Help & frequently asked questions

Do I need a card to start the free trial?

Yes. Every plan includes a seven-day free trial and a card is required at signup. Cancel any time during the trial and you are not charged.

What happens on my setup call?

A specialist walks through configuring your agency, hierarchy, carriers, users and your first commission workflow. It is complimentary and included with every plan.

How quickly can we be live?

Most agencies process a real carrier statement during their trial week. The pace is usually set by how quickly you can pull sample statements and confirm your hierarchy, not by the software.

Can we import our existing book?

Yes. Policies support bulk upload with an undo, so an import that goes wrong can be reversed rather than cleaned up row by row.

Can LyncCIS read my carrier's statements?

Almost certainly. Statements import as CSV or XLSX, with PDF conversion on paid plans, and each carrier gets a saved column-mapping template with alias matching for renamed headers.

What happens to lines that don't match anything?

They queue for review with the original line intact. Nothing is silently dropped, and once you resolve the underlying cause it resolves automatically on later statements.

Do I have to clean the file first?

No. Upload it as the carrier sent it. The mapping wizard reads the file's own headers and you confirm which columns hold the writing number, policy, premium, commission and dates.

How many hierarchy levels are supported?

Up to ten upline levels, with per-carrier override rates and writing-code-based agent matching.

How are chargebacks handled?

A chargeback is tracked against the original payment it reverses, so the writing agent's net position and any downline overrides paid on that business move together.

Can I find commissions a carrier never paid?

Yes. The reconciliation dashboard surfaces active policies with no commissions, orphaned commissions with no matching policy, and $0 payouts.

What happens if I move an agent in the hierarchy?

Future cycles pick up the change automatically, and the edit history records what changed and when so prior cycles can still be explained.

Can my agents see each other's commissions?

No. Reporting is role aware, so column privacy is enforced per role — agents see their own production and their downline where permitted, and nothing else.

What do producers get?

A branded portal with their book of business, their statements and their production history, within the scope their role permits.

How do we add or remove seats?

Seats are managed in your account settings. Upgrades are prorated immediately through Stripe, and removing a user revokes their access straight away.

How does billing work when I change plans?

Billing runs through Stripe. Upgrades are prorated immediately; downgrades issue a credit against your next invoice.

What happens if I cancel?

Your subscription stops at the end of the current period and your data is retained for a 90-day recovery window in case you come back or cancelled by mistake.

Is annual billing available?

Yes. Annual plans are billed up front and are the cheaper option if you already know LyncCIS is a fit — most agencies start monthly and switch after their first full cycle.

What are AI credits?

AI Concierge usage is metered by credits and capped per plan. Greeting cards draw on a separate greetings credit balance with optional auto top-up.

Can a card be mailed with an unfilled merge tag?

No. Cards are validated for unresolved placeholders before printing, and a card with an unfilled tag is blocked.

Who can send cards?

Owners control which team members have send permission, so outreach stays on brand and within budget.

How is our data protected?

TLS 1.2 or higher in transit, AES-256 at rest, tenant isolation enforced at the database layer, role-based access control and audit trails on records and imports.

Is there an API?

Yes — REST API access and outbound webhooks are included on Professional and Enterprise plans.

How do I report a security issue?

Email Support@lyncgreetings.com with the subject 'Security'. Please give us a chance to fix an issue before disclosing it publicly.

Call (318) 488-4133 (Mon–Fri 9–5 CST), email Support@lyncgreetings.com, or send a message from the contact page and we will get back to you within one business day.