How can we help?
Answers to common questions. Still stuck? Contact us.
New here, or want a refresher?
Replay the guided product tour of quoting, booking, and tracking.
Getting started
Do I need my own carrier accounts?+
Yes. You connect your own carrier accounts and keep your negotiated rates — Flutter Freight never marks up your freight. We're a technology provider, not a carrier, broker, or freight forwarder; your transportation contract is directly between you and the carrier you pick.
Which carriers can I use?+
Every plan includes all available carriers — there’s no per-carrier upcharge. You connect the ones you already ship with. A few carriers are still being finalized and appear as “Coming soon” when you go to add one: XPO and TForce Freight — you can preview them, but they aren’t bookable end-to-end yet. Some newly added carriers (Old Dominion, Estes, Saia, DHL Express) run their bookings against the carrier’s test system until they’re cleared for live shipping.
Is Flutter Freight available outside the U.S.?+
LTL freight is U.S.-domestic only. Parcel (ground) shipments can be international — pick the origin/destination country on the quote form and UPS, FedEx, and DHL Express will rate the lane (DHL is international-only; they have no US-domestic product).
How do I contact support?+
Email support@flutterfreight.com and we’ll help. We’re a small team and read every message — we typically reply within one business day.
Carriers & credentials
How do I connect a carrier?+
Go to My Company → Carriers → Add Parcel or Add LTL, choose your carrier, and follow the in-app guide (the “How do I get these credentials?” helper) for that carrier. We verify the credentials with the carrier the moment you save them, so you know right away if they're correct.
What credentials does each carrier need?+
It depends on the carrier. Parcel carriers use developer API keys; most LTL carriers also need the account number that ties quotes to your negotiated rates. The in-app guide walks you through each one — here’s the short version:
- UPS (parcel): a Client ID and Client Secret from the UPS Developer Portal (developer.ups.com), plus your UPS account number. Issued instantly.
- FedEx (parcel): an API Key and Secret Key from the FedEx Developer Portal (developer.fedex.com), plus your 9-digit FedEx account number.
- FedEx Ground & FedEx Freight share the same FedEx OAuth keys — but each uses a different account number. If you’ve already connected FedEx (Ground), you can reuse those keys and just add your FedEx Freight account number.
- Estes Express (LTL): a Client ID/Secret from Estes Web Support (used to mint an API key) and a MyEstes login (username + password), plus your Estes account number.
- Old Dominion (LTL): your ODFL.com (ODFL4me) login doubles as the API credential — there’s no separate API key.
- Other LTL carriers (Oak Harbor, Peninsula, R+L, Saia, and others) use an API key, a portal login, or an account number depending on the carrier — the in-app guide has step-by-step instructions and, where needed, a ready-to-send access-request email.
Why isn't a carrier showing in my quote results?+
A few common reasons:
- It isn’t connected yet — add it under My Company → Carriers.
- It’s a “Coming soon” carrier (XPO, TForce Freight), which isn’t bookable end-to-end yet.
- Its credentials are invalid or expired — reconnect it and watch for the verification result.
- The carrier doesn’t serve that lane, or the shipment type doesn’t match (a parcel carrier won’t quote an LTL shipment, and vice-versa).
- Your account number isn’t rate-enabled yet — some carriers need to switch on rating on their side, or your negotiated pricing hasn’t propagated. If it persists, contact support@flutterfreight.com.
Quotes, BOLs & labels
How do I get a quote?+
Open Create Shipment, enter your origin, destination, and shipment details, and we return live rates from all your connected carriers so you can book the lowest.
I'm not sure of my freight class.+
On the Freight Class field, click “Not sure? Calculate” to estimate the class from your dimensions and weight. That estimate is based on NMFC density (pounds per cubic foot) — the primary factor LTL carriers use. It's an estimate, not a guarantee: some commodities carry a fixed NMFC class regardless of density, so confirm the correct class with your carrier before you rely on it.
When is my BOL created?+
At booking. For carriers that issue their own BOL, the official BOL and PRO number are generated when you book — that's when the carrier assigns them.
