </Accordion>

  <Accordion title="What is included in the per-card price?">
    Printing, postage, and delivery. See [credits and pricing](/billing/credits-and-pricing).
  </Accordion>

  <Accordion title="Do credits expire, and can Mailr auto-recharge my balance?">
    Credits expire 12 months after purchase and are always spent oldest-first; you get a warning
    email before the first expiry. There is no auto-reload — topping up is always a deliberate
    action. See [credits and pricing](/billing/credits-and-pricing).
  </Accordion>

  <Accordion title="What is the difference between mailing credits and AI design credits?">
    Mailing credits pay for postcards — printing, postage, and delivery. **AI design credits** are a
    separate balance used when you generate or edit a design in the studio. Both are shown on the
    Billing page. See [credits and pricing](/billing/credits-and-pricing).
  </Accordion>

  <Accordion title="What happens if I don't have enough credits to send?">
    The campaign stays a **Draft** and the review step shows the shortfall with an **Add credits**
    button — nothing is charged and nothing is submitted. Automation-created campaigns wait as drafts
    too and submit themselves once you top up. See
    [credits and pricing](/billing/credits-and-pricing).
  </Accordion>

  <Accordion title="What happens if a card can't be delivered — do I get my money back?">
    Cards that are never produced, or that are scrubbed as undeliverable, are refunded to your credit
    balance automatically and appear in Transaction History as **Refunded**. Once the postal service
    accepts a mail piece, postal delays or loss are not refundable. See [refunds](/billing/refunds).
  </Accordion>
</AccordionGroup>

## Next steps

<CardGroup cols={2}>
  <Card title="Glossary" icon="book-open" href="/resources/glossary">
    Every Mailr term in plain contractor English.
  </Card>

  <Card title="Data & privacy" icon="shield-check" href="/resources/data-and-privacy">
    What data powers your campaigns, and what homeowners see.
  </Card>

  <Card title="How Mailr works" icon="map" href="/getting-started/how-mailr-works">
    The whole product in one page, start to finish.
  </Card>

  <Card title="Contact support" icon="life-buoy" href="/resources/contact-support">
    Still stuck? Here's how to reach us.
  </Card>
</CardGroup>