Frequently Asked Questions

I need help with my order!

We're sorry to hear that you're having difficulties with your order! Please contact us at questions@luminaid.com, and we will do our best to respond within 1-2 business days.

How can I contact you via phone?

Our team works hard to respond to inquiries within 48 hours. Sending us an email at questions@luminaid.com is the quickest and most efficient way for our team to provide you with the best service; however, if you prefer us to give you a call, please send us a short explanation of the issue and your phone number, and we'll give you a call within 1 business day.

Do I have to pay sales tax?

Yes, we charge sales tax in most US states, where applicable. You will see the sales tax charge added to your order total after you enter your shipping address during checkout. If you are an international customer, please be aware that you are responsible for any applicable customs/duties upon receiving your package from the U.S. You can learn more about our shipping policies here.

Are LuminAID products under warranty?

We are proud to stand behind our products and offer an Off-Grid Guarantee for the lifetime of the product. Please visit our Returns and Warranty page for more information.

Do I have to pay customs on an international order?

On international orders, most countries do charge customs and duties for foreign shipments. Recipients are responsible for applicable customs and duties. For an estimate on customs for your country, please visit our International Duties page.

How can I return or exchange my order?

We would be happy to help you return or exchange your order. Please visit our Returns and Warranty page for more information on our policies and reach out to us at questions@luminaid.com.

How can I cancel my order?

If you'd like to cancel your order prior to shipment, please contact us at questions@luminaid.com and include your order number in the subject line. Our customer service team will then be able to help cancel your order. If your order has already shipped, you'll need to start a return, and our team can help you with that as well.

What payment options are available at checkout?
We accept payment via credit card for all orders, and most orders are eligible for PayPal, AmazonPay, or ShopPay as well. Unfortunately, we cannot accept payment via check or money order, and orders containing our Give Light, Get Light products are not eligible for PayPal and AmazonPay. If you need help completing checkout, you can contact us at questions@luminaid.com.

How big is a LuminAID light?

LuminAID lights vary in size. The best way to get a sense of the size is to look at the individual product images on the product pages or to watch the product videos. All of our lights deflate to less than 1" thick and inflate into different sized cube volumes. The PackLite Hero 2-in-1 Supercharger is our largest lantern and inflates into a 6"x6"x6" cube.

How bright are LuminAID lights?

LuminAID lights vary in brightness and performance depending on which product you have. The standard unit of measurement for brightness is "lumens," and this is indicated on the individual product pages. We measure the lumens of our lanterns by 3rd party testing centers when the product is fully charged.

What is my light made of?

LuminAID lights are made of a durable material called TPU (thermoplastic polyurethane). This material is 100% PVC-free and phthalate-free. Each light contains a a high-efficiency mono-crystalline solar panel, LED circuit, and a lithium-ion battery.

What is PVC? Why is it important that the LuminAID lights are PVC-free?

PVC (polyvinyl chloride) is a type of halogenated plastic that contains two known human carcinogens: vinyl chloride and dioxin. These carcinogens are not only emitted in large quantities during production, but also on the plastic itself. Vinyl chloride is an essential component of PVC that is not used in any other plastic. Dioxin is a bio-accumulative substance that builds up over time in human bodies, and emissions from PVC are higher than other plastics. As LuminAID lights are meant to be safe for the entire family and inflated with direct contact to the plastic valve, LuminAID Lab is happy to produce 100% PVC-free lights.

What is the difference between lumens and watts?

Lumens are a standard unit used for measuring brightness of lights, while watts are a unit for measuring the amount of electricity required to power an electrically-powered object. In lightbulbs, watts are used to signify how much energy is required to power the bulb. Therefore, more energy-efficient lightbulbs may use fewer watts to produce the same number of Lumens (brightness).

As LuminAID lights are solar-powered and do not depend on an electrical grid, it is more relevant to provide the number of Lumens that our lights produce. That way, we may explain how bright the light they produce is and how large of a space they can illuminate. Our PackLite Hero is our highest-performing light, and on it's brightest Turbo setting of 300 lumens, it is able to light up a 300 sq. ft. space! Many of our customers find it comparable with battery-powered lanterns and easier to maintain.