Do I get shipping labels?+
Yes — parcel shipments produce a Zebra 4×6 thermal label at booking, alongside the BOL for LTL.
What is a PRO number?+
A PRO (progressive) number is the LTL carrier's unique tracking ID for your shipment. The carrier assigns it when you book, it prints on the BOL, and it's what tracking uses to follow the shipment.
How do I reprint a BOL or label, and why won't my Zebra 4×6 print correctly?+
Any shipment's paperwork can be re-downloaded anytime from the Tracking page — open the shipment tile: freight (LTL) shipments have “Download BOL” (you'll get the carrier's own BOL when we captured one at booking, otherwise the Flutter Freight BOL), and parcel shipments have “Download label” — the actual shipping label captured when you booked. The booking confirmation screen also has a “Download … again” button right after you book. If a Zebra 4×6 label prints blank, stretched, or cut off, print it on a thermal label printer loaded with 4×6 labels (not a normal office printer), set the print size to Actual size / 100% with no “fit to page” scaling and no added margins, and confirm the printer is set to 4×6. If it still looks wrong, email us at support@flutterfreight.com.
Tracking
How does tracking work?+
The Tracking page pulls live status from each carrier automatically — no manual PRO entry. Estimated delivery shows when the carrier provides it.
Can I remove a shipment that never picked up?+
Yes — pending shipments have a Remove button on the Tracking page.
Reporting & analytics
What reporting do I get?+
The Reporting tab shows Freight Spend — your total booked shipping cost, broken out by Parcel vs LTL, with a time-range toggle (this month, this quarter, this year, or all time). Reporting is included on Growth and up.
Can I see how much I'm saving?+
A Savings comparison is coming soon. It will compare Flutter Freight's rate against your own carrier rate on each shipment, and unlocks once Flutter Freight rates are enabled.
Team & users
How do I invite teammates?+
In My Company → Users, click Add user and enter their email address. They're invited by email to set up their own login under your organization.
What's the difference between an admin and a member?+
Admins have full access — connecting carriers, inviting users, reporting, and company settings. Members are limited to the Carriers view within My Company; they can still create shipments and track them from the top navigation, but they can't connect or remove carriers, invite users, or change company settings.
How many users does my plan include?+
Starter includes 1 user, Pro includes 5, and Scale includes 20. Need more? That’s the Custom plan.
How do I remove a user?+
In My Company → Users, open the user and choose Remove User. Their access is revoked immediately. (The organization's original admin can't be removed.)
Pricing & billing
What do the plans cost?+
Starter $50/mo (100 shipments), Growth $99/mo (250), Pro $179/mo (500), Scale $299/mo (1,000), Fleet $500/mo (2,000) — and custom pricing above 2,000 shipments a month. Priced by shipment volume, never by seat: unlimited users and all carriers on every plan, with soft overages instead of hard caps. Annual billing saves 15% — for example, Growth is $84/mo billed annually ($1,008/yr, saving $180 a year). Every plan includes shipment email notifications; analytics, reporting, and all integrations (WooCommerce, QuickBooks, and every one we add — always included together, never priced per tool) come with Growth and up. See pricing.
Are there contracts?+
No long-term contract — plans are month-to-month and you can cancel anytime. When you cancel, your plan stays active through the end of the current billing period, and fees already paid are non-refundable.
How do I cancel, export, or delete my data?+
To cancel your plan, email support@flutterfreight.com — your plan stays active through the end of the current billing period. To request a copy (export) or deletion of your data, email privacy@flutterfreight.com. Some records may be retained where required by law, as described in our Privacy Policy.
Account & security
How do I reset my password?+
On the sign-in page, click Forgot your password? and we’ll email you a reset link.
How is my data secured?+
Data is encrypted in transit with TLS. Your Flutter Freight login password is stored as a one-way hash (never in plain text), and the sensitive carrier credentials you connect — API keys, carrier logins, and OAuth tokens — are encrypted at rest with AES-256-GCM. We decrypt them only to make requests to the carriers on your behalf.
Each organization’s data is isolated to that tenant, so one account can’t see another’s. For the full list of subprocessors we rely on (such as our database, hosting, and email providers), see our Privacy Policy.
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