> ## Documentation Index
> Fetch the complete documentation index at: https://docs.alana.shopping/llms.txt
> Use this file to discover all available pages before exploring further.

# Common Issues & Questions

> Quick answers to the most frequently asked questions about using Alana Shopping B2B

# Common Issues & Questions

Here are answers to questions we hear most often. If you don't find your answer here, [reach out to support](/help/faq/contact-support).

## Account & Login

### 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](/help/faq/contact-support) with your email address and we'll help you reset access.

### 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](/help/faq/contact-support) if emails aren't arriving

### 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](/help/faq/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

## Dashboard & Performance

### 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](/help/faq/contact-support) with details about your internet speed and which browser you're using.

### 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

### 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](/help/faq/contact-support) with your workspace name

## Products & Importing

### My Products Aren't Showing Up

**Common causes:**

1. **Platform not connected** — Did you connect your store? Go to [Settings > Integrations](/help/integrations/connecting-platforms) 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](/help/integrations/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](/help/catalogs/importing-products).

**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](/help/integrations/troubleshooting-sync).

### 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](/help/catalogs/importing-products).

## AI & Generation

### AI Features Aren't Working

**Likely reasons:**

1. **No AI credits** — You're out of credits. Check [AI credits and usage](/help/ai/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](/help/faq/contact-support)

### 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](/help/faq/contact-support). 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

### 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](/help/ai/ai-credits-and-usage).

## Data & Privacy

### Where Is My Data Stored?

Your data is securely stored in encrypted cloud infrastructure. See [data and privacy details](/help/faq/data-and-privacy) for complete information about:

* Data storage location
* Encryption standards
* LGPD compliance
* Data retention policies
* How to export or delete your data

### 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](/help/faq/data-and-privacy).

### 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](/help/faq/contact-support) for a full account data wipe

[See the full data deletion policy](/help/faq/data-and-privacy).

## Billing & Cancellation

### 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:**

* Your current billing period access continues
* You lose access when the period ends
* [See what happens to your data after cancellation](/help/account/cancellation)

### 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.

## Still Have Questions?

[Reach out to our support team](/help/faq/contact-support). We're happy to help!

* **Live chat:** Bottom-right corner of the app
* **Email:** [support@alana.shopping](mailto:support@alana.shopping)
* **Community:** community.alana.ai