What is the color temperature and color rendering index of LuminAID lights?

Our lanterns have been independently tested and verified to have a CRI of 70. Color temperature varies by product. The PackLite Hero, Max, and Nova have a color temperature of about 5950K.

How long will the product last?

Are LuminAID products built with sustainability in mind?

Can I personalize or custom print my light?

Is LuminAID's packaging sustainable?

How do I adjust settings or turn my light on/off?

Each of our lights has a red power button. Press this button firmly to turn your light ON, cycle through brightness settings, and turn it OFF. This button is slightly inset to ensure that your light will not be turned on by accident and lose charge.

Can I take my LuminAID lights on a plane?

Yes, all LuminAID products are allowed on both carry-on and checked luggage. The restrictions regarding lithium-ion batteries apply to batteries larger than those contained in LuminAID lights. Our lanterns are frequently flown around the world by humanitarian partners, as well as by the LuminAID team.

Is my LuminAID light waterproof?

Yes, LuminAID lights are all waterproof and dustproof! They can be submerged up to 1 meter (FL 1 STANDARD IP67) and can float. However, it is important to always ensure that USB charging input and the USB charging output ports are securely closed and covered when not in use. Do not expose the lanterns to water when they are charging via USB.

What temperatures can my light operate under?

LuminAID solar lights contain lithium-ion polymer batteries, similar to the battery inside most cell phones. The LuminAID light has two temperature ranges:

1. The temperature range to recharge in sun which is 32 degrees F to 113 degrees F. Please note, LuminAID lights can recharge in lower temperatures than 32 degrees, but it will take slightly longer to recharge fully in the sun when the temperature is colder outside.
2. The temperature range to turn on lantern which is -4 degrees F to 140 degrees F.

Temperatures lower or higher than that can damage the battery and reduce overall battery life. To increase longevity of the battery, it is best to avoid recharging your light in temperatures below freezing for extended period of time. If you do need to use your product in sub-zero temperatures, we recommend recharging it when it is warmer and using the Medium or Low setting when in sub-zero temperatures to get the most run time hours out of your light before needing to recharge it again. If you need to recharge it and only have sub-zero temperatures, we recommend placing it in a sunny window or for a few hours each day during peak sun hours outside. It will take a few days longer to fully charge.

Note: We do not recommend solar charging indoors or in a car, as windows will block the portions of light needed for solar charging. Do not leave your LuminAID on a car dashboard. A hot car can exceed the safe temperature range for this product.

Can I recycle my LuminAID light?

LuminAID lights are made out of completely recyclable parts. You can recycle a LuminAID anywhere that cell phones, digital cameras, or iPods are accepted for recycling (ex: Home Depot).

Why is my light not lasting very long?

LuminAID lights have multiple brightness settings, and each setting has a corresponding run time. The low and flashing settings have the longest run times. If you are recharging on an overcast day or did not have enough sun to fully recharge the battery, we recommend using the Low or Medium setting in order to maximize the run time. For more details on run times for each setting, the individual product pages list the run times in hours. Some LuminAID lights have Turbo mode which is the brightest mode. This mode is perfect for those moments when you need the brightest lantern possible for things like task work or emergencies. Turbo mode has the shortest run time because the LEDs are extremely bright. If you press the power button once more to cycle to High mode, you will have roughly 2X the run time as the Turbo mode.

Please visit our Product Support page for more information on charging your light.

Why is my light not turning on?

There are a few possible reasons why it may not be turning on. The most likely reason is that it needs to be recharged. This video explains common ways to ensure you're charging your lights properly. Below are a few steps to see if this may be the issue. After going through these steps, if it still isn't working after recharging, please email us at questions@luminaid.com or fill out a form on our Product Support page.

