Frequently Asked Questions

Getting Started

This article answers common questions about using OnlineCertifiedMail.

What if I can't log in?

Search your inbox to confirm which email address you used for your account. Then use the lost password option to reset your password. Be sure to check your spam or junk folder for the reset email.

I cannot reset my password. It says “unable to complete your request.” What should I do?

Confirm you are using the exact email address on your OnlineCertifiedMail account. Search your inbox for older OnlineCertifiedMail emails to verify the address, then check spam and junk folders.

If you tried several times, wait a short time before trying again. You can also try a different browser or device, or temporarily turn off VPNs or privacy tools.

If you mailed letters from that account and still cannot reset access, contact support.

Can I save my credit card information?

Yes, you can save up to two credit cards at a time in your account during checkout.

Where do I find my saved credit cards if I do not see a shopping cart?

Saved credit cards appear in the Shopping Cart under Payment Information. If you do not have an unpaid letter in your cart, you may not see the cart or saved-card options.

To add or remove a saved card, create a new job or test job, add it to your cart, and manage the cards from the Payment Information section.

What paper types do you offer?

OnlineCertifiedMail uses standard 8.5" x 11" white paper only. Other paper sizes, such as legal paper, are not available.

For more paper options, visit our parent company, LetterStream.com.

What ink options do you offer?

OnlineCertifiedMail prints in black ink only. Color printing is not available through OnlineCertifiedMail.

For color printing options, visit our parent company, LetterStream.com.

How does pricing work?

Pricing is based on the number of pages and includes postage, printing, and mailing.

Up to 8 sheets: $10.49
9–14 sheets: $11.49
15–29 sheets: $15.49
30+ sheets: $18.49

Do I pay separately for each certified letter if I check out once?

Yes. Each certified letter is priced separately because each one is printed, mailed, and tracked separately.

You can add multiple letters to your cart and pay for them together in one payment.

Can I stop a letter from being mailed?

If payment has already been completed, the letter cannot be stopped. If the letter has not been paid for, you can remove it from your shopping cart prior to payment.

Why hasn’t my letter mailed yet?

Letters are mailed within 2 business days of payment. Many letters mail sooner, but same-day mailing is not guaranteed.

If you submit and pay outside business hours, the two-business-day window begins on the next business day.

To review your letter and past mailings, log in and click History.

How do I track my letters?

You can also use the tracking number on the USPS website. USPS tracking may not appear until the day after your letter is mailed.

My tracking number says invalid. What should I do?

USPS tracking may not appear immediately after mailing. First, confirm your letter status says Mailed in your OnlineCertifiedMail account.

Copy the tracking number directly from your account and paste it into USPS tracking without extra spaces. If the letter was just mailed, wait until the next business day and check again.

When will my letters be delivered?

Certified Mail delivery times vary.

Minimum: 3 business days
Most common: 5–7 business days
Sometimes: up to 10 business days

Delivery may take longer because of USPS processing, address issues, forwarding, recipient availability, or other USPS delays.

What if my letter never gets delivered?

Once your letter is mailed, USPS handles delivery. OnlineCertifiedMail prints, prepares, and hands your letter to USPS.

If the letter has not been delivered after the expected delivery window, review the tracking information or contact USPS for more details.

Please keep in mind that Certified Mail is a good product for proof of mailing, but doesn't come with a delivery guarantee.

How do I access the signature confirmation, or proof of delivery?

The signature confirmation is called the Electronic Return Receipt, or ERR.

To access it upon successful delivery, log in, click History, and download the signature file once it becomes available.

It may take a couple of business days after successful delivery for the signature document to appear.

How do I verify or preview my letter before paying?

Use the View Proof link before submitting payment. Review the proof carefully to confirm the document, pages, addresses, and content are correct.

A watermark may appear on the proof, but it is not printed on the final mailing.

Once payment is completed, the letter cannot be edited, canceled, or modified.

Can I type a letter and also upload extra pages, like an ID or report?

The Letter Automator lets you type a letter on the website. If you also need to include extra pages, the easiest option is to make all pages into PDFs before uploading.

Save your typed letter as a PDF, make sure the supporting pages are PDFs, then upload the files in the order you want them printed. Use Add Additional PDF if available.

How do I send the same documents to multiple different addresses?

Create a separate mailing job for each recipient address. Upload the documents for each recipient’s envelope.

You can add all jobs to your cart and pay for them together in one checkout. Each certified letter is still priced separately.

