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🔧 Troubleshooting Common Issues in Seller Labs Software

Use this guide to quickly troubleshoot common issues on the Seller Labs platform with step-by-step tips and helpful links.

Arisbeth avatar
Written by Arisbeth
Updated over 2 weeks ago


📗 Quick Reference Table

Issue

Quick Fix

Custom Messages Not Sending

Check SP-API and activate messages

Data Not Showing

Confirm API & MySQL; update browser; clear cache

Login Problems

Reset password

Missing Ad Data

Confirm Ad API connection

Data Discrepancies

Contact support with screenshots




📬 Custom Messages or RAR Not Sending


Steps to Troubleshoot:

  1. Confirm that your SP-API connection is active.

    Step 1: Click the menu icon (☰) in the top left corner.
    Step 2: Select Marketplace Settings from the menu.
    Step 3: Check the Selling Partner API section to confirm it shows “Connected.”

    If it’s not connected, please refer to the Helpful Resources section below for guidance.


  2. Verify that your RAR or Custom Messages are enabled.

    Step 1: Click the menu icon (☰) in the top-left corner.
    Step 2: Hover over Feedback Genius, then click on either Automated Request a Review or Custom Message.
    Step 3: On the selected tab, check that the message is enabled.

    For additional help, please refer to the Helpful Resources section below.

Helpful Resources:



📉 Data Not Displaying in the Dashboard


Steps to Troubleshoot:

  1. Verify the SP-API connection is successfully established.

    Step 1: Click the menu icon (☰) in the top left corner.
    Step 2: Select Marketplace Settings from the menu.
    Step 3: Check the Selling Partner API section to confirm it shows “Connected.”

    If it’s not connected, please refer to the Helpful Resources section below for guidance.


  2. Confirm your Generic MySQL connection is active.

    Step 1: Click the menu icon (☰) in the top-left corner.
    Step 2: Hover over Profit Genius, then select the Data Hub tab from the menu.
    Step 3: Check the connection status to ensure it displays “Connected.”

    If it’s not connected, please see the Helpful Resources section below for further instructions.


  3. Update Google Chrome to the latest version.

    Please refer to the Helpful Resources section below for a knowledge base article that provides a step-by-step guide on how to complete this process.


  4. Clear your browser's cache and cookies.

    Please refer to the Helpful Resources section below for a knowledge base article that provides a step-by-step guide on how to complete this process.


Helpful Resources:



🔐 Login Issues

Steps to Troubleshoot:

  1. Double-check that your login credentials are correct.

  2. Use the “Forgot Password” option to reset your password.

    Seller Labs Forgot Password steps


Helpful Resource:



📊 Advertising Data Not Displaying


Steps to Troubleshoot:

  1. Ensure your Advertising API is connected.

    Step 1: Click the menu icon (☰) in the top-left corner.
    Step 2: From the menu, select Marketplace Settings.
    Step 3: In the Advertising API section, verify that the status shows “Connected.”

    If it’s not connected, please refer to the Helpful Resources section below for detailed guidance.


  2. Log in to Amazon Campaign Manager to verify campaign access.

    ​Step 1: Log in to Seller Central

    Step 2: Open the Advertising Menu

    • From the top menu bar, hover over “Advertising”.

    Step 3: Select “Campaign Manager”

    • In the dropdown menu, click on “Campaign Manager.”

Helpful Resource:



📉 Data Discrepancies

Steps to Troubleshoot:

  • Contact the Customer Success team for assistance.

  • Include screenshots or screen recordings of both Seller Labs data and the source you are comparing it to.


🧭Need Further Help?

📝 When Reaching Out, Please Include:

  • A brief description of the issue

  • Any relevant screenshots or videos

  • The steps you took leading up to the issue

💬 Ways to Get Support:

  • In-App Chat
    Click the chat icon in the bottom-right corner of any Seller Labs app.

  • Knowledge Base
    Search our Help Center to see if your question has already been answered.

  • Book an Appointment
    Schedule a session with our team for direct, personalized support.

We're happy to help—don’t hesitate to reach out! 😊


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