> ## Documentation Index
> Fetch the complete documentation index at: https://loadwork.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Frequently asked questions

> Quick answers about Load Work boards, alerts, broker trust, billing, and team setup. Click any question to expand the answer.

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Find answers to the most common questions about Load Work. Each answer is short and links to deeper guides where you need them.

## Getting started

<AccordionGroup>
  <Accordion title="What is Load Work?">
    Load Work is a load board and load-alert platform for carriers, owner-operators, dispatchers, and small fleets. It aggregates freight postings from across the industry, deduplicates them, and surfaces loads that match your equipment and lanes. Load Work is not a broker and does not book freight.
  </Accordion>

  <Accordion title="Is Load Work a broker? Can you book my loads for me?">
    No. Load Work is not a broker and does not book freight. Every load on the board is a lead. You contact the broker directly by phone or email to negotiate and book. Load Work does not verify that a booking happened, and loads can be covered before you call.
  </Accordion>

  <Accordion title="Where do these loads come from?">
    Loads are aggregated from across the industry and deduplicated. When the same load is posted in multiple places, Load Work merges the duplicates and standardizes the fields so you see one clean listing.
  </Accordion>

  <Accordion title="Do I need my own authority (MC/DOT) to use Load Work?">
    You need your own operating authority to run as a carrier, but Load Work does not verify your MC or DOT during signup. Adding your MC and DOT to your organization profile helps brokers recognize you and improves your credibility when you call.
  </Accordion>

  <Accordion title="How much does it cost, and is there a free trial?">
    Plans are Essential at $65/mo, Pro at $109/mo, and Enterprise at \$249/mo. Check **Organization → Billing → Change plan** for current pricing. There is no free trial.
  </Accordion>

  <Accordion title="What do I need to set up before I see useful loads?">
    Create your account, fill out your organization profile with your MC and DOT, add at least one truck with the correct equipment type, and set your first notification rule. The more accurate your truck details, the better your matches will be.
  </Accordion>
</AccordionGroup>

## Finding loads

<AccordionGroup>
  <Accordion title="What's the difference between the Expedite and All Equipment boards?">
    Expedite covers cargo van, sprinter van, box truck, and hotshot. It is available on all plans. All Equipment covers all 16 equipment types and is available on Pro and Enterprise only.
  </Accordion>

  <Accordion title="Why can't I see the All Equipment board?">
    The All Equipment board requires a Pro or Enterprise plan. If you are on Essential, upgrade at **Organization → Billing → Change plan**.
  </Accordion>

  <Accordion title="What does 'Call' mean instead of a rate?">
    The broker did not post a dollar rate. You must call or email them to negotiate the rate. This is common on expedite and partial loads.
  </Accordion>

  <Accordion title="What does v, hs(flat), bxr mean on a load card?">
    Those are equipment shorthand codes. For example, v means van, hs(flat) means hotshot flatbed, and bxr means box truck with reefer. See the full list on [Equipment types and shorthand](/finding-loads/equipment-types-and-shorthand).
  </Accordion>

  <Accordion title="What's the difference between Active and Past loads?">
    Active loads are live postings you can still call on. Past loads have aged off the board and are no longer bookable. Past loads are useful for rate research and broker history.
  </Accordion>

  <Accordion title="How do I search by origin and destination radius?">
    Use the **From** city plus radius and **To** city plus radius fields in the filter bar. Radius options are 25, 50, 100, 150, 250, and 500 miles.
  </Accordion>

  <Accordion title="What does the 'Posted only' rate-type filter do?">
    When turned on, it hides loads where the broker posted "Call" instead of a dollar rate. When off, you see both posted-rate and call-for-rate loads.
  </Accordion>

  <Accordion title="How do I filter for hazmat / non-hazmat?">
    Open **More filters**, then set **Hazmat** to Any, Hazmat, or Non-hazmat.
  </Accordion>

  <Accordion title="Can I filter out low-quality loads?">
    Yes. Open **More filters** and set **Min score** to 50+, 70+, or 85+. This hides loads below that threshold.
  </Accordion>

  <Accordion title="How fresh are the loads? How often does the board update?">
    Loads post in near real-time. Freshness is one of the three inputs that make up the load score. A load that nobody has re-posted in days is likely already covered.
  </Accordion>

