Locked leads

Last updated: April 9, 2026

What are locked leads?

Locked leads are home care enquiries that have come through the Lottie marketplace but cannot be contacted until they are explicitly unlocked by a user, because the partner has hit their marketing cap. They appear in the Marketing tab under the Missed leads section.

When a lead is locked, the contact's name, phone number, and email address are masked. Unlocking reveals the full contact details and moves the enquiry into your Enquiries tab so you can follow up directly.

Locked leads are time-sensitive. Each lead is available to unlock for 24 hours from the time it was received. After this window passes, the lead can no longer be unlocked.

How much does unlocking a lead cost?

Unlocking a lead carries a per-lead fee (+ VAT):

Care type

Cost

Live-in care

£60

Domiciliary care (hourly, overnight sleeping, overnight waking)

£30

You are only billed once per unique contact per month when unlocking missed leads.

How to unlock a lead

  1. Navigate to Marketing and locate the Missed leads section.

  2. Find the lead card you want to unlock. A countdown shows how long remains before the lead expires.

  3. Click Unlock this lead.

  4. Review the confirmation dialog, which shows the care seeker's first name, care type, and unlock cost.

  5. Click Unlock to confirm.

  6. The contact's full details are revealed immediately and sent to you by email. The enquiry will also appear in your Enquiries tab shortly.

After unlocking

Once a lead is unlocked you can contact the care seeker straight away from the success screen, or click View unlocked enquiries to see all unlocked leads in the Enquiries tab.

Frequently asked questions

Q: What is a locked lead? A: A locked lead is a home care enquiry from the Lottie marketplace where the contact's details are hidden until you choose to unlock it. Locking allows you to review the lead before committing to the unlock fee.

Q: Where do I find locked leads? A: Locked leads appear in the Missed leads section of the Marketing tab. They are grouped by brand and ordered with the most recent first.

Q: How long do I have to unlock a lead? A: You have 24 hours from the time the lead was received. The lead card shows the exact date and time it expires. Once expired, the lead cannot be unlocked.

Q: What happens to an expired lead? A: After 24 hours, the unlock option is replaced with an Increase cap button. You can no longer unlock that specific lead, but increasing your marketing cap can help ensure you receive more leads within your cap in future.

Q: How much does it cost to unlock a lead? A: £60 (+ VAT) for live-in care leads, and £30 (+ VAT) for domiciliary care leads (hourly, overnight sleeping, or overnight waking). You are only charged once per unique contact per month.

Q: Can I be charged twice for the same person? A: No. You are only billed once per unique contact per month when unlocking missed leads.

Q: What do I receive when I unlock a lead? A: The care seeker's full name, phone number, and email address are revealed on screen and sent to you by email. The enquiry also appears in your Enquiries tab shortly after unlocking.

Q: Is unlocking reversible? A: No. Once you confirm the unlock, it is permanent and you will be billed accordingly.

Q: Who can unlock leads? A: Any user with access to the Marketing tab's home care section can unlock leads. Access is controlled by your workspace permissions — speak to your administrator if you cannot see the Missed leads section.

Q: Does unlocking a lead guarantee a conversion? A: No. Unlocking reveals the contact details so you can reach out, but the outcome depends on your follow-up with the care seeker.

Q: Why does my Missed leads section show leads I didn't receive? A: The Missed leads section shows enquiries that came in while your marketing cap was full — leads that Found matched to your services but you were not able to receive at the time. Increasing your cap reduces the number of future missed leads.