Post by benziger on May 6, 2020 19:27:19 GMT
May 6th Update:
- All missing Spotlight pages should be fixed! If your Author Spotlight link is not working, please clear your browser cache. If you are still unable to access your Author Spotlight, please submit a support ticket (if you have not already done so).
- If your book’s thumbnail image is not appearing, please clear your browser cache. We’ve corrected the problem and clearing out any cached versions of the page should make your thumbnail visible. If you still are not seeing your cover or the cover you see is incorrect/distorted, please submit a support ticket (if you have not already done so).
- Projects, revenue, sales history, payee information, and tax information are still migrating. You DO NOT have to re-upload or re-enter any of this information, it will automatically repopulate your account once it’s finished uploading. Estimated completion date for this effort is the end of the day Friday (May 8).
- Revenue will be paid out on time as per the normal schedule. PayPal payments are twice a month and checks are mailed quarterly (the next check disbursement is May 15th). Even if your revenue does not currently appear in your account we still have it in our records and it will appear soon.
- Support is working through cases as quickly as they can, which includes consolidating multiple tickets from the same user into one cohesive request. If you are receiving emails about “resolved” cases but have not yet spoken to a customer service rep, this may be why. If you have already submitted a ticket but have since discovered a new or unrelated issue, please do not submit an additional support request; once you hear from our support team you will have the opportunity to discuss additional issues that were not mentioned in your original ticket.
- All missing Spotlight pages should be fixed! If your Author Spotlight link is not working, please clear your browser cache. If you are still unable to access your Author Spotlight, please submit a support ticket (if you have not already done so).
- If your book’s thumbnail image is not appearing, please clear your browser cache. We’ve corrected the problem and clearing out any cached versions of the page should make your thumbnail visible. If you still are not seeing your cover or the cover you see is incorrect/distorted, please submit a support ticket (if you have not already done so).
- Projects, revenue, sales history, payee information, and tax information are still migrating. You DO NOT have to re-upload or re-enter any of this information, it will automatically repopulate your account once it’s finished uploading. Estimated completion date for this effort is the end of the day Friday (May 8).
- Revenue will be paid out on time as per the normal schedule. PayPal payments are twice a month and checks are mailed quarterly (the next check disbursement is May 15th). Even if your revenue does not currently appear in your account we still have it in our records and it will appear soon.
- Support is working through cases as quickly as they can, which includes consolidating multiple tickets from the same user into one cohesive request. If you are receiving emails about “resolved” cases but have not yet spoken to a customer service rep, this may be why. If you have already submitted a ticket but have since discovered a new or unrelated issue, please do not submit an additional support request; once you hear from our support team you will have the opportunity to discuss additional issues that were not mentioned in your original ticket.
We cannot currently offer support through our social media channels, including both public comments and private/direct messaging. To submit a support request please fill out the form at this link here: help.lulu.com/s/contactsupport?language=en_US
(This is an official update from Lulu officials from today; a first information was given on Aprill 27th, but not published here before:)
To Our Valued Lulu Family of Creators,
I want to extend my sincere apologies to those of you who have experienced issues resulting from our new site release over the last 48 hours. All of us at Lulu appreciate your patience as we work through these issues. We know that, for some of you, this is a big disruption in your life and we can’t apologize enough for that. We value each and every one of our creators and understand the trust you put in us when you upload your content to our platform, which is what makes this situation even more urgent for us all.
A few things to note:
- About 18-20% of users are still having issues logging into their accounts. This is our top priority bug and we’re very close to a fix for this one. We will share updates on an estimated timeline and solutions as soon as the information becomes available.
- The massive migration of projects and account information - including sales and revenue data - is taking longer than initially anticipated. If you are still missing data, rest assured that your books and your account information are all still saved and will be available as soon as possible.
- Sales have remained steady as we continue to migrate the last of the books into the new bookstore. Over 95% of books are available for purchase. We should reach 100% by Tuesday morning.
- Spotlight pages are now available and your spotlight URLs should all be working again.
We will continue to post updates as frequently as possible.
This update was the largest we’ve ever done and like any technical endeavor of this size, there are often complications that can’t be anticipated. Despite our careful preparation, a couple of these issues have gotten the best of us right now. We have been working around the clock to fix any outstanding bugs and answer the inquiries submitted to our support team. I’m confident that we can make it right for each of you and I remain excited to share the version of our platform we've been building towards for years.
Kathy Hensgen
President & COO
We ask that if you are still experiencing any of the issues above, that you visit our FAQ page here: whatsnew.lulu.com/
And that you submit a support request here: help.lulu.com/s/contactsupport?language=en_US
I want to extend my sincere apologies to those of you who have experienced issues resulting from our new site release over the last 48 hours. All of us at Lulu appreciate your patience as we work through these issues. We know that, for some of you, this is a big disruption in your life and we can’t apologize enough for that. We value each and every one of our creators and understand the trust you put in us when you upload your content to our platform, which is what makes this situation even more urgent for us all.
A few things to note:
- About 18-20% of users are still having issues logging into their accounts. This is our top priority bug and we’re very close to a fix for this one. We will share updates on an estimated timeline and solutions as soon as the information becomes available.
- The massive migration of projects and account information - including sales and revenue data - is taking longer than initially anticipated. If you are still missing data, rest assured that your books and your account information are all still saved and will be available as soon as possible.
- Sales have remained steady as we continue to migrate the last of the books into the new bookstore. Over 95% of books are available for purchase. We should reach 100% by Tuesday morning.
- Spotlight pages are now available and your spotlight URLs should all be working again.
We will continue to post updates as frequently as possible.
This update was the largest we’ve ever done and like any technical endeavor of this size, there are often complications that can’t be anticipated. Despite our careful preparation, a couple of these issues have gotten the best of us right now. We have been working around the clock to fix any outstanding bugs and answer the inquiries submitted to our support team. I’m confident that we can make it right for each of you and I remain excited to share the version of our platform we've been building towards for years.
Kathy Hensgen
President & COO
We ask that if you are still experiencing any of the issues above, that you visit our FAQ page here: whatsnew.lulu.com/
And that you submit a support request here: help.lulu.com/s/contactsupport?language=en_US
