Help and answers
Run the Desk with confidence.
Clear answers for uploads, recency groups, privacy, sender setup and billing.
Common questions
What can I try for free?
Create an account and preview up to 100 rows per calendar month. Contact details stay masked and preview rows cannot be used, exported or sent. This is the free private preview.
What can I upload?
Export your own contacts as CSV or TSV. If your list is in Excel or Google Sheets, export it as CSV first. Archives, spreadsheets in their native format, and anything that is not plain CSV or TSV are rejected before they are read.
What do Warm, Lukewarm and Cold mean?
They group records by recency in the supplied data. They are priorities for your review, not permission to contact anyone.
Why is an import held for review?
Some imports need an operator review before the automated email campaign can be approved. Read the reason shown and contact support with the import reference. Do not remove genuine opt-out evidence to get past a hold.
Does the Desk decide who I may contact?
No. It shows the evidence in your file, the gaps and the restrictions. You decide whether a contact may lawfully be messaged. The Desk's controls assist that decision; they do not replace your legal assessment.
When can anything be sent?
Nothing sends from the preview, ever. The automated email campaign stays locked until the audit, a business sender, readiness checks and your message approval are in place. You review and approve the sequence before it can send.
What happens after someone replies or opts out?
A recorded reply holds their remaining campaign emails. An opt-out suppresses further contact. Email replies stay in the business inbox you connect.
What happens after payment?
Complete and review your business questionnaire before opening the operational paid Desk. Your saved list is retained. Account, billing, help and sign-out remain available while setup is incomplete.
How does billing work?
The audit is £997 once, plus applicable taxes. On the 4-weekly term the included 14 days begin with purchase, even during setup, then the automated email campaign renews at £597 every 4 weeks if you continue, plus applicable taxes. The 6-month package is one payment of £3,044.70 covering 24 weeks (15% less) and the 12-month package is one payment of £5,373.00 covering 48 weeks (25% less). Both are paid in full up front with no free 14 days. The discount comes off the package only (6 or 12 × £597), never the £997 audit. If you already pay every 4 weeks, you can switch from your account without paying for the audit again. Cancel anytime before renewal.
How do I delete everything?
From your account, at any time. Unconfirmed preview rows also expire on their own after 48 hours. Ordinary backups normally expire within 30 days. If a recovery failure would leave no verified recoverable copy, an isolated encrypted recovery copy may be kept longer until a replacement is verified. It is used only for recovery, and deletion instructions must be reapplied after restoration. The current app privacy notice explains retention.
Where can I get help without sending my list?
The assisted-help page. It asks for the source type, a rough row count and your column headings, never a file or a row.
Set up email, one step at a time
- Decide whether you need sending. You can preview, buy the list audit and review your leads without a sending mailbox. Sending needs an active automated email campaign subscription and separate checks.
- Check your address before buying anything. Use a separate mailbox on your business domain, such as [email protected]. Your domain is the part after @. Personal Gmail and Hotmail addresses are not supported for LRD campaigns. An alias that only forwards to your everyday inbox is not necessarily a separate mailbox.
- Check with your email provider. Google Workspace, Hostinger and IONOS business mailboxes still need compatible account settings and permission for the planned messages. GoDaddy Professional Email prohibits mass or bulk email. A low daily sending limit does not override provider rules. If you are unsure, contact LRD support before purchasing email services. Mailbox charges are separate from LRD.
- Connect without sharing your everyday password. Follow the instructions for your provider in Sending setup. Use an app password where supported; otherwise only a dedicated mailbox password. App passwords are not necessarily send-only. Do not switch off security protections to make a connection work, and never send passwords to support.
- Test and review before starting. Check the test email arrived, and get reply capture and stop requests tested. Confirm permission for the people on your list, review the messages and complete the remaining sending checks. A test email does not turn campaigns on.
Having an old enquiry or customer record does not by itself establish permission for a new marketing message. A separate mailbox also does not remove all reputation risk to your business domain.
Ask for setup help. Tell us your email provider and the domain after @. Do not include passwords or customer lists.
Can I use my email provider?
One answer per provider, from the same catalogue the Desk uses when you connect a mailbox.
Can I use Google Workspace?
