Active dispatch issue
Worked first when a live load, pickup, delivery, broker contact, or document handoff is at risk.
LoadLadder Support
Fast help for freight work that cannot drift.
Support is organized around the operating workflow: account access, load supply, managed dispatch, billing, notifications, and carrier readiness. LoadLadder is founder-operated and AI-assisted, but live freight commitments stay human-owned.
General support
support@loadladder.com
Account, onboarding, carrier packet, notification, and platform questions.
Dispatch requests
Use the loadboard request flow
Route sourced Direct Freight opportunities into managed dispatch intake with the source id preserved.
Urgent issues
support@loadladder.com
For urgent live-load issues on an active dispatch, email with URGENT in the subject line. These are worked first.
Response expectations
What gets handled first
New carrier setup
Target first response is one business day for onboarding, carrier packet, MC/DOT, agreement, and notification questions.
Billing, access, or security
Target first response is one business day, with access or payment blockers escalated ahead of general product questions.
General product support
Handled during business days. Clear subject lines and the account email help move faster.
Trust rules
How support protects the operation
Source terms
LoadLadder queries Direct Freight live. We do not cache, repost, or present partner listings as LoadLadder-owned freight.
Paid dispatch
Managed dispatch work requires Pro/Enterprise access or verified pilot approval before LoadLadder starts broker follow-up.
Carrier authorization
Booking, dispatch, and broker commitments require a signed dispatch agreement, carrier rules profile, and packet readiness.
Notifications
Users choose app, SMS, and email preferences. SMS consent is optional and can be stopped by replying STOP.
Security
Account, provider, and dispatch actions are monitored through readiness checks, audit events, and cron snapshots.
Billing
Subscription charges are handled through Stripe. Dispatch success fees are separate when LoadLadder helps book freight.
Urgent dispatch
Open dispatch cards should be worked before stale lead/contacted/negotiating cards exceed the readiness threshold.
Provider issues
If load supply, SMS, email, Stripe, or Supabase degrades, the platform readiness monitor records an audit snapshot.
Privacy and security
Use privacy, terms, security, and SMS opt-in pages for policy questions and customer trust review.