TL;DR
Your search count includes everyone who matches your filters. Checkout can show fewer because contacts you already exported are skipped (on by default) and because of your Max leads per company setting.
When the order runs, every email is verified and bad emails are filtered out, so your file can have fewer leads than you asked for. You're only charged for the verified emails you receive.
If an order fails or shows 0 leads, send us the order number and we'll refund it.
If the gap between your search and checkout looks wrong, send us a screenshot of both numbers. It may be a known issue we're fixing.
When you'd use this
Your CSV has fewer leads than you asked for.
Checkout shows fewer leads than your search.
An order shows Failed or 0 leads.
Some leads look outside your filters.
How it works
1. Search
The Leads page counts everyone who matches your filters. The Net New tab shows people you have never exported, and Saved shows people you already exported. Searching and counting are free.
2. Checkout
When you click Download Leads, checkout shows how many matches you can order and lets you set:
Lead quantity: how many verified leads to pull.
Max leads per company: the most people from the same company. A low number (for example 1 or 3) can lower how many leads you get.
Exclude previously ordered contacts: on by default, so you aren't sold the same person twice. While it's on, checkout counts only people you haven't exported, like the Net New tab. You can turn it off, but then people you already exported can be included and charged again.
3. Delivery
After you click Confirm & Export, every email goes through waterfall verification before it's added to your file. Bad emails are filtered out. The order summary shows the most credits the export can use. You're only charged for the verified emails you receive, so a smaller file costs less.
4. Saved tab
Leads you exported move to the Saved tab and are skipped in future orders by default.
What to do when something looks wrong
An order failed or shows 0 leads: send us the order number. We'll refund it in full. You can then run the search again.
Leads look outside your filters: send us the order number and a screenshot or Loom of your filters. Our team reviews it and restores credits for off-target leads.
Checkout shows far fewer leads than your search: check your Max leads per company setting and the Net New count first. If the gap still looks wrong, send us a screenshot of both numbers. We're fixing a known issue that can make this gap too big.
Send us a message in the app. Our support team replies Monday to Friday, 9am to 5pm ET, usually within 2 hours. Messages sent outside those hours are answered the next business day.
Expected outcome
You know why your count changed, and you know how to get credits back for orders that failed or missed your filters.
FAQ
My leads aren't downloading, it keeps saying 0?
The order may still be processing: we email you when the file is ready. If it shows 0 leads or failed, send us the order number and we'll refund it.
Why did checkout only let me order part of my search?
Contacts you already exported are skipped by default, and your Max leads per company setting limits people per company. If the number still looks too low, send us a screenshot of your search count and checkout. It may be a known issue we're fixing.
Will I be charged for emails that failed verification?
No. Bad emails are filtered out, and you're only charged for the verified emails you receive.
Which columns are in the CSV?
The triple-verified business email, phone numbers if you added them, and the fields included free with every export, such as company name, domain, industry, job title, LinkedIn URL, company size, location, department and seniority. If a column is missing or empty, send us the order number.
Can I order only leads that have both an email and a phone?
No. You can add mobile phone numbers (US only) at checkout, and you're charged 3 credits only for each phone found.