1. Hold the product outside in the sun with the solar panel facing the sun and check to see if the red LED on the front of the product shines red. This indicates that it is recharging. If your product has a micro USB input port, you can also plug it in by micro USB and check that the red LED turns on.
2. If the red LED is turning on, leave it to charge for a few hours by micro USB, or at least 1-2 full days in direct sun.

If the red LED is not turning on in the sun or the product still does not turn on after recharging, please email questions@luminaid.com. We have a worry-free 1-Year warranty and want to make sure all our customers are happy with their lights.

I have an old light that I got a tear in, is there any way I can repair it so I can keep using it?

We expect our products to be able to hold up to significant use, so we are proud to stand behind a 1-year warranty on all of our lights that includes any rips or tears in the seam. However, accidents happen and we want to make sure you can get the best use out of a light even if it was purchased five years ago.

Since our products are made with TPU, any waterproof, flexible adhesive or epoxy advertised as working on both plastic and rubber will be able to repair small holes or rips in your lantern. For larger damages, a patch used to repair rain jackets or air mattresses can be used.

How do I charge my phone with my LuminAID?

Our PackLite Max 2-in-1 Phone Charger and PackLite Hero 2-in-1 Supercharger have a USB-A output port that can charge your mobile device. If you have an iPhone, the cable that came with it can be used to charge it from the light. Many Android phones can charged using their included cables or the red micro-USB cable included with your light. If your device uses USB-C, you'll need a USB-C to USB-A cable, or the proper adapter, to recharge your phone our with our light.

You can read more phone charging tips on our Troubleshooting page, or check out this video.

Can I charge my light and my phone at the same time?

Solar charging your lantern while charging your phone is a great way to stay powered on the go. However, it is not recommended to USB charge your lantern while using it to charge your phone, as it puts undue stress on the battery and will reduce the overall lifespan of your lantern.

Can I charge my phone with a PackLite Nova USB, PackLite Spectra USB, or PackLite Firefly USBm or Bloomio product?

Only our "2-in-1" lights have the ability to charge external devices. However, all of the lights we currently carry are able to receive power through USB. The micro-USB port on the PackLite Nova USB, PackLite Spectra USB, PackLite Firefly USB, and Bloomio products can only accept power and cannot be used to charge a phone.

What is the difference between the PackLite Max 2-in-1 Phone Charger and the PackLite Hero 2-in-1 Supercharger?

The Hero is different from the Max in the following ways:

1. The battery is twice as large (4000 mAh versus 2000 mAh). If you have a larger phone and want to get as close to a 100% recharge as possible, we would recommend the Hero because of the larger battery.
2. The Hero is twice as bright (300 lumens vs. 150 lumens)
3. The Hero has a velcro strap as opposed to the snap closure on the Max
4. The buttons glow in the dark on the Hero.

Why do my lights inflate?

LuminAID's patented inflatable LED technology was designed to create a lightweight, portable lantern that could pack down flat for easy storage and charging, and then inflate to diffuse the bright the LEDs. The diffuse, glare-free lighting is great for lighting up a tent, reading at night, or taking on a walk to light up your path. The inflatable component of the LuminAID invention also responds to the distribution challenges of humanitarian aid organizations.

How do I inflate and deflate my LuminAID light?

LuminAID lights have inflatable air valves. Simply open the valve, untwist the lantern by pulling the two sides apart, and then blow into the valve to complete inflation. We recommend plugging the valve with your finger as you close the valve to make sure air doesn't escape. You can also then push the valve into the lantern. To deflate, open the valve and twist the lantern flat.

Check out this video for more tips and tricks.

How do I charge my light?

LuminAID lights all have a high-efficiency mono-crystalline solar panel that recharges the built-in battery when exposed to direct sun. To recharge your light, place the light in direct, outdoor sun with the solar panel facing the sun. Windows block light and significantly slow down charging. For optimum charging, place the light outside in an area away from shadows or shade. Charge times vary depending on time of year, location, and product. If your product has a micro USB input port, you can also recharge your lantern quickly by using the 5V micro USB input.

Note: We do not recommend solar charging indoors or in a car, as windows will block the portions of light needed for solar charging. Do not leave your LuminAID on a car dashboard. A hot car can exceed the safe temperature range for this product.

