## I can't sign in

- Check that you're using the right email or username.
- Click **Forgot your password?** and set a new password.
- If the email doesn't arrive — check your spam folder.
- If you see that the company is **suspended**, contact support.

## A button or section is missing

Usually the reason is your **role**. For example, a **Viewer** can't edit, an **Editor** can't publish, and only the **Owner** sees the **Users** and **API keys** tabs. Ask your company's owner to change your role. See [Users and roles](/hc/pim/articles/en-users-roles).

## I can't edit SKU, EAN or status

Basic data (SKU, EAN/GTIN, MPN, status, type, manufacturer, product type) belongs to the shared catalogue and is read-only for you. If something is wrong, contact support. See [Editing a product](/hc/pim/articles/en-product-editing).

## Translation doesn't work

- *No translation engine connected* — your company has no engine connected yet. Contact support.
- *Monthly limit reached* — the limit is used up until next month. See [Translation costs](/hc/pim/articles/en-translation-costs).
- A translation job in the **Error** state — try again; if it repeats, send us the job time and language.

## Publishing ends with an error

Open **Stores → Queue**, read the error text and look at **Sent content**. Common causes: the store's API key was changed, the store can't be reached, or the store is disabled. Fix it and click **Retry**. See [The publishing queue](/hc/pim/articles/en-publishing-queue).

## An import hasn't updated the data

Look at **Recent runs** on the supplier card. If there's no run today or there are errors, contact support. See [Suppliers and imports](/hc/pim/articles/en-suppliers-imports).

## The page looks odd or doesn't work

- Reload the page (**⌘R** / **Ctrl+R** or **F5**).
- Try another browser or a private window.
- If that doesn't help — take a screenshot and send it to us in the chat along with the page address.