Troubleshooting, privacy and your data

My numbers look off

Start with the basics, in this order:

1. Check your verified addresses. Lumitela only processes order emails from addresses you've added and verified. If an order came to a mailbox that isn't verified yet, it won't show up. See Profile & email addresses.
2. Check the audit ledgers. Every figure Lumitela shows traces back to a source row. Open the matching audit ledger and confirm the order or statement line is actually there, and that the amounts match what Spoonflower or Etsy printed.
3. Check cancellations. A canceled order stops counting as revenue everywhere, including the dashboard and Design Insights. If a sale you expect to see is missing, check the Cancellations list; it might have been canceled from a statement's own cancellation line or an Etsy cancellation.

Gmail says forwarding is not confirmed, or an inbox shows Verified but nothing arrives

These are the same problem. "Verified" only means you proved the inbox is yours; Gmail's permission to forward from it is a separate confirmation that Gmail sends when you add inbox@lumitela.com as a forwarding address. Open Profile → Channels and look at that inbox's row. If it says no forwarded email has ever arrived, or Gmail's forwarding settings do not list Lumitela as verified, click Set up forwarding on that row and follow the steps. Gmail sends a fresh confirmation; the Confirm in Gmail button appears on the row within a minute, and the same link is emailed to that inbox. See Starting the Gmail confirmation again.

I imported the same file twice

Nothing gets double-counted. Every row Lumitela stores is fingerprinted from its own contents, so re-importing a statement or order-email export you've already brought in, whether by accident or because two exports overlap, comes back as already imported instead of being added again. It's always safe to re-run an import.

A design has no thumbnail

Order emails and statements only ever mention a design by name and ID; they never carry an image, so Lumitela can't pull a thumbnail out of them. Thumbnails come from one place: your Design Library. Run the Lumitela extension's Designs sync, or import saved shop pages as described in Import your Spoonflower Design Library; once that's done, every design mentioned in your sales history that also appears in your Design Library gets its thumbnail filled in.

An order shows "a guest user"

That's Spoonflower's own label for a buyer whose real username Spoonflower didn't include in the order notification. It isn't a Lumitela error. If a later statement line for the same sale does carry the real username, Lumitela links the two up automatically once it can, but the notification-only version may keep showing "a guest user" until then.

Privacy & your data

Lumitela only ever processes order emails from sender addresses you've approved, meaning your own verified order-inbox address, forwarding only Spoonflower's and Etsy's own order-notification senders. Your data is never shared with anyone else.

If you'd like your data exported or your account deleted, get in touch and we'll take care of it. There isn't a self-serve export or delete button in the app yet.