Frequently Asked Questions

Getting Started

This article answers some of the most common questions from LetterStream users. If your question isn’t listed here, there’s a good chance it’s covered in another help article—try searching with just one or two keywords.

In This Article

Can I Stop a Letter from Being Mailed?

Maybe. You can stop a job from being mailed up to a certain point. If your job is showing under the Mailing Complete section, it cannot be stopped. If it's showing under the In Production section, you might be able to stop it. The best option in that instance is to:

  1. Log into your account.
  2. Locate the job under In Production.
  3. Click Edit to the right of the job.
  4. Select "Delete Job" or "Stop and Shred Job" if either is available.

If neither of those two options is availabe, it's too late to cancel that job.

Note: Cancellation fees may apply depending on where your job is in the process. Click here for more.

How Do I Track My Letters?

  • First-Class and Marketing Mail: No tracking available.
  • Certified and FedEx Mail:
    • Log into your account and click the job name.
    • View tracking details next to each recipient.
    • Or use the tracking number on USPS.com or FedEx.com.

When Will My Letters Be Delivered?

  • First-Class and Certified Mail: Typically 3–7 business days.
  • Allow up to 10 business days before reporting a delay.

How Do I Access Signature Confirmation?

For Certified Mail:

  • Signature files (ERRs or "Green Cards") are available in your account under the job details.
  • If delivery was successful, a download link will appear next to the recipient.
  • It may take a couple of business days post-delivery for the signature to be available.

What If My Letter Never Gets Delivered?

  • If it’s been over 14 business days, contact USPS directly.
  • LetterStream guarantees our side of the process—printing, inserting, sealing, and submitting to USPS—but cannot guarantee USPS delivery.

How Does Pricing Work?

  • Pricing depends on:
    • Mail type
    • Number of pages
    • Color vs. black & white
    • Envelope type
    • Optional add-ons

Visit our Product Page for more detailed information.

What If I Can’t Log In?

  • Search your inbox for previous emails to confirm your account email/username.
  • Use the Lost Password option on the login page.
  • Check spam or junk folders for the password reset email.

Can I Save My Credit Card Information?

  • Not at this time.
  • You can pre-fund your account to streamline future payments using the Account Balance option.
  • We also accept a variety of payment options, which you can review here.

What if nobody got my mail?

We hear this sometimes. If your job shows as “mailed,” in your LetterStream account, it was definitely sent. We scan every piece internally after it has been inserted and is ready to go out the door. A mailing status won't say "mailed" unless it was actually mailed, and we will provide a refund if we get this status wrong.

Can you sign our documents?

We cannot sign or modify your documents in any way. This is sometimes referred to as a wet signature, live signature, real signature. Our system is designed to allow you to upload your document and we will print and mail exactly what's uploaded. Be sure to review your profs closely before submitting payment to ensure everything looks perfect.


Change API Credentials

Can I rotate or regenerate my API key?

At this time, API keys cannot be modified or rotated once they have been created on an account.

Why isn’t API key rotation supported?

Our API credentials are designed with security in mind and are issued as permanent credentials for each account. Because of how the system is architected, we’re currently unable to invalidate and regenerate API keys after creation.


Do you charge tax?

No. We do not charge sales tax on our fulfillment orders.


What should I do if I don’t recognize a charge on my account?

If you believe a LetterStream charge was made without your authorization, we're limited as to what we can do. We recommend checking with anyone who has your payment details to see if they used our printing and mailing services. If not, contact your bank or credit card company right away for next steps.


Why is my account on hold after a chargeback or dispute?

When a chargeback or dispute is filed, our payment processor requires us to immediately restrict the associated account. This helps prevent further risk while the issue is reviewed. In some cases, access may not be restored.


Can I continue sending mail while a dispute is under review?

No. Mailing services are suspended while a chargeback, dispute, or payment investigation is in progress.


Can I use my client’s credit card if they approve it?

No. Even with client approval, third-party or client-owned payment methods are not permitted. All payments must be made using a payment method that belongs to you or your business, and clients should be billed separately.


Will filing a chargeback affect my ability to use LetterStream in the future?

Yes. Chargebacks and disputes may result in system-wide payment blocks, account restrictions, or permanent account closure.


What happens if my card triggers a fraud alert?

If our payment processor flags a transaction as potentially fraudulent, your account may be temporarily restricted while we investigate. We may contact the account owner to confirm payment details before restoring access.


Can I create a new account after a chargeback or payment issue?

No. Payment blocks and account closures apply across accounts, payer profiles, and payment methods.


How can I avoid payment issues on my account?

To avoid disruptions:

  • Use only your own verified payment methods
  • Do not use client or third-party cards