  <Accordion title="Why do I see fewer loads than the number in my plan?">
    Your daily board cap is the maximum number of loads you can browse in a day. The live results shown are only the ones that match your current filters. Widen your filters to see more.
  </Accordion>

  <Accordion title="Why does the same load look different from another board I use?">
    Load Work deduplicates and normalizes postings. If the same load appears on multiple sources, Load Work merges them into one listing and standardizes fields like weight, dates, and contact info.
  </Accordion>
</AccordionGroup>

## Load rating and trust

<AccordionGroup>
  <Accordion title="What is the load rating and how is it calculated?">
    The load score is a 0-100 ring driven by three inputs: the broker's FMCSA operating authority status, how complete the posting is, and how fresh the load is.
  </Accordion>

  <Accordion title="What do Verified, Solid, Fair, Caution, and Unrated mean?">
    | Band         | What it means                                                  |
    | ------------ | -------------------------------------------------------------- |
    | **Verified** | Active FMCSA-verified broker on a complete, fresh load         |
    | **Solid**    | Strong, but the broker's authority isn't confirmed active yet  |
    | **Fair**     | Workable — but missing details, or starting to go stale        |
    | **Caution**  | Something's off: no active broker authority, or very thin info |
    | **Unrated**  | Not enough information to judge yet — Load Work doesn't guess  |

    The score is driven by three inputs:

    1. The broker's **FMCSA operating authority** — active or not
    2. **Completeness** of the posting — weight, dates, contact info filled in
    3. **Freshness** — a load nobody has re-posted in days is likely already covered
  </Accordion>

  <Accordion title="Should I skip every low-scoring load?">
    No. A low rating is never the final word. It is a nudge to look closer, not a block. A Caution load from a broker you know and trust can still be worth calling.
  </Accordion>

  <Accordion title="What does the broker authority badge mean? What about the gray one?">
    <Snippet file="authority-badges.mdx" />
  </Accordion>

  <Accordion title="How do I check a broker before I call?">
    Click **View broker** on the load, check the authority chip, and verify the MC number independently on the FMCSA website. See [Vet a broker before you call](/trust/vet-a-broker-before-you-call) for a full checklist.
  </Accordion>

  <Accordion title="How do I protect myself from double-brokering and freight fraud?">
    Verify the broker's FMCSA authority independently, watch for red flags like missing MC numbers or pressure to book without paperwork, and always confirm the rate and terms before picking up. See [Avoiding freight fraud](/trust/avoiding-freight-fraud).
  </Accordion>

  <Accordion title="A broker on the board acted in bad faith — what should I do?">
    Email [support@loadworkhub.com](mailto:support@loadworkhub.com) with the broker ID and a description of what happened. Include the load ID and any screenshots if possible.
  </Accordion>
</AccordionGroup>

## The broker directory and profiles

<AccordionGroup>
  <Accordion title="What is the Brokers page?">
    The Brokers page is a directory of every broker that has ever posted to the Load Work board, deduplicated. You can search by name or MC number, filter by authority status, and sort by activity.
  </Accordion>

  <Accordion title="Where do the brokers in the directory come from?">
    Every broker that has posted a load to the board appears in the directory. Load Work deduplicates them so each broker appears only once.
  </Accordion>

  <Accordion title="Why is a broker's name a person's name, a company, or just a phone number?">
    Names come from the original posting. Load Work does not standardize them. A broker may post as a company name, a dispatcher's name, or even a bare phone number.
  </Accordion>

  <Accordion title="What's the difference between the All, Verified, and Unverified tabs?">
    All shows every broker. Verified shows only brokers with active FMCSA authority. Unverified shows brokers whose authority is inactive, missing, or not yet checked.
  </Accordion>

  <Accordion title="What do 'Most active', 'Recent', and 'A-Z' sort by?">
    Most active sorts by current live load count. Recent sorts by the date of the broker's last post. A-Z sorts alphabetically by the broker's name as it appears in the directory.
  </Accordion>

  <Accordion title="I searched for a broker and got nothing — why?">
    Search is scoped to the filter tab you are on. If you are on the Verified tab and the broker is unverified, the search returns nothing. Switch to the All tab and search again.
  </Accordion>

  <Accordion title="Can I search by MC number?">
    Yes. The search box accepts a broker name or an MC number.
  </Accordion>

