Account and access
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 to receive a reset link. Check your email verification — If you never verified your email after signing up, you may need to complete verification. Check your inbox (and spam folder) for the verification email, or request a new one.I cannot see my company’s products
Check your role — You may have a Viewer role that limits what you can access. Ask your company’s account Owner or Admin to check your permissions. Check you are in the right tenant — If you have accounts with multiple companies, make sure you are logged into the correct one.Products
My CSV upload is failing
Check file size — Maximum file size is 50MB. Maximum row count is 10,000. Check encoding — Save your file as UTF-8. Files with other encodings may cause parsing errors. Check for duplicate SKUs — Each SKU must be unique within your company. If your file contains SKUs that already exist in your portfolio, they will be flagged as errors. Check required fields — Every row must have at least a product name and SKU.My column mappings look wrong
The AI-assisted mapping is a suggestion, not a requirement. You can change any mapping by selecting the target field dropdown and choosing a different option. If a column does not match any existing field, you can create a new attribute for it or skip the column entirely.I cannot find my uploaded products
After accepting products from a bulk upload, they are added to your portfolio as drafts. Go to Products and filter by status to see drafts. Products remain as drafts until you publish them. Only published products are visible to customers.I accidentally published incomplete products
You can continue editing a published product. Make your changes and publish again. Each edit creates a new version, so the incomplete version is preserved in history but customers see the current version.Connections
A customer says they cannot see my products
Check the connection status — Go to Connections and verify the connection is Active. If it is still pending, you need to accept it. Check the share policy — Verify that products are in scope. If you selected “Selected products” and did not include specific items, the customer will not see them. Check the products are published — Draft products are not visible to customers. Make sure the products in question have been published.I declined a connection by mistake
Declined connections cannot be reopened. Ask the customer to send a new connection request, then accept it.I want to stop sharing with a customer but not lose the history
You have two options: Reduce the share policy — Change the product scope to exclude products, or switch to a more restrictive visibility package. The connection stays active but less data is visible. Revoke the connection — This stops all data sharing immediately. The audit history is preserved, but the connection cannot be reopened.Visibility and sharing
A customer is asking to see data I do not want to share
Review your share policy for that connection. You can:- Change to a more restrictive visibility package
- Use field overrides to hide specific fields
- Remove specific products from scope
I revealed an upstream supplier by mistake
Go to the share policy, find the upstream upgrade, and remove it. The supplier will revert to obfuscated status for future data access. Note that if the customer already viewed the revealed data, the audit record of that access is preserved.A customer is requesting upstream identity I cannot reveal
You can only reveal upstream suppliers whose identity you know. If your own supplier has obfuscated their upstream sources to you, you cannot pass that identity to your customer. Explain this to your customer and suggest they work with the Tier 1 supplier directly if they need deeper visibility.Data quality
My completeness score is low
The completeness score reflects how much of the relevant data is filled in for your products. To improve it:- Fill in optional attributes that are relevant to your product type
- Add evidence documents to support attribute values
- Ensure units and formats are valid
A customer is asking for data I do not have
You are not required to have every data point. If you do not have certain information, leave those fields blank. The customer will see that the data is not available. If the data exists but is in a different system, consider setting up an ERP integration or exporting to CSV for bulk upload.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