FAQs

Billing

How am I billed?

Can I get a monthly billing statement (invoice) instead of bi-weekly?

How do I read the invoice?

How do I make a payment?

Why am I being charged a monthly fee?

Returns

What is your return policy?

How do I return a lead?

How do I check the status of a credit?

Pausing

Can I pause my account?

How do I pause profiles?

How do I pause leads?

Lead Delivery

How do I get more volume?

How much lead volume do I have?

How do I add or remove areas from a lead profile?

How do I add another lead delivery email address?

Schedules

How do I edit my schedule for leads?

How do I edit my schedule for calls?

Other Products and Services

What is Max Bid?

How does Max Bid Work?

What is Service Plan?

Why should I enable calls to my account? (Qualified Concierge Calls/live transfers)

How do I add a Call Profile?

Reporting

What reports do I have access to?

Cancellation

How do I cancel my account?

How do I cancel my Service Plan?

 


 

 

Billing

How Am I Billed?

You are billed for all leads and calls sent to your account.  If you return a lead, and it is credited back, the balance due will be reduced by the cost of that lead.

If you are on a Credit Payment Type, you will be billed every time your balance reaches or exceeds your credit level. New agents typically start with a $50 credit level. We also automatically bill on the 1st and the 16th, if you have a balance. Once you have developed a pattern with the volume of leads you are buying we can (at your request) increase your credit limit so that you are not being billed as frequently.

If you are on a Recurring Pre-pay Payment Type (Auto recharge), you will be charged when your pre-paid funds are less than or equal to 25% of the selected recharge amount.  To manage your Pre-pay recharge amount, please click here.

View your statements here.

Back to top

 

Can I Get a Monthly Billing Statement (Invoice) Instead of Bi-Weekly?

No. Unfortunately at this time we can only provide bi-weekly invoices.

Back to top

 

How Do I Read the Invoice?

There are several components to understanding your account billing. To start, click here. The Billing History section allows you to see, line by line, a detailed history by your selected date range. This will show the individual cost per lead, as well as credits received back to your account, and individual credit card payments. To access the Billing Invoice, click here. This will show a summary of your previous two weeks of activity. Also within the invoice, you can see details of your average cost per lead, how many leads were sent to the account, how much you were charged, and if there was a balance due moving into the next billing cycle.

Back to top

 

How Do I Make a Payment?

When you have an overdue balance, click here, ensure the Payment Info is filled out, then type in the amount you want to pay in the ‘Amount’ field, then click ‘Process Pre-Payment.’

Back to top

 

Why Am I Being Charged a Monthly Fee?

You were charged a monthly fee because you are subscribed to Service Plan, a monthly service that provides unlimited pausing, weekend lead discounts, a lead delivery schedule, ability to pause individual lead profiles and much more. Read more on the Service Plan FAQ.

Back to top

 

Returns

What is Your Return Policy?

We have a different return policy for leads vs. calls.  You can view the lead return policy here.  You can view the calls return policy here.

Back to top

 

How Do I Return a Lead?

There may come a time where you need to return a lead and we encourage you to take advantage of our fair and easy return policy that gives agents credit for invalid leads. 

To return a lead, click on the lead ID you want to return from the list located here. Then click the ‘Return Lead’ button at the bottom of the page. Select the correct return reason from the drop-down and click ‘Submit Return.’

You may review the Return Policy here.

Back to top

 

How Do I Check the Status of a Credit?

Once you return a lead for credit, you can check on the status of the credit by clicking here, then in the sub header, find the drop-down menu called “Status.” Choose the appropriate category selection (New, Open, Return – Credited, etc.) and now you can view leads in that category.

Back to top

 

Pausing

Can I Pause My Account?

Yes, we allow customers to pause their account. Service Plan members have unlimited pausing, up to 10 days at a time. If you are not on Service Plan member, pausing is limited to once per week for up to 3 days.

Back to top

 

How Do I Pause Profiles?
Whether you are looking to A/B test certain profiles or want to work only certain lead types, with an active Service Plan, you’re able to pause at the profile level.

To pause a profile, click here, select a Profile to pause, then click the ‘Pause’ button  to the right of the Profile name.

Note: Service Plan members have unlimited pausing of profiles. If you are not on Service Plan member, you will not be able to pause at the profile level.

Want Service Plan? Click here.

Back to top

 

How Do I Pause Leads?

If you need to temporarily pause all of your lead flow, click here and click on the Pause button  to the right of the “Leads are active” header.

Note: Service Plan members have unlimited pausing, up to 10 days at a time. If you are not on Service Plan member, pausing is limited to once per week for up to 3 days.

Want Service Plan? Click here.

Back to top

 

Lead Delivery

How Do I Get More Volme?

As you see success with your leads, you may want to ramp up your lead volume.  In order to do that, you can leverage Max Bid, increasing your lead areas, increasing your daily and weekly limits or accessing your Profile Opportunity Report for more options.

To access Max Bid, which will empower you to dynamically increase your lead and call volume in competitive areas, simply, click here, and expand the profile you would like to increase your volume in.

Click on the Edit button  to the right of the “Profile Name” section.  On the far right tab, click on the “Max Bid” tab and follow the instructions.

To increase your lead areas, and/or daily and weekly limits, simply, click here, then select the Profile you want to add more leads for. Expand the profile and click on the Edit button  to the right of the “Lead Areas” or “Lead Delivery” sections and add more areas to your profile and/or adjust both daily and weekly limits.

If you are looking for more ways to increase your lead volume, and you have max bid enabled, please click here to access the Profile Opportunity Report.

Back to top

 

How Much Lead Volume Do I Have?

We give you visibility into the volume you have and could have access to.  Simply, click here to view your Profile Opportunity Report, which will provide insight into areas within your lead or call profiles where you can find additional volume.  Follow the instructions on the right.