  <Accordion title="What do 'N active' and 'N total' mean on a broker row?">
    N active is the number of live loads that broker has posted right now. N total is the total number of loads Load Work has ever seen from that broker.
  </Accordion>

  <Accordion title="A broker row has no MC or DOT number — what does that mean?">
    No authority numbers are on file for that poster. That is itself a caution signal. Verify independently before booking.
  </Accordion>

  <Accordion title="What does 'Authority pending' mean on a broker profile?">
    It means the same thing as the red Unverified badge on load cards: the broker's FMCSA authority has not been confirmed active yet.
  </Accordion>

  <Accordion title="What is 'Avg time to fill' and how should I use it?">
    It is the average time the broker's loads stay on the board before being covered. A fast fill time means the broker is competitive and you should call quickly. A slow fill time means you have more time to negotiate.
  </Accordion>

  <Accordion title="What is 'Posting completeness'? Does a high score mean the broker is legit?">
    No. Posting completeness measures how consistently the broker fills in fields like weight, dates, and contact info. A 100% complete broker can still be unverified. Completeness is about tidiness, not legitimacy.
  </Accordion>

  <Accordion title="What are 'Top lanes' and 'Equipment mix' good for?">
    Top lanes shows the 5 most-posted origin-destination pairs. Use it to see if the broker's freight overlaps your regular routes. Equipment mix shows the 5 most-posted equipment types. Use it to confirm the broker moves freight your truck can haul.
  </Accordion>

  <Accordion title="What are the AP contact, AP email, and AP phone fields?">
    AP stands for accounts payable. These are your billing contacts for getting paid after you haul the load. If they are blank, ask for them on the call before accepting.
  </Accordion>

  <Accordion title="Why are the AP fields blank?">
    The broker did not publish them. Ask for the AP contact, email, and phone on the call before you accept the load.
  </Accordion>

  <Accordion title="What's the difference between the Active and Previous tabs on a broker profile?">
    Active shows loads that are still live and bookable. Previous shows aged-off postings. Previous loads are useful for sanity-checking rates and broker history.
  </Accordion>

  <Accordion title="How do I get to a broker's profile from a load?">
    Click **View broker** in the Broker panel on the load detail page.
  </Accordion>

  <Accordion title="The Brokers page says 'Couldn't load brokers' — what do I do?">
    Press the Retry button. If it persists, narrow the list by clicking a filter tab or entering a broker name or MC number in the search box. You can also reach a broker directly through **View broker** on one of their loads. See [Brokers page error](/troubleshooting/brokers-page-error) for more.
  </Accordion>
</AccordionGroup>

## Booking

<AccordionGroup>
  <Accordion title="How do I actually book a load?">
    Call or email the broker directly from the load page. Load Work provides the contact info, but all negotiation, rate confirmation, and paperwork happen between you and the broker.
  </Accordion>

  <Accordion title="Does Load Work know if I booked it?">
    No. Load Work does not verify bookings. Claims are self-reported only. Marking a load as claimed tells your team you are pursuing it, but it does not reserve the load with the broker.
  </Accordion>

  <Accordion title="The load was already covered when I called — why is it still listed?">
    Loads age off naturally. Load Work cannot know in real-time whether a broker has covered a load. A load may still appear on the board for a short time after it is booked.
  </Accordion>

  <Accordion title="Can I negotiate the rate shown?">
    Yes. The posted rate is a starting point, not a final price. Many brokers expect negotiation, especially on expedite and partial loads.
  </Accordion>

  <Accordion title="Who handles the rate confirmation and paperwork?">
    You and the broker directly. Load Work is not involved in booking, rate confirmation, or paperwork.
  </Accordion>
</AccordionGroup>

## Notification rules and alerts

<AccordionGroup>
  <Accordion title="What is a notification rule?">
    A notification rule is a saved search that watches the board 24/7 and alerts you when a matching load posts. You set the lane, equipment, rate, and pickup window, and Load Work does the watching.
  </Accordion>

  <Accordion title="How fast do alerts fire?">
    Alerts fire within minutes of a load posting that matches your rule.
  </Accordion>

  <Accordion title="How many rules can I create?">
    There is no plan cap on the number of rules you can create. Only the number of alerts sent per month is capped on Essential at 30.
  </Accordion>

  <Accordion title="How many alerts do I get per month?">
    Essential plans get 30 alerts per month. Pro and Enterprise plans get unlimited alerts.
  </Accordion>

