What do you need to get done?

Use the reset link on the login screen; it emails a new password to the address on your user record. If the reset email never arrives, check whether your account has two-factor authentication switched on, and whether your admin has restricted sign-in to approved IP addresses — both will block a login that otherwise looks correct. Being dropped mid-session is different again: that’s the inactivity timeout, not a password problem.

Almost always 10DLC registration. US carriers require every business sending SMS from a standard number to register the brand and campaign with The Campaign Registry, and until that clears, messages are filtered or silently dropped rather than bounced — so nothing looks broken from inside Shape. Check your registration status first. If registration is complete and only some contacts fail, look for opt-outs: a contact who replied STOP is suppressed at the carrier.

Nine times in ten the sending domain isn’t authenticated. SPF, DKIM and DMARC records tell receiving servers that Shape is allowed to send on your behalf; without them, mailbox providers treat your mail as unverified. Set those up first, then choose a DMARC policy deliberately — moving straight to reject can block legitimate mail from other tools that send as your domain. List hygiene matters too: repeatedly hitting dead addresses damages your sending reputation.

Yes, though it takes a little time. Carriers apply that label from their own analytics, so it has to be disputed with them rather than changed in Shape. Shape’s spam remediation process submits your numbers for review. Prevention is the more durable fix: STIR/SHAKEN attestation signs your calls as genuinely yours, and rotating a single number through very high call volume is what triggers the flag in the first place.

Contacts come in by CSV — the import guide covers how to shape the file, map columns to Shape fields, and carry consent data across rather than losing it in the move. Loan files are separate: if you’re coming from another origination system, Shape reads Fannie Mae 3.2 and MISMO 3.4 exports directly. Import a small test batch first and check field mapping before committing the full file.

Shape gives you the tools — consent capture on the record, Do Not Call and litigator screening through DNCscrub, and opt-out handling that suppresses future sends automatically. What counts as valid consent, though, depends on where you operate and how the lead was generated, and the FCC’s one-to-one consent rules changed what a shared lead form can authorise. Treat the guides as an explanation of the mechanics and confirm your specific process with your own compliance counsel.

Down to a fairly fine grain. Role permissions set what each type of user can do, record visibility controls whose records they can see at all, and separate settings govern who may assign or reassign a record and who can open which reports. Multi-branch accounts add another layer, keeping offices or brands walled off from one another while rolling up for management.

That’s the usual first week of setup. Statuses define your pipeline stages and drive automation, custom fields and tabs capture anything the standard record doesn’t, required fields stop records being saved half-finished, and triggers fire messages and actions off status changes. Departments then give each team only the tabs and views it needs, so a loan officer and a recruiter aren’t looking at the same screen.

Every entry shows the month it was last updated, both in the index and in search. Anything that passes a year without review goes into a queue to be rechecked or retired. If a guide contradicts what you’re seeing on screen, that’s worth reporting — a stale guide is more costly than a missing one.