Back to top

 

How Do I Add or Remove Areas from a Lead Profile?

To expand or remove geographic areas that make sense for your business, click here, then select the Profile you need to edit.  Expand the profile and click on the Edit button  to the right of the “Lead Areas” section.  In the edit profile page, expand the “Lead Areas” section to view the areas that you currently have selected.  To add an area, select the “Add Areas” pull down and select a category.  To remove an area, select the area you would like to remove under the “Leads Area” section and click the Delete button  to the left of the area. Be sure to click ‘Save Changes” when finished.

Back to top

 

How Do I Add Another Lead Delivery Email Address?

With your online account, you have access 24/7 and are able to modify lead delivery email addresses by clicking here.  Click on the “Edit Info” box in the top right, then on the Edit Account Information page, scroll down to the Lead Delivery Email section. In the “Lead Delivery Email(s)” box, add additional emails separated by a comma.  Be sure to click “Save Changes”.

Back to top

 

Schedules

How Do I Edit My Schedule For Leads?

For leads, you can modify the day of week you make the leads available. To modify the days you make your leads available, click here and select the profile which you want to update the schedule on, and hit the Edit button  on the right hand side of the page. To edit the schedule, you will want to select the “Lead Delivery” section. Once there, you will be able to choose which day of the week you would like to receive leads. Select or unselect days by clicking the corresponding box next to it.

Back to top

 

How Do I Edit My Schedule for Calls?

For calls, you can modify the day of week as well as time of day schedule you make your calls available.  To modify the days you make your leads available, click here and select the profile which you want to update the schedule on, and hit the Edit button  on the right hand side of the page. To edit the schedule, you will want to select the “Call Delivery” section. Once in the “Edit Profile” portion of the account, you will be able to choose which time of the day you would like to receive calls. Adjust each day accordingly!

Back to top

 

Other Products and Services

What is Max Bid?

Max Bid is a feature that dynamically allows you to increase your lead and call volume in competitive areas.  You can access Max Bid at a Profile level by clicking here, and expand the profile you would like to increase your volume in.  Click on the Edit button  to the right of the “Profile Name” section.  On the far right tab, click on the “Max Bid” tab and follow the instructions.

Back to top

 

How Does Max Bid Work?

Win more volume in competitive areas with Max Bid! Simply set the highest total price you are willing to pay for a lead or call in this profile. If there is another agent in your area competing for the same lead or call, we will increase your price enough to beat their price, up to your Max Bid. You will only pay what you need to pay to beat a competing customer's price and win the lead. 

To access Max Bid, click here, and expand the profile you would like to increase your volume in.  Click on the “Edit profile” iconto the right of the “Profile Name” section.  On the far right tab, click on the “Max Bid” tab. Enable Max Bid for leads or calls by clicking on “Enable Max Bid for Leads” or “Enable Max Bid for Calls”, respectively.  Enter the highest total price you are willing to pay for a lead or call in the “Max Bid Amount” and save changes.  If there is another Agent in your area competing for the same lead or call, we will increase your price enough to beat their price, up to your Max Bid.  You will be able to win more volume, while only paying the minimum necessary to beat a competing Agent’s price and win the lead.

Back to top

 

What is Service Plan?

Service Plan is a monthly service that provides unlimited pausing, weekend lead discounts, a lead delivery schedule, ability to pause individual lead profiles and much more. Read more on the Service Plan FAQ.

Back to top

 

Why Should I Enable Calls to My Account? (Qualified Concierge Calls/live transfers)

Calls are a great way to supplement lead purchasing. Our call center does the leg work for you by matching people up who have filled out a form and indicate they meet the filters on your account.  They then only send you consumers who have confirmed they are looking for quotes, want to speak with an agent, and have time to speak with an agent. If we get a “NO” from the consumer, at any point, the call will not be sent through to you. We are happy to confirm correct set up of the call product if you want to speak with a knowledgeable customer success manager.

Back to top

 

How Do I Add a Call Profile?

To enable a calls profile to your account, click here and select the lead profile you would like to enable calls for.  On the right hand side, you will see a small button that is a phone with a + symbol next to it . Clicking on this will allow you to add the call product to your account.

Back to top

 

Reporting

What Reports Do I Have Access To?

With an active Service Plan, if you have an Active Leads Profile, you should have access to the Lead Data Report, which will allow you to see and export Lead data that you’ve received and have the ability to export the received lead data to a CSV file.

You will have access to the following three reports if you have an Active Calls Profile.

The Daily Summary Report will allow you to have quick visibility into the number of calls and the total price you paid broken out by day. 

If you are looking for a link to the recording of a lead’s vetting call, you will want to access the Notes Summary Report.

To have visibility into the cost breakdown of each call, you will want to access the Transfer Details Report.

If you have max bid enabled on at least 1 active profile, you will have access to the Account Opportunity Report and the Profile Opportunity Report. The Account-level Lead Volume Opportunity Report will give you insight into areas within your lead or call account where you can find additional volume. The Volume Opportunity Report for Profiles will give you insight into areas within your lead or call profiles where you can find additional volume.

Back to top

 

Cancellation

How Do I Cancel My Account?

Click here to contact support.  Note that you should pause lead flow before contacting support to cancel. Enter the requested information (Phone, Subject, Select “Account Cancellation” under Type, and Description). 

Back to top

 

How Do I Cancel My Service Plan?

Click here to contact support.  Note that you should pause lead flow before contacting support to cancel. Enter the requested information (Phone, Subject, Select “Service Plan Cancellation” under Type, and Description). 

Or, you can send us an email at least 2 days in advance to ensure your service will be cancelled in time.

Back to top