  <Accordion title="Why am I not getting any alerts?">
    See [Not getting alerts](/troubleshooting/not-getting-emails-or-texts) for a full checklist. Common causes: no rules created, rule too narrow, SMS not set up, email landing in spam, or hitting the Essential 30/mo cap.
  </Accordion>

  <Accordion title="Why am I getting too many alerts?">
    Your rule is too broad. Tighten the lane, add a minimum RPM, narrow the equipment type, or shrink the pickup window.
  </Accordion>

  <Accordion title="What does 'Include loads with no rate' do?">
    When checked, the rule fires even if the broker posted "Call for rate" with no dollar amount. When unchecked, only loads with a posted dollar rate trigger alerts. It is ON by default.
  </Accordion>

  <Accordion title="If I select no equipment, what happens?">
    The rule matches all 16 equipment types. If you want to limit it, select the specific equipment types your trucks can haul.
  </Accordion>

  <Accordion title="How do I get text messages instead of email?">
    You need a Pro or Enterprise plan and a verified phone number in Settings. Then toggle SMS in the rule builder or in **Settings → Notifications**.
  </Accordion>

  <Accordion title="Are push notifications available?">
    Not yet. Push notifications for rules are coming soon.
  </Accordion>

  <Accordion title="How do quiet hours work, and do they apply to every rule?">
    Yes. Quiet hours set in **Settings → Notifications** apply to every rule you have created. No alerts will be sent during your quiet hours window.
  </Accordion>

  <Accordion title="How do I stop SMS alerts?">
    Reply STOP to any SMS from Load Work, or toggle SMS off in **Settings → Notifications**.
  </Accordion>

  <Accordion title="Where do I see past alerts?">
    Go to **/notifications** or click the bell icon in the top bar and select **See all load alerts**.
  </Accordion>
</AccordionGroup>

## Saved loads and teamwork

<AccordionGroup>
  <Accordion title="What's the difference between saving and claiming a load?">
    Saving a load bookmarks it for later. Claiming a load signals to your team that you are pursuing it. Neither action reserves the load with the broker.
  </Accordion>

  <Accordion title="Can my teammates see my saved loads?">
    Yes. Saved loads are org-wide, not private. Every member of your organization can see them.
  </Accordion>

  <Accordion title="What does 'Expired without booking' mean?">
    The load aged off the board before anyone in your organization booked it. It moves to the Expired tab in your Saved section.
  </Accordion>

  <Accordion title="Does claiming a load reserve it with the broker?">
    No. Claims are self-reported and internal only. Load Work does not notify the broker.
  </Accordion>

  <Accordion title="Can two people claim the same load?">
    The system does not block it, but the visibility means teammates can see the claim and coordinate before calling.
  </Accordion>
</AccordionGroup>

## Team, roles, and seats

<AccordionGroup>
  <Accordion title="How do I invite a teammate?">
    Go to **Organization → Team → Invite a team member**. Enter their email address and send the invite. They will receive an email to join your organization.
  </Accordion>

  <Accordion title="What's the difference between Owner and Member?">
    Owner has full access, including billing and organization settings. Member has operational access to loads, rules, and trucks, but cannot change billing or delete the organization.
  </Accordion>

  <Accordion title="How many seats do I get?">
    Essential includes 1 seat. Pro includes 5 seats. Enterprise includes 10 seats.
  </Accordion>

  <Accordion title="How do I remove someone from my team?">
    Go to **Organization → Team**, find their row, and open the overflow menu to remove them.
  </Accordion>

  <Accordion title="What happens to a teammate's saved loads and rules when they're removed?">
    Org-wide saved loads remain visible to remaining members. Their personal notification rules may become inactive when the account is removed.
  </Accordion>

  <Accordion title="Can one person belong to more than one organization?">
    One account is tied to one organization. If you need to operate under multiple orgs, you need separate accounts.
  </Accordion>
</AccordionGroup>

## Trucks and fleet

<AccordionGroup>
  <Accordion title="Why should I add my trucks?">
    Your truck's equipment type determines which loads surface for you. Accurate truck details improve your load matches and your notification rule accuracy.
  </Accordion>

  <Accordion title="How does equipment type affect what loads I see?">
    It is the primary filter. The board shows loads that match your trucks' equipment types. If you have a cargo van, you will not see flatbed loads unless you explicitly search for them.
  </Accordion>