If you have a high volume of mail to send, using our parent website LetterStream.com may be a better option.

Can I upload multiple PDFs in one envelope?

Yes. Upload your first PDF, then select Add Additional PDF to include more documents.

Upload the PDFs in the order you want them printed and inserted. All PDFs uploaded this way go into the same envelope for the same recipient.

This cannot be used to send different PDFs to different recipients in one job.

What should I do if my uploaded PDF preview looks garbled, corrupted, or incomplete?

Do not approve or pay for the letter if the proof looks wrong.

Re-save or export the document as a new PDF. Make sure fonts and images are embedded, remove interactive fields, remove password protection, and flatten the PDF before uploading again.

Always review the proof before completing payment.

I click Save Address and nothing happens. What should I do?

Make sure all required address fields are complete and use standard address formatting:

Recipient name
Street address
City, state, and ZIP code

Remove extra punctuation, special characters, emojis, or unusual formatting. You can also refresh the page, log out and back in, try another browser or device, or temporarily disable extensions, ad blockers, VPNs, or privacy tools.

If the address still will not save, you can enter it manually while creating the mailing.

The Send A Letter form failed and erased my information. What should I do?

You may try another browser or device and temporarily disable extensions, ad blockers, or VPNs.

My payment page is spinning. Did my payment go through?

Do not click the payment button again if it's still working.

Check your History page, email confirmation, and shopping cart. If the letter is still in your cart but your bank shows a charge, it may be a pending authorization, not a completed payment.

If your bank shows a charge and the letter is still asking for payment, contact support.

Why does my bank show a charge if my order still asks for payment?

Your bank may be showing a pending authorization, not a completed payment. This can happen if checkout timed out, the card was declined, payment information was incorrect, or the order did not fully submit.

In these cases, the pending payment authorization should disappear automatically within a couple of days.

Check your History page and confirmation emails to confirm whether the letter was submitted.

What payment methods are accepted?

OnlineCertifiedMail accepts:

MasterCard
Visa
AMEX
Discover
Apple Pay
Google Pay

OnlineCertifiedMail does not currently accept gift cards, PayPal, checks, ACH, wire transfers, money orders, or cryptocurrency.

Payment is required when you submit your order.

What does “get $5 back” mean during checkout?

Some customers may see a “$5 back” or cashback offer when using Link, a saved payment method offered by Stripe.

This offer is provided by Stripe, not OnlineCertifiedMail. Your OnlineCertifiedMail total does not change. Any cashback is handled by Stripe.

To avoid the offer, use a different payment method or do not use Link during checkout.

OnlineCertifiedMail does not typically distribute promo codes directly. Promo codes may be provided through a partner, software vendor, or external service.

If you believe your software provider offers a promo code, contact them to check availability.

Do you have a phone number or can I talk to a person?

OnlineCertifiedMail provides help through the Chatbot and email support.

If you cannot find your answer in the Chatbot, you will have the option to contact us by email. It can take up to one business day to receive a response.

Include as much detail as possible so support can review your issue faster.

Why can’t the chatbot look up my specific order, payment, or account?

The chatbot can answer general questions about OnlineCertifiedMail, but it is not able to view account, payment, or order details.

For account-specific questions, first check your History page. If you still need help, contact support with your account email and job details.

What information should I include when contacting support?

Please include:

Email address on your account
Job or Letter ID, if available
Any further information to help us assist quickly

I came from CreditSecrets, Credit Sense, an AI program, or another company. What does OnlineCertifiedMail do?

OnlineCertifiedMail helps you send Certified Mail online. We print, prepare, mail, and track certified letters after you upload or create documents and enter addresses.

Other companies, software programs, credit repair services, or AI tools may help you prepare letters or decide what to send. OnlineCertifiedMail does not provide credit scores, creditor lists, credit repair advice, legal advice, or financial advice.

Can OnlineCertifiedMail help me get my credit score or creditor information?

No. OnlineCertifiedMail only handles sending Certified Mail online.

We do not provide credit scores, creditor lists, credit repair services, legal advice, or financial advice. Contact the company or service that provides those tools for information.

What should I do if I need help with a subscription or service from another company?

Contact the company that sold or manages that subscription or service.

OnlineCertifiedMail can help with certified letters submitted through OnlineCertifiedMail, but we cannot manage billing, subscriptions, software access, AI tools, or credit services from another company.