> For the complete documentation index, see [llms.txt](https://docs.sellermagnet.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sellermagnet.com/resources/general-faq.md).

# General FAQ

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**Difficulty:** 🟢 Beginner · **Reading time:** \~10 min
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## 📋 Overview

This is the catch-all knowledge base for SellerMagnet users, the things that don't fit neatly into any single feature page. If you've wondered "is this normal?", "does SellerMagnet do X?", or "what happens when Y?", this page is your first stop before opening a support ticket.

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**Can't find what you need?** Every feature page in this guide has its own FAQ section at the bottom. Use the **search bar** (top right) to find specific terms like "refund rate" or "ACoS (Advertising Cost of Sale)", the search indexes every FAQ answer across the whole guide.
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## 💳 Billing & Subscription

<details>

<summary><strong>Do I need a credit card to start a free trial?</strong></summary>

No, you can sign up and explore most features without a credit card. You only need to add a payment method when you're ready to upgrade beyond the free trial tier or when the trial period ends.

</details>

<details>

<summary><strong>Can I cancel anytime?</strong></summary>

Yes. Cancel from **Settings → Manage Plan** at any time. You keep access until the end of your current billing period. No questions asked, no cancellation fees.

</details>

<details>

<summary><strong>What happens to my data if I cancel?</strong></summary>

Your account is **frozen**, not deleted. You can log in to export data (Reports page) for up to **90 days** after cancellation. After 90 days, data is permanently deleted for GDPR compliance. If you resubscribe within 90 days, all data is restored automatically.

</details>

<details>

<summary><strong>Can I pause instead of cancel?</strong></summary>

Yes. When you click **Cancel Subscription**, you're offered **Pause** as an alternative. Pausing freezes billing for 1-3 months while keeping your data intact. When the pause ends, billing resumes automatically unless you cancel.

</details>

<details>

<summary><strong>How are plan limits enforced?</strong></summary>

Soft limits: some features gracefully degrade (e.g. fewer data rows, longer sync intervals). Hard limits (API call quotas, active repricer rules) block new operations with a friendly upgrade prompt. You never lose data, worst case a feature stops working until you upgrade or the next billing cycle resets.

</details>

***

## 🔄 Data Sync & Accuracy

<details>

<summary><strong>How often does SellerMagnet sync with Amazon?</strong></summary>

* **Orders**: every 5-15 minutes (real-time for newest orders)
* **Financial transactions / settlements**: every 4-6 hours
* **Advertising data (PPC)**: every 12 hours (Amazon's reporting API has a 12-24h lag, not our fault)
* **Inventory / FBA storage reports**: daily
* **Listing data**: every 6 hours

Click **Sync Now** on any page to force a manual refresh (subject to rate limits).

</details>

<details>

<summary><strong>Why don't my numbers match Seller Central exactly?</strong></summary>

Three common reasons:

1. **Attribution windows.** Amazon uses 7-day (SP) / 14-day (SB/SD) attribution for ads. A sale that happened today might be attributed backwards when the customer first clicked an ad 3 days ago.
2. **Settlement period cutoffs.** Seller Central's "Last 30 days" uses calendar days; SellerMagnet uses rolling 30 days. They diverge at period boundaries.
3. **Sync lag.** PPC data is always 12-24h behind. Wait overnight and compare again, the numbers will reconcile.

If a discrepancy persists more than 48 hours, contact support with an example order or settlement ID.

</details>

<details>

<summary><strong>Is my data stored securely?</strong></summary>

Yes. SellerMagnet uses **OAuth 2.0 (SP-API)** to connect to Amazon, we never see or store your Amazon password. Your data is encrypted at rest (AES-256) and in transit (TLS 1.3). We're GDPR-compliant and host EU customer data on EU servers.

</details>

<details>

<summary><strong>Can I export my data?</strong></summary>

Yes, anytime, for free. Use the **Reports** page in the sidebar to download CSV/Excel exports of orders, products, fees, and transactions. Scheduled exports can email reports to you or your team automatically.

</details>

***

## 🌍 Multi-Marketplace

<details>

<summary><strong>Can I connect multiple Amazon accounts?</strong></summary>

Yes. SellerMagnet supports unlimited marketplace connections across EU, NA, and FE regions. Use the **marketplace selector** in the top bar to switch between stores, or leave it on "All marketplaces" for a combined view.

</details>

<details>

<summary><strong>Do I need a separate SellerMagnet plan for each marketplace?</strong></summary>

No. One SellerMagnet subscription covers all your Amazon marketplaces. DE, FR, IT, ES, UK, NL, PL, SE, BE, US, CA, MX, JP, AU, and more. You only pay once per SellerMagnet account.

</details>

<details>

<summary><strong>Are currency conversions accurate?</strong></summary>

Yes. SellerMagnet pulls daily exchange rates from ECB (for EUR base) and displays converted values in your account's preferred currency. Every orders/financial number shows the original-currency value in a tooltip when you hover.

</details>

***

## 👥 Team & Permissions

<details>

<summary><strong>Can I add team members?</strong></summary>

Team access with roles is **not yet available** - it's on the roadmap. Today, each teammate creates their **own SellerMagnet login** and connects it to the **same Amazon Seller Central account**, so everyone works from the same orders, products, and analytics. Each person keeps their own password and 2FA rather than sharing one login. See [Team Roles & Collaboration](/account-and-settings/team-roles-collaboration.md) for the full picture.

