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Common Issues & Questions

Here are answers to questions we hear most often. If you don’t find your answer here, reach out to support.

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Account & Login

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I Can’t Log In to My Account

Troubleshooting steps:
  1. Double-check your email — Make sure you’re using the correct email address
  2. Try password reset — Click “Forgot password?” on the login page:
    • Enter your email address
    • Check your inbox for a reset link (check spam folder too!)
    • Create a new password
    • Try logging in again
  3. Check your email access — Ensure the email address you’re using:
    • Is accessible and working
    • Isn’t being filtered by your email provider
    • Isn’t blocked by company firewall
  4. Clear browser cache — Sometimes browser data causes login issues:
    • Close your browser completely
    • Clear cache/cookies (or try incognito mode)
    • Go to alana.shopping and try again
  5. Try a different browser — Occasionally browser extensions cause issues. Try Chrome, Safari, or Firefox.
Still stuck? Contact support with your email address and we’ll help you reset access.

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I Forgot My Password

  1. Click Forgot password? on the login page
  2. Enter your registered email address
  3. Check your inbox for the reset link (usually arrives in seconds)
  4. Click the link and create a new password
  5. Log in with your new password
Didn’t receive the email?
  • Check your spam or promotions folder
  • Wait a few minutes—sometimes emails are delayed
  • Try requesting another reset link
  • Contact support if emails aren’t arriving

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My Account Was Deleted or Locked

Accounts are rarely automatically deleted. This usually happens if:
  • You requested account deletion and it was processed
  • Multiple failed login attempts triggered a security lock
  • Your workspace admin removed you from the team
To regain access:
  • If locked: Wait 30 minutes, then try logging in again (or contact support)
  • If deleted: You’ll need to sign up as a new account and ask your workspace admin to re-invite you
  • If removed by admin: Ask the workspace admin to add you back to the team

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Dashboard & Performance

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The Dashboard Loads Slowly

Quick fixes:
  1. Clear your browser cache:
    • Chrome: Ctrl+Shift+Delete (or Cmd+Shift+Delete on Mac)
    • Select “All time” and clear cache/cookies
    • Refresh the page
  2. Try incognito mode — Open an incognito/private window and log in again. If it loads faster, it’s a cache issue.
  3. Check your internet connection — Run a speed test at speedtest.net. If slow, that’s the issue, not Alana.
  4. Disable browser extensions — Ad blockers, VPNs, and security tools can slow page loads:
    • Disable extensions temporarily
    • Reload the dashboard
    • If faster, re-enable extensions one by one to find the culprit
  5. Use a different browser — Try Firefox, Safari, or Edge to isolate the issue.
  6. Restart your computer — Sometimes this clears memory and improves performance.
Still slow? Let us know with details about your internet speed and which browser you’re using.

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Buttons or Features Not Responding

Usually caused by:
  1. JavaScript disabled — Alana requires JavaScript. Check browser settings.
  2. Browser extension conflict — Disable extensions and try again.
  3. Incomplete page load — Refresh the page (F5 or Cmd+R).
  4. Network timeout — If a feature takes >30 seconds to respond, there’s likely a network issue.
Steps:
  1. Refresh the page
  2. Try in incognito mode
  3. Try a different browser
  4. Check your internet connection

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My Workspace Disappeared or I Can’t Access It

This can happen if:
  • You were removed from the workspace by an admin
  • The workspace was deleted
  • You’re looking in the wrong account (if you have multiple)
To check:
  1. Look at the workspace selector in the top-left corner
  2. Click it to see all workspaces you have access to
  3. If your workspace isn’t listed:
    • You were likely removed by the admin
    • Ask the admin to re-invite you
    • Or contact support with your workspace name

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Products & Importing

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My Products Aren’t Showing Up

Common causes:
  1. Platform not connected — Did you connect your store? Go to Settings > Integrations and verify connection status.
  2. Products not published — Only published products sync. Check your store and publish any draft products.
  3. Sync hasn’t completed — Initial syncs take time. Wait 5-10 minutes and refresh.
  4. Products are filtered out — Check sync settings for filters like “Only published” or category restrictions.
  5. Import file has issues — If manually importing, check file format. See importing products help.
To troubleshoot:
  • Try a manual sync (Settings > Integrations > Sync Now)
  • Check sync history for errors
  • Verify products are published in your store
Still missing? Read the detailed sync troubleshooting guide.

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How Do I Import Products Manually?

If you’re uploading a spreadsheet or file:
  1. Go to your workspace Catalog
  2. Click Import Products
  3. Upload your file (CSV, XLSX, or JSON supported)
  4. Map your columns to Alana fields (name, description, price, etc.)
  5. Review the preview and click Import
File format requirements:
  • Must include product names and at least one identifier (SKU, ID, or URL)
  • Supported formats: CSV, Excel, JSON
  • File size: Max 50MB
More details: See the product import guide.

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AI & Generation

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AI Features Aren’t Working

Likely reasons:
  1. No AI credits — You’re out of credits. Check AI credits and usage.
  2. API connection issue — Temporary network problem. Try again in a few minutes.
  3. Feature not enabled — Some AI features require a specific plan. Check your plan details.
Steps:
  1. Go to Settings > Billing and check your AI credit balance
  2. If out of credits, you’ll need to upgrade or wait for monthly renewal
  3. Try generating content again
  4. If still failing, contact support

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AI Generated Content Seems Wrong

AI isn’t perfect! Here’s what to do:
  1. Edit it yourself — Most generated content can be tweaked in the editor
  2. Request a re-generate — Click the regenerate button to try again with different AI output
  3. Provide feedback — If content is consistently off, let support know. We use feedback to improve.
For better results:
  • Provide clear product details and images
  • Specify your target audience
  • Use feedback to guide AI on what works for your brand

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How Many AI Credits Do I Get?

It depends on your plan. Check:
  1. Go to Settings > Billing
  2. Look at your current plan and credits
  3. See the table of what each plan includes
Need more credits? Upgrade your plan or wait for your monthly reset. Learn more about AI credits and pricing.

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Data & Privacy

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Where Is My Data Stored?

Your data is securely stored in encrypted cloud infrastructure. See data and privacy details for complete information about:
  • Data storage location
  • Encryption standards
  • LGPD compliance
  • Data retention policies
  • How to export or delete your data

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How Do I Export My Data?

  1. Go to Settings > Account
  2. Click Export My Data
  3. Choose what to export (products, settings, history)
  4. Alana prepares a file and emails it to you within 24 hours
  5. Download from the email link
Learn more about data export.

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Can I Delete My Data?

Yes. You can:
  1. Delete specific items — Select products and click delete (works immediately)
  2. Delete entire account — Go to Settings > Account > Delete Account (starts the cancellation process)
  3. Request data deletion — Contact support for a full account data wipe
See the full data deletion policy.

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Billing & Cancellation

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I Want to Cancel My Subscription

  1. Go to Settings > Billing
  2. Click Manage Subscription
  3. Select Cancel Plan
  4. Choose a reason (optional feedback)
  5. Confirm cancellation
What happens:

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How Do I Change My Plan?

  1. Go to Settings > Billing
  2. Click Manage Subscription
  3. Select Upgrade or Downgrade
  4. Choose your new plan and review changes
  5. Confirm
Changes take effect immediately and we’ll adjust your next billing date accordingly.

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Still Have Questions?

Reach out to our support team. We’re happy to help!
Last modified on February 16, 2026