  <Accordion title="What do length, max weight, doors, and liftgate change?">
    These capability details refine load matching to your specific truck. A load requiring a liftgate will not match a truck without one.
  </Accordion>

  <Accordion title="How many trucks can I add?">
    Essential allows 2 trucks. Pro allows 25 trucks. Enterprise allows unlimited trucks.
  </Accordion>

  <Accordion title="Can I track my trucks live?">
    Not yet. ELD live tracking is coming later.
  </Accordion>

  <Accordion title="How do I mark a truck as unavailable?">
    Set the status field on the truck. The fleet table shows the status for each truck.
  </Accordion>
</AccordionGroup>

## Account and security

<AccordionGroup>
  <Accordion title="How do I verify my email and phone?">
    Go to **Settings → Profile** and follow the verification flows for email and phone number.
  </Accordion>

  <Accordion title="How do I change my password?">
    Go to **Settings → Change password**.
  </Accordion>

  <Accordion title="Someone else may have my password — what do I do?">
    Change your password immediately. Then go to **Settings → Signed-in devices** and sign out all other devices to kill any active sessions you do not recognize.
  </Accordion>

  <Accordion title="What are 'signed-in devices'?">
    Signed-in devices shows every active session on your account, including browser, operating system, IP address, and last active time. Sign out any session you do not recognize.
  </Accordion>

  <Accordion title="How do I switch to dark mode?">
    Click the light/dark theme toggle in the top bar.
  </Accordion>

  <Accordion title="How do I update my company's MC or DOT number?">
    Go to **Organization → Manage → Edit** and update the fields.
  </Accordion>
</AccordionGroup>

## Billing

<AccordionGroup>
  <Accordion title="Which plan is right for me?">
    Essential is for solo owner-operators. Pro is for growing carriers or dispatch companies. Enterprise is for large fleets with multiple dispatchers. See [Plans and pricing](/account/plans-and-pricing) for a full comparison.
  </Accordion>

  <Accordion title="How do I upgrade or downgrade?">
    Go to **Organization → Billing → Change plan** and select the new plan. Stripe handles the switch and proration automatically.
  </Accordion>

  <Accordion title="Am I charged a prorated amount when I switch?">
    Yes. Proration is automatic through Stripe.
  </Accordion>

  <Accordion title="Where do I find my invoices?">
    Go to **Organization → Billing** and view the past invoices table.
  </Accordion>

  <Accordion title="How do I change the card on file?">
    Go to **Organization → Billing → Manage billing** in Stripe to update your payment method.
  </Accordion>

  <Accordion title="How do I cancel?">
    Go to **Organization → Billing → Manage subscription** in Stripe, or delete your organization entirely. See [Delete organization](/account/delete-organization) for what happens to your data.
  </Accordion>

  <Accordion title="What happens to my data if I delete my organization?">
    Everything is permanently deleted: the organization, team, saved loads, rules, and trucks. Billing is cancelled and you are signed out. This cannot be undone. See [Delete organization](/account/delete-organization).
  </Accordion>
</AccordionGroup>

## Support

<AccordionGroup>
  <Accordion title="How do I contact support?">
    Email [support@loadworkhub.com](mailto:support@loadworkhub.com). Response time is within one business day.
  </Accordion>

  <Accordion title="What should I include in a support email?">
    Include your account email, your org code from **Organization → Manage**, the load ID or broker ID from the detail page, a screenshot if you can, and what you expected to happen versus what actually happened.
  </Accordion>

  <Accordion title="Is there phone support?">
    No. Support is email only.
  </Accordion>
</AccordionGroup>

<CardGroup cols={2}>
  <Card title="Contact support" icon="headset" href="/troubleshooting/contact-support">
    What to include and how to reach us.
  </Card>

  <Card title="Plans and pricing" icon="credit-card" href="/account/plans-and-pricing">
    Compare Essential, Pro, and Enterprise.
  </Card>

  <Card title="Not getting alerts?" icon="bell" href="/troubleshooting/not-getting-emails-or-texts">
    Troubleshoot missing emails and texts.
  </Card>

  <Card title="Brokers page error" icon="triangle-exclamation" href="/troubleshooting/brokers-page-error">
    Fix the 'Couldn't load brokers' message.
  </Card>
</CardGroup>

<PageFooter path="/faq" />