Troubleshooting and common questions

If you signed up with Google, use Continue with Google on the sign-in page. Otherwise write to support from the email address on your account and we will help you back in.

Invites expire, and an admin can revoke one. Ask whoever invited you to check Settings → Team → Pending Invitations: they can Copy Link again or create a new invite. If their plan is full, the invite waits until a seat is free — see Team members and plan limits.

Passwords must be at least 10 characters.

Each role opens on its own home page: admins and managers on Inventory, customer service on Returns, hosts and packers on Auctions. Nothing is wrong.

Your role cannot open that page, so LASI takes you to your home page instead. Ask an admin if you need it — see Your team and roles.

Your login has to be linked to your payroll record. An admin opens Settings → Team and, on your row, picks your name in the payroll dropdown (it reads No payroll link until then). A stream that has not been finalized yet shows as open, with no amount — see Hosts and commission.

That is by design: profit and cost are admin-only on every screen. Revenue, orders and counts are yours.

Open Settings → Team → Preview as role and pick a role. The app reloads as that role, with a Viewing as … pill at the bottom; click Exit preview to come back. It is a preview only.

Only admins and managers have Settings, and managers see only some of its groups (Team, Shipping, Account). See Settings reference.

LASI groups everything by your business day, set in Settings → Business → Timezone (admins). It starts on Eastern time. If you work on another clock, change it there and every report regroups.

On Auctions, open the show’s menu and use Change date. It moves the show, its sales and its commission together, keeping the time of day. See Finalizing, show reports and fixing a show.

They count different things: the P&L groups by the day a sale was made, Settlements by the day TikTok settled it, which is days later. See Finance.

Ask an admin to open Settings → Integrations → TikTok Shop and click Test Connection. If it fails, click Re-authorize and sign in to TikTok again — nothing in LASI is lost. See Connecting TikTok Shop.

The connection predates TikTok’s Finance permission. Re-authorize as above, then click Sync from TikTok again. See The Finance permission.

That is TikTok’s general sign-in page, which refuses US shops. Start again from the button in LASI, which opens the US sign-in. Shops outside the US: write to support.

LASI could not tell which of your accounts ran that stream. Click the badge and pick the account. Add your account names in Settings → Shows → TikTok Shops so it can name them itself.

On the phone’s Today tab, tap the running stream and choose Link to the show. Or, when you price the show after the stream, pick its session in the list — that links it too. See The post-show flow.

TikTok starts a new stream number every time you go live again. Link the second stream to the same show as well; a show can have several.

None of that label’s orders are on a stream linked to this show. Usually a restarted stream nobody linked — link it and the flag clears.

Some scans on a SKU show were never paired with an order. Clear them in the show’s review before finalizing. See Sticker shows.

On a sticker show, TikTok sold numbers nobody scanned. Scan them in, or confirm that the show closes without them — LASI asks you to confirm the count you were shown.

A post-show count has no gross yet. Pull the sales from the TikTok live (or upload the export) in the finalize steps, then finalize.

It has been counted but not finalized. Admins get a notification when a show is ready to close; open it from the bell and finalize. See Finalizing.

Finalize records an estimate at your shop’s rate. Within hours LASI replaces it with TikTok’s own figure, then with the settled one. See TikTok fees.

It is recalculated once, when TikTok’s fee estimate comes in, and then left alone. See Hosts and commission.

A bin can hold units bought at different prices, and it sells the oldest first. The cost shown is the cost of the next unit to sell, so it changes when one batch runs out. See Inventory.

No — use + Restock on the bin’s page. That adds a new batch at the new price. Editing the count keeps the old price for the new units, and your profit drifts.

Usually a cancelled order: the unit was set aside and never shipped. On a staged show it is counted as sold unless it is back on the set, so pull the cancels before counting back (see Pull the cancels). On a post-show or sticker show the count already leaves it out: look on the rack, where the packing bench flags it as cancelled (see A cancelled item at the bench).

Yes. Deleting a show puts its units back at the cost they left at.

Value is counted batch by batch at each batch’s own price. Units times the next unit’s cost is not the same number when a bin holds several batches.

No printer is set up for that computer. An admin sets one up in Settings → Integrations → Printing; with more than one printer, pick this bench’s printer from the printer chip on the bench. See Printers, scanners and cameras.

Each bench computer picks its own printer. Open the printer chip on the bench and choose the printer beside you.

The print failed but the scan was saved. Check that the PrintNode app is running on the bench computer and the printer is on, then click Retry or Reprint.

Chrome’s own print dialog turns the page the wrong way for a 2x1 label printer. Print from LASI straight to the printer, or use Print using system dialog… and choose paper size 2x1, landscape. See Printers.

A USB scanner types like a keyboard. Click anywhere on the LASI page so the browser window is in front, and make sure you are not typing in another box when you scan.

Allow camera access when the browser asks. If you said no before, turn it back on in the browser’s site settings for LASI and reload.

You are on a different show than the sticker belongs to, or its label has not been uploaded yet. Check the show name at the top of the bench. See The packing station.

Some scanners read 12 digits and some 13. LASI treats both as the same barcode.

One file can be up to 12 MB — several hundred labels. Split a larger batch into two files; uploading them one after the other is fine.

LASI could not pair those pages with an order. Open Needs review on the bench and type the sticker numbers on each. LASI never guesses.

Nothing is duplicated — labels already stored are recognised by tracking number. Re-uploading also fills in numbers on any box that came through without them.

Yes, in the same upload — use the “Shipping label + Packing slip” download. See The packing station.

Sending decisions to TikTok starts switched off. Until an admin turns it on in Settings → Integrations → TikTok returns → Send decisions from LASI, a decision in LASI is a dry run and you decide in Seller Center. See TikTok returns.

It is over the customer service refund limit. An admin approves or declines it from the Returns inbox.

LASI checks TikTok every hour. Click Check now at the top of Returns to look right away.

Replacements belong to customer service, managers and admins. Hosts and packers do not have them. See Replacement requests.

Tap Continue on the camera screen and allow the camera when iOS asks. If you said no before, the button reads Open Settings — tap it and turn on Camera for LASI.

Update the LASI app to the latest version — older versions could not send photos. Then try again.

Allow them in the iPhone’s Settings → Notifications → LASI, then sign out of the app and back in. Some notifications only go to certain roles.

Pull down on the screen to refresh. Both read the same figures. See The LASI iPhone app.

Menu → Delete account. See Deleting your account.

The account has not started its trial. An admin opens Settings → Billing & data and picks a plan. See The free trial.

LASI is read-only: you can still see and export everything. Resubscribe in Settings → Billing & data and changes work again. See When a subscription ends.

Your plan’s team limit is reached. See Team members and plan limits.

It only reads those two TikTok pages. Open one of them in the tab and keep it open for the whole stream.

Reload the TikTok page once.

That laptop was revoked. An admin makes a new code with Pair laptop in Settings → Integrations → Stream stats; paste it into the extension.

TikTok changed the page or it is not the LIVE page. Click Copy diagnostics and send it to support. See The LASI Chrome extension.

The dashboard tab was closed, or the laptop slept. The stream is still kept; its time on air is filled in from the orders. See Stream analytics.

Only barcoded items sync with Shopify, and only at certain moments. See How stock stays in step with Shopify.

LASI could not match it to an item. Click Match, pick the SKU and size, and click Match & Mark Sold.

Click Sync now on the Schedule page to pull the latest from Homebase. See Connecting Homebase.