</details>

<details>

<summary><strong>Can I restrict what team members see?</strong></summary>

Not yet. Granular role-based restrictions are on the roadmap, not currently available in the dashboard. The underlying role model (Admin / Member / View-only) is built into the platform but isn't yet exposed as a self-service setting, so access today is per account: each person works through their own login on the shared Amazon connection. When the Team feature ships, you'll be able to assign roles and limit access by marketplace, tool, and sensitive pages such as Billing. For a specific multi-user need now, contact support at <info@sellermagnet.com>.

</details>

<details>

<summary><strong>Is there an audit log?</strong></summary>

Yes. **Settings → Activity Log** shows every meaningful action taken on your account: logins, repricer changes, bulk imports, PPC rule activations, plan changes. Audit log retention: 90 days on Pro, 1 year on Business.

</details>

***

## 🔐 Security & Account

<details>

<summary><strong>Does SellerMagnet support 2FA?</strong></summary>

Yes. Enable in **Settings → Security**. We support TOTP (Google Authenticator, Authy, 1Password) and hardware keys (YubiKey via WebAuthn). We strongly recommend enabling 2FA for any account with access to financial data.

</details>

<details>

<summary><strong>What if I lose access to my 2FA device?</strong></summary>

Use your **recovery codes** (generated when you first enabled 2FA). If you lost those too, contact support with proof of account ownership, we'll verify your identity and reset 2FA manually. This takes 24-48 hours for security reasons.

</details>

<details>

<summary><strong>How do I delete my account permanently?</strong></summary>

**Settings → Account → Delete Account**. You'll be asked to type your email to confirm, then receive a confirmation email. After clicking the email link, your account and all data are scheduled for deletion within **72 hours** (required buffer in case you change your mind). You can cancel the deletion by logging in within those 72 hours.

</details>

***

## 🧰 Troubleshooting Basics

<details>

<summary><strong>A page is showing "No data", what should I check?</strong></summary>

1. **Date range:** did you select a period with actual activity?
2. **Marketplace filter:** is it set to the right store or "All marketplaces"?
3. **Sync status:** hover the sync indicator in the top bar; if it shows "Syncing..." wait 5-10 minutes
4. **Tag/category filters:** Reset filters using the "Clear all" button

If the page stays empty after all four, click **Sync Now** and try again in 10 minutes.

</details>

<details>

<summary><strong>My Amazon connection shows "Reauthorize needed"</strong></summary>

Amazon OAuth tokens expire every **180 days** for security. Go to **Settings → Connections** and click **Reauthorize** next to the affected marketplace. This opens Amazon's login page : once you confirm, SellerMagnet resumes syncing within minutes. **No data is lost** during reauthorization.

</details>

<details>

<summary><strong>The dashboard is loading slowly</strong></summary>

Very large accounts (10,000+ SKUs or 500,000+ orders) may take 5-10 seconds to render certain views. Try:

* Narrow the date range (e.g. L30D instead of L12M)
* Apply a marketplace filter instead of "All"
* Use the dedicated **Reports** page for bulk exports rather than filtering the live dashboard
* Clear browser cache and disable ad-blockers (they can slow GitBook analytics scripts)

</details>

<details>

<summary><strong>I'm getting a rate limit error</strong></summary>

Amazon's SP-API (Selling Partner API) has strict rate limits. SellerMagnet respects them automatically, but if you trigger many manual **Sync Now** clicks in a short period, you'll see a rate-limited warning. Wait 5-10 minutes and the sync resumes automatically. On Pro and Business plans you get a higher quota.

</details>

***

## 💡 Good-to-Know Tips

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**Use keyboard shortcuts.** `Ctrl/Cmd + K` opens the global search. `g + d` jumps to Dashboard. `g + o` jumps to Orders. Full list in **Help Center → Keyboard Shortcuts**.
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**Start with the most impactful feature first.** If you have one hour to learn SellerMagnet, spend it in: (1) Products page filling in COGS (Cost of Goods Sold), (2) Dashboard checking your real profit vs. Amazon's estimate, (3) Repricer setting up one rule. Those three steps unlock 80% of the value.
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**Bookmark filtered views.** SellerMagnet preserves filters in URL query params. Set up your preferred view (date range + marketplace + tag) once, bookmark it, and every time you open the bookmark the same filtered view loads. Great for daily check-ins.
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**Always enter COGS before trusting profit numbers.** Without Cost of Goods, SellerMagnet only knows revenue minus Amazon's fees : which overstates profit by the amount of your actual COGS. Visit **Products** and bulk-upload or manually enter COGS on day 1. Every profit figure you see afterwards will be accurate.
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**Run the Fee Audit monthly.** Amazon's fee system is complex and errors happen. SellerMagnet's automated audit typically finds €50-500/month in overcharges for active sellers. The claim window is only 60 days, so check regularly.
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***

## ➡️ What's Next?

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[Help Center](/getting-started/welcome/help-center.md)
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[Plans & Billing](/resources/plans-and-billing.md)
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