Skip to main content
This page covers common account and billing issues and how to resolve them.

​
Login issues

​
I cannot log in

Check your email address — Make sure you are using the email address you registered with. If you joined via invitation, this is the email the invitation was sent to. Reset your password — Select “Forgot password” on the login page. You will receive an email with a reset link. Check your email verification — If you never verified your email after signing up, you may need to complete verification first. Check your inbox (and spam folder) for the verification email. Check if your account is locked — After multiple failed login attempts, accounts are temporarily locked for security. Wait 15 minutes and try again.

​
I forgot which email I used

Contact support with your company name and any details you remember. We can help locate your account.

​
My password reset email is not arriving

  • Check your spam folder
  • Add [email protected] to your allowed senders
  • Request the reset again — sometimes emails are delayed
  • If still not arriving, contact support

​
Access issues

​
I cannot access a feature I think I should have

Check your role — Some features are restricted by role. Go to Account > Users to see your role. If you need a higher role, ask an Owner or Admin to change it. Check your subscription tier — Some features are only available on paid plans. Go to Account > Subscription to see your current tier. If you need access to restricted features, ask the Owner to upgrade. Check if you are in the right account — If you belong to multiple LinkXG accounts, make sure you are logged into the correct one.

​
I was removed from an account

If an Owner or Admin removed you, you will no longer have access to that account. Contact someone at the company directly to discuss reinstatement. Invitation links expire after 7 days. If your link has expired, ask the person who invited you to send a new invitation. If the link shows an error, try:
  • Copying and pasting the full URL rather than clicking
  • Opening in an incognito/private browser window
  • Clearing your browser cache

​
Billing issues

​
My payment failed

Check the email from Stripe for details on why the payment failed. Common reasons:
  • Card expired — Update your payment method
  • Insufficient funds — Ensure the card has available balance
  • Bank declined — Contact your bank to authorise the transaction
To update your payment method:
  1. Go to Account > Subscription
  2. Select Manage payment
  3. Update your card details in the Stripe portal

​
I was charged incorrectly

Review your invoice in Account > Subscription > View invoices. If you believe there is an error, contact support with:
  • Your company name
  • The invoice number
  • Description of the issue

​
I need a copy of an invoice

All invoices are available in Account > Subscription > View invoices. Download individual invoices as PDF. If you need invoices sent to a different email address, contact support to configure this.

​
I need to change my billing contact

Billing emails go to the Owner. If you need them to go elsewhere:
  • Transfer ownership to the correct person, or
  • Contact support to configure an additional billing contact

​
User management issues

​
I need to transfer ownership

Ownership transfer requires verification. Contact support with:
  • Current Owner’s email
  • New Owner’s email (must already be a user on the account)
  • Reason for transfer
The current Owner will be asked to confirm via email.

​
The Owner has left the company

If the Owner is no longer reachable:
  1. Contact support
  2. Provide proof of your authority (e.g., letter from company leadership)
  3. We will verify and process the transfer
This process may take several business days.

​
I accidentally removed a user

You cannot restore a removed user. Invite them again:
  1. Go to Account > Users
  2. Select Invite user
  3. Enter their email
  4. Select their role
  5. Send the invitation
Their previous work remains in the account; they just need to accept the new invitation.

​
Subscription issues

​
I upgraded but do not see new features

Wait a moment — Subscription changes are processed via webhooks and may take up to a minute to reflect in the application. Refresh your browser — Try a hard refresh (Ctrl+Shift+R or Cmd+Shift+R). Check the subscription page — Go to Account > Subscription to verify your current tier shows the upgraded plan. If the upgrade still is not showing after a few minutes, contact support with your payment confirmation.

​
I am stuck at a limit and cannot upgrade

If you are at a limit (e.g., maximum users) and the Owner is unavailable to upgrade:
  1. Contact the Owner using the details shown on the subscription page
  2. If the Owner is unreachable, contact support to discuss options

​
I want to cancel but keep my data

Before cancelling:
  1. Export your products via Products > Export
  2. Export your connections and audit log
  3. Download any documents you need
After cancellation, your account reverts to free tier (suppliers) or read-only (buyers). Data is retained but you cannot add new items without resubscribing.

​
Security concerns

​
I think someone accessed my account without permission

  1. Change your password immediately
  2. Review the audit log for unexpected actions
  3. Remove any unfamiliar users
  4. Contact support if you see suspicious activity

​
I received a suspicious email claiming to be from LinkXG

Do not click links in suspicious emails. Forward the email to [email protected] so we can investigate. Legitimate emails from LinkXG come from @linkxg.com domains and never ask for your password.

​
Still stuck?

If you cannot resolve an issue using this guide, contact support: Include:
  • Your company name
  • Your email address
  • Description of the issue
  • Any error messages you saw
  • Steps you have already tried

Subscription

Manage your plan and billing

Users

Manage team members and roles