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Frequently Asked Questions ​

These are the most common launch-safe questions customers are likely to ask while setting up and using LeadBox.

Billing and credits ​

Why is sending blocked even though I have access to LeadBox Core? ​

Go to Settings -> Billing and check Wallet and Available credits.

Core access and sending credits are separate. A workspace can have paid Core access while sending is still blocked because credits are not available.

What is the difference between my subscription and credits? ​

Your subscription covers LeadBox Core access.

Credits cover sending usage. Check both on Settings -> Billing.

Why can’t I buy credits during my trial? ​

Go to Settings -> Billing and check for Trial active and Top-up locked.

During an active trial, paid top-ups are locked.

What happens when my trial credits run out? ​

Settings -> Billing will show Trial exhausted.

Sending is blocked at that point, and paid top-ups remain locked until the trial ends.

Why is sending still blocked after my trial expired? ​

Go to Settings -> Billing and check Trial expired and Available credits.

Trial expiry does not restore sending by itself. After trial, sending still requires available paid credits.

Does the annual plan include different product features from monthly? ​

No. Monthly and annual are the same Core product in the current launch-safe model.

When does the annual credit bonus actually appear? ​

Treat it as tied to confirmed annual billing, not checkout return alone.

If billing still does not reflect it after backend-confirmed payment handling, contact support.

Why does the billing success page not mean my plan is active yet? ​

The billing success page is not the source of truth for activation.

Go to Settings -> Billing and check the visible subscription state there.

What does Cancels at period end mean? ​

It means cancellation is scheduled, not immediate.

Paid Core access remains available until the current billing period ends.

Email setup and compliance ​

Why is Postmark unavailable for my workspace? ​

Go to Settings -> Integrations and check whether the app shows Postmark is currently unavailable for this workspace.

If it does, this is a support case rather than a normal self-serve setup step.

Why does the app still show Mock sending? ​

Go to Settings -> Integrations and check whether Mock is still selected.

Real sending will not be ready while Mock is selected.

What does Awaiting sender confirmation mean? ​

Go to Settings -> Integrations and look at Sender identity.

Awaiting sender confirmation means the sender inbox still needs the Postmark confirmation step. Use Resend confirmation email or Refresh status after confirming.

Why is real sending still blocked after I saved my sender identity? ​

Check Settings -> Integrations for:

  • Sender verified - real sends enabled
  • DKIM
  • Return-Path
  • Mock versus Postmark

Saving the sender identity alone is not enough if confirmation, domain verification, or provider selection is still incomplete.

What do DKIM: Pending and Return-Path: Pending mean? ​

They mean domain verification is still incomplete.

Use Refresh status after your DNS changes have been applied.

What does Email server not provisioned — contact support mean? ​

It means the workspace is not ready for normal Postmark self-serve setup yet.

This should go to support.

What does safe compliance mode do? ​

Go to Settings -> Compliance and check Email compliance mode.

safe is the recommended mode. It blocks non-transactional sends when required permission or compliance data is missing.

Why are sends blocked by suppressions or permission state? ​

Go to Settings -> Compliance and check Email suppressions and the compliance guidance on that page.

Suppressions and permission rules can block non-transactional sends even when other setup looks correct.

Campaigns and sequences ​

Why is Campaign sending is disabled? ​

Go to Outreach -> Campaigns.

If you see Campaign sending is disabled, use Go to Email Integrations and resolve the email readiness checks first.

Why can’t I launch my email campaign yet? ​

Check these in the app:

  • Audience (Segment)
  • Sequence
  • Linked webform
  • Launch Details

Common blockers are sending readiness, unavailable credits, inactive segment state, sequence readiness, or a missing linked webform when the selected sequence expects one.

Why does my segment need to be Active? ​

Email campaign launch expects the selected segment to be Active.

Check this in Pipeline -> Segments.

Why does the campaign ask for a linked webform? ​

If the selected sequence uses , the campaign needs a linked webform.

For form campaigns, Linked webform is required by design.

What does Ready to send mean for templates? ​

Go to Outreach -> Templates.

Ready to send is a real readiness state. A draft template is not the same as launch-ready template setup.

Why is launch not instant? ​

Campaign launch runs in the background.

Use Launch Details to review progress after launch starts.

Where do I see what happened after launch starts? ​

Go to Outreach -> Campaigns, open the campaign, and use Launch Details.

Webforms ​

Why is my form not publicly available? ​

Go to Outreach -> Webforms and check the form status.

The form must be Active to be publicly available.

What is the difference between Draft, Active, and Archived? ​

  • Draft is private setup.
  • Active is publicly available.
  • Archived is hidden from new submissions.

Go to Outreach -> Webforms and look for Hosted URL or Copy hosted URL.

Where do I get the iframe embed code? ​

Go to Outreach -> Webforms and use Copy iframe embed.

Why does after confirmation require double opt-in? ​

Go to Outreach -> Webforms and check:

  • Enable double opt-in
  • Enable welcome / auto-reply email

The after-confirmation timing depends on double opt-in being enabled.

Why are submissions not showing the way I expected? ​

Start in Outreach -> Webforms and confirm the form is the one you expect, that it is Active, and that you are looking at the correct hosted or embed path.

If the visible form state looks correct but behavior still does not match, that is a good support handoff point.

Members and access ​

Why do I see No access to Members? ​

Go to Settings -> Members.

No access to Members means your current workspace role does not allow you to open that section.

Why can’t I invite an admin? ​

Invite options depend on your role.

Admins do not have the same invite scope as owners.

Why can’t I change a member’s role? ​

Role editing is limited by workspace role.

If the role selector is not available, your role may not allow that change.

Why can’t I remove or deactivate a particular user? ​

Some actions are limited by role and owner protections.

If the action is missing, treat that as a role or owner-protection boundary first.

Why is a pending invite separate from a member? ​

Pending invites is separate because the invite is not accepted workspace access yet.

Why should I resend an invite instead of creating a new one? ​

If an invite already exists, resend keeps the existing invite flow clean instead of creating duplicate invite state.