> ## Documentation Index > Fetch the complete documentation index at: https://docs.linkxg.com/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting > Common issues for buyers and how to resolve them This page covers common issues buyers encounter and how to resolve them. *** ## 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 Consider reaching out directly to understand their concerns. Many declines can be reversed through conversation once concerns are addressed. You cannot resend an invitation to a declined supplier for 90 days. *** ## 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 If you need that data, contact the supplier to request expanded visibility. ### 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 **Check your filters** — Filters applied when you export determine what is included. Verify you selected the right products, suppliers, and tiers. ### 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](/developers/authentication) 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) *** ## Related pages Invite and manage supplier relationships Access product data from your suppliers