Common issues & fixes

Sign-in is handled by Clerk. Most access problems are local to your browser or account, not the app itself.

1. Make sure you're using the same method you signed up with (the same email, or the same Google/social login).
2. If a verification code or magic link didn't arrive, check spam — our email is sent via Resend — and request a fresh one rather than reusing an old link.
3. Try a hard refresh, then a private/incognito window. This rules out a stale session or an extension interfering.
4. Clear cookies for the site if you're stuck in a redirect loop, then sign in again.
5. Still locked out? Email support from the address on your account so we can verify it's you.

There are two different causes here, and the fix depends on which one you're hitting.

• Used up for the month: tools like validations, AI listings, and searches have monthly allowances that reset each month. Free is a starter tier (e.g. 2 validations and 1 AI listing per month). If a tool worked earlier and now won't run, you've likely hit the cap.
• Above your plan: some tools are tier-gated. Competitive Intelligence and AI automation begin on Growth; War Room, Business Health Score, and the Reimbursement Scanner are Pro. These appear locked rather than used-up.

Check Settings → Billing to see your plan and reset dates. Upgrading lifts limits right away; for existing subscribers it's an in-app change and Stripe pro-rates the difference — no second checkout.

Payments run through Stripe, and you manage your subscription yourself from Settings → Billing.

1. To change your card or download invoices, open Manage Billing — that takes you to the Stripe Customer Portal.
2. To upgrade or downgrade as an existing subscriber, do it in-app. Stripe pro-rates the difference on your next invoice, so you won't be charged a fresh full amount at the moment you switch.
3. To cancel, use Manage Billing. Canceling keeps your paid features active until the end of the current billing period — you don't lose access the instant you cancel.
4. If a charge still looks incorrect after checking the portal, contact support with the date and amount and we'll dig into it.

Lumai AI narrates measured data — it doesn't invent numbers. So when output feels thin, it's usually because the underlying signal was thin.

• Low-coverage product: a brand-new or low-traffic ASIN gives the AI little to work with. Try a comparable product with more history to confirm the tool is fine.
• Missing context: for Listing Studio and the Validator, supplying the ASIN or competitor context produces a much sharper result than a bare product name.
• It's a judgment, not a guarantee: a GO / Watch / Skip verdict or a Deal Score is a read on the signals we can measure — treat it as one input to weigh, not a promise of profit or ranking.
• Hit a limit: if AI listings or validations just stopped, you may be at your monthly cap (see the section above).

Page or chart issues

1. Reload once — many tiles are filled by background jobs and a blank chart is often just the job finishing.
2. Hard refresh and try an incognito window to rule out a stale cache or a browser extension.
3. Confirm it's not a coverage gap: a dash (—) usually means 'not enough data yet,' especially on new items. See "Why is my data missing or delayed?" for the full breakdown.
4. If the page is genuinely broken across multiple products, it's likely on our side — note the page and product and let us know.

Export issues

• If an Excel or PDF export doesn't download, check that your browser isn't blocking pop-ups or downloads for the site.
• Very large exports take a moment to generate — wait for it to finish before retrying, so you don't kick off duplicates.

These come from the Amazon Selling Partner API and depend on a healthy connection to your Seller Central account.

• If they're empty, your Amazon account may not be connected yet — authorize it in Settings.
• If they stopped updating, the authorization may have expired; reconnect to refresh it.
• If margins look wrong after a resync, check your COGS — a resync can wipe manually entered cost figures, which throws off profit math until you re-enter them.