Supplier invitations
My invitation was not delivered
Check the email address — Verify you entered the correct email. Typos in email addresses are the most common cause of delivery failures. Check for bounces — If the email bounced (invalid address), you will see this in your invite tracker. Update the contact email and resend. Ask the supplier to check spam — Legitimate invitations sometimes get filtered. Ask the supplier to check their spam folder and add LinkXG to their allowed senders.A supplier says they never received an invitation
Verify the status — Check your invite tracker. If status is “Sent”, the email was delivered to their mail server. If “Viewed”, they clicked the link at some point. Resend the invitation — You can resend to the same email address. This sends a new email without creating a duplicate request. Try an alternative contact — If the primary contact is unresponsive, try a different person at the supplier company.A supplier declined — what now?
The supplier chose not to connect at this time. Common reasons include:- Unfamiliarity with LinkXG
- Concerns about data sharing
- Internal approval required
Viewing supplier data
I cannot see any products from a connected supplier
Check the connection status — Go to Suppliers and verify the connection is “Connected” (not “Pending”). Check if the supplier has shared products — A connection being active does not mean products are shared. The supplier must configure a share policy and include products. Contact the supplier to request they share their catalogue. Check if products are published — Suppliers may have products in draft status. Only published products are visible to you.I can see products but some fields are empty
This is expected behaviour — Your supplier has configured a visibility package that determines what you see. Empty fields mean either:- The supplier does not have that data
- The supplier chose not to include it in their share policy
Product data looks outdated
Check the freshness indicator — Products show when they were last updated. “Stale” products have not been updated for more than 90 days. Request an update — Select the product and choose Request update. The supplier receives a notification to refresh the data. Contact the supplier directly — For urgent needs, contact the supplier outside LinkXG to expedite the update.Traceability
I cannot see upstream suppliers at all
Check if inputs are defined — Your Tier 1 supplier may not have defined the inputs for their products. If there are no inputs, there is nothing to trace. Check the share policy — Some visibility packages exclude composition data. The supplier may need to upgrade your visibility.All upstream suppliers show as obfuscated
This is the default — Tier 2+ suppliers are obfuscated by default to protect commercial relationships. Request identity if needed — Select an obfuscated supplier and choose Request identity. Your Tier 1 supplier decides whether to reveal them.My identity request was declined
The supplier chose not to reveal their upstream supplier’s identity. This is their right. Wait 90 days to re-request — You cannot request the same upstream supplier again for 90 days. Consider alternatives — You may be able to achieve your goal without knowing the identity. For example, certification presence is visible even when identity is obfuscated. Discuss with the supplier — A conversation may help you understand their concerns and find a compromise.The traceability map is not loading
Check your internet connection — The map requires a stable connection to load supplier data. Reduce filters — Very large supply chains may take time to render. Apply filters to reduce the data being displayed. Try the product graph instead — If the portfolio map is slow, use the product graph to trace specific products one at a time.Exports
My export is missing data
Exports respect visibility rules — You only export data you have permission to see. If data is missing, either:- The supplier has not shared it with you
- The data does not exist in LinkXG
Export is too large to download
Apply filters — Reduce the scope of your export by selecting specific products, suppliers, or regions. Use the API — For very large exports, the API provides more efficient data retrieval. See the Developers section.Account and access
I cannot see the Traceability section
Check your subscription — Traceability features may require a paid plan. Go to Account > Subscription to check your entitlements. Check your role — You may have a Viewer role that limits access. Ask your company’s account Owner or Admin to check your permissions.I need to add more users to my company account
Go to Account > Users — Owners and Admins can invite additional users. Assign appropriate roles — Choose the role that matches what the user needs to do. Viewers can see data but not manage connections or invitations.Still stuck?
If you cannot resolve an issue using this guide, contact support through the help menu in the application. Include:- What you were trying to do
- What happened instead
- Any error messages you saw
- The supplier or product involved (if applicable)