Ready to connect — this is the one we recommend. Google's acceptable use policy bans unsolicited mass email. It does not ban automated or marketing email as a category, so following up people who contacted your business is inside its words. A paid user may send 2,000 messages a day, so LRD's limit is about one percent of your allowance and never crowds out your own mail. Use a dedicated mailbox on your business domain with a Google app password and 2-Step Verification. Check your account offers App passwords before buying. If it does not, do not weaken security to connect. Use a dedicated mailbox, never your normal Google password. Then complete the LRD sender and reply checks.
Can I use Hostinger Email (native service)?
Ready to connect. Hostinger says you are free to send any legal and solicited email from its own mailboxes, and asks for opt-in, an easy unsubscribe link and your domain records in place. This is Hostinger's own email service, not the Titan service some Hostinger plans include, which has different rules. Make sure the plan is Hostinger's own email, not Titan. Create a dedicated mailbox, choose Hostinger Email in Sending setup, then complete the sending test and both reply checks.
Can I use Titan Mail?
Not supported by LRD. Titan's own policy allows email to people who agreed to hear from the business, but Titan does not sell mailboxes itself, so the rules of the shop you bought it from stack on top, and GoDaddy's forbid this use entirely. Titan also reports nothing back about what happened to a message, so LRD could never safely raise its daily limit above five. At five a day it is not worth paying for, so LRD does not support it from any seller. Do not buy Titan Mail for campaign sending. Use Google Workspace instead.
Can I use IONOS Mail?
Ready to connect. IONOS bars mail sent without the express or assumed agreement of the recipient, which a previous enquiry meets. Its email policy asks for explicit consent, an easy opt-out, and your postal address and phone number inside the message. IONOS limits how many emails a new contract can send each hour, starting at 50 an hour in the first week (from its mass-mailing limits page, which is now offline; read from the archived copy), so LRD's 20 a day stays far inside it. Create a dedicated mailbox in your IONOS account, choose the IONOS option for your account's country in Sending setup, then complete the sending test and both reply checks.
Can I use personal Gmail, Outlook, Yahoo, iCloud, AOL or Proton?
Not for campaigns — use these to sign in. Use these for your LRD login and receiving messages. For campaigns, use a separate mailbox on a domain your business owns. This is LRD’s support policy, not a blanket provider ban on automated mail. Use your normal address to sign in; do not create a personal mailbox for campaign sending.
Can I use Zoho Mail?
Not allowed by Zoho. Zoho Mail's usage policy lists the kinds of email the product may not be used for, and the list includes automated emails, marketing emails, newsletters and bulk email. It bans them as categories, so having everyone's permission does not help. Zoho Campaigns is a different product with different rules. Do not buy Zoho Mail for campaign sending. Use a provider from the allowed list instead.
Can I use Fastmail?
Not allowed by Fastmail. Fastmail's terms say the service is not designed for sending automated email, and make it a violation to send programmatically generated email to addresses outside your own account. That turns on how the message is produced, not on who agreed to receive it, so permission does not help. Do not buy Fastmail for campaign sending. Use a provider from the allowed list instead.
Can I use GoDaddy email or Titan bought from GoDaddy?
Not allowed by GoDaddy. GoDaddy's email agreement says you will not send high-volume, mass or bulk email, with no exception for consent, and it overrides GoDaddy's more permissive general terms. This covers every email product GoDaddy sells, including the Titan service sold under GoDaddy's name. The email app you open does not tell you which contract applies. Do not buy any GoDaddy email product for campaign sending. If you already have one, use a provider from the allowed list instead.
Can I use Namecheap Private Email?
Not allowed by Namecheap. Namecheap treats any mailing to someone who has not confirmed their opt-in as unsolicited, and requires complete consent records on demand. Its own guide adds that the service is not designed for mass mailing and prohibits automated email activity. A previous enquiry is not a confirmed opt-in. Do not buy Namecheap Private Email for campaign sending. Use a provider from the allowed list instead.
Can I use hosting email or another provider?
Ask us before you buy. We checked thirty email providers against their own written rules. Several ban this kind of sending outright, some in wording that permission cannot get around, and others say nothing either way. We will not guess on your behalf, and a working connection is not the same as permission to send. Tell LRD support who hosts your email before you buy anything. If it is not on the allowed list, assume the answer is no until we confirm.