For more tips and tricks, check out our Product Support page.

How do I know if my light is charging?

All LuminAID lights have a red LED on the front of the product that is the solar indicator. The solar indicator shines red when the solar panel is exposed to light and keeps shining red even when the battery is fully charged. It only stops shining red when the solar panel is no longer exposed to light. You can test this by covering the solar panel and you will see the solar indicator LED stop shining red. The solar indicator is extremely sensitive because of the high quality solar panel on all LuminAID lights, and you may see it glowing red even when the solar panel is not in direct sun. For example, you may see that the solar indicator shines red when you hold the LuminAID light near a window or an ambient light source. Even though the solar indicator may be red, this does not mean the solar panel is picking up enough sunlight to fully recharge the battery. To ensure the solar panel is re-charging the battery, place your LuminAID light outside in direct, outdoor sun away from shaded areas. If your light has a battery indicator button and four green LEDs, you can press this button while your light is recharging to determine how charged the product is.

For more tips and tricks, check out our Product Support page.

Can I recharge my light in a window or on cloudy days? What about the winter?

LuminAID lights will charge on overcast or cloudy days, but you'll see the most efficient charging times with direct sun. Windows block light and slow down charging. For optimum charging, place the light outside in an area away from shadows or shade. Charge times vary depending on time of year, location, and product. In the winter, you will see slower run times because the sun is not as strong and there are fewer hours available for direct sun.

For more information, check out our Product Support page.

Is the battery replaceable?

The battery does not need to be replaced as it is easily recharged by the solar panel on the front of the light. The lithium-ion polymer battery is built to be long-lasting and is high-performing for 1000+ recharges. It performs at 100% for 500+ recharges and at 90% performance for another 500+ recharges for a total of 1,000+ recharges at high performance. Our worry-free warranty lasts for one year after purchase but our lights are made to last for 5+ years of use.

How long will a full charge last when my light is in storage?

All LuminAID lights use a lithium-ion polymer rechargeable battery, similar to the battery in most cell phones. Once fully charged, the battery will hold a majority of its charge and light up after over a year of being in storage. Like all rechargeable batteries, it does lose a small percentage of charge over time when it is in storage and not being used. In order to ensure the product is fully charged when you need it, we recommend that you recharge the light in direct sun every 4-6 months.

How do the green charging indicator LEDs work?

LuminAID lanterns have a battery charge indicator button that allows you to see the percent charge of the battery. The battery charge indicator LEDs are programmed to light up when the battery is within a specified voltage range. The voltage ranges are divided into four segments that correspond to approximately 20-25% charge increments. Because it is a voltage range of approximately 20-25%, run times may vary even if two units indicate the same battery level. The battery has built-in overcharge protection so it cannot overcharge. The product can continue to charge even when all 4 green LEDs light up.

My product has a micro-USB input. What should I use to recharge it?

Some versions of LuminAID lights have a 5V micro-USB input port. This port is waterproof and is located near the solar panel on the front of the product under a white cap. We include a red micro-USB to USB charging cord that you can use to recharge your light. Simply plug in the micro-USB end into the port on the LuminAID light and plug the USB end of the cord into your computer or a 5V USB wall outlet adapter. You can use the same wall adapter that came with your phone.

For more tips and tricks for USB charging, check out our Product Support page.

How can I support LuminAID's Give Light, Get Light Mission?

Sharing safe light for all is what drives LuminAID forward. Our Give Light, Get Light Program allows you to join our mission and get involved by helping sponsor safe, solar rechargeable lanterns for those in need. By purchasing a Give Light, Get Light Package, you not only receive one PackLite Nova USB in the mail, but also sponsor a LuminAID lantern for a family without safe and dependable access to light. On the Give Light, Get Light purchasing page, you can choose to send the sponsored light to one of our featured charitable causes, or "Allocate As Needed." The Allocate As Needed stock allows us to work with smaller organizations and causes with pressing need but limited resources. This