Help and answers

Run the desk with confidence

Clear answers for uploads, privacy, sender setup, billing, and safe recovery work.

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Urgent help

I paid but my product is not unlocked

First, open your account page. Purchases show there within a few seconds of payment. If it still says not unlocked after a minute, your payment went through but the unlock did not land. Email us from the address on your account and we will fix it the same day. Nothing is lost, and you will not be charged twice.

Common questions

Start where you are

Getting started

What can I upload?

Any export of your past leads as a CSV or TSV file, or pasted text. If your list is in Excel, open it and choose Save As, then pick CSV, and upload that. We read messy CSV-style exports too, including odd column names, extra columns, and quoted fields. Your file can be up to 15 MB. For anything larger, split it into batches and upload each one.

What do warm, lukewarm, and cold mean?

Warm means you last contacted them in the last 3 months. Lukewarm means 3 to 12 months ago, or no date was found in your file. Cold means over 12 months ago. The audit sorts every lead into one of these so you can see who is most likely to come back first.

What is the review screen before I confirm?

After you upload, we show exactly what we found, including how many rows we read, which columns we matched to name, email, phone, and date, how your leads split across the segments, and anyone we set aside because they opted out. Nothing is saved until you press confirm, so you can check it first and discard if it looks wrong.

Your data and privacy

Where does my list go?

The free instant audit on our website runs entirely in your browser. That list never leaves your computer. When you buy the full audit and upload here, your list goes into your own isolated workspace that only you can reach. We never sell or share it, and only your own prior leads are ever contacted. See the full privacy note.

Can I delete my data?

Yes. You can discard any upload from your dashboard, which removes those leads. To close your account and remove everything, email us from your account address and we will delete your workspace.

Connecting your sender

How do I find my email settings?

You need your provider's outgoing mail server, usually called SMTP. For Google Workspace it is smtp.gmail.com on port 465 with an app password, not your normal password. For Microsoft 365 it is smtp.office365.com on port 587. Most providers list these under a heading like SMTP or mail client setup. After you save them, use the Test connection button so you know they work before anything is queued.

How do I connect my phone for texts?

Texts send through your own Twilio account, so the messages come from your number. In Twilio, copy your Account SID, your Auth Token, and the number you want to send from, then paste them into the sender page. You stay in control of your own number and your own costs.

How do replies reach me?

Each connected channel has a reply address shown on the sender page. Paste the text reply address into your Twilio number under the setting for when a message comes in, and point your email replies the same way. When someone replies, it lands back in your desk, and anyone who asks to stop is taken off the list at once.

Sending and safety

What is preview mode?

Until your account is switched on for live sending, every campaign runs in preview mode. The desk records exactly what it would send and to whom, but contacts nobody. This lets you set everything up and check it with zero risk. When you are ready to send for real, ask us to activate live sending on your account.

Can I change the messages before they send?

Yes. Open the campaign and edit any step before you approve it, including the wording, the subject line for emails, and the gap between steps. Every message keeps its opt out line, which is required, so your sending stays compliant.

What stops me from messaging the wrong people?

Three things are always on. Anyone who opted out is set aside before a campaign can touch them. Quiet hours hold messages overnight. Nothing sends for real until you both connect your own sender and switch live sending on. Until then it is all preview.

Billing and account

How does payment work?

Two one time payments, no subscription. You pay once for the full audit, and again only if you want Safe Send to bring people back for you. Both are yours to keep. You can see what you own and when you bought it on your account page.

I forgot my password

Use the forgot your password link on the sign in page. We email you a secure link to set a new one. The link works once and expires after a short time.

Still stuck?

Email hello@leadrecoverydesk.com from your account address and we will get you moving. Most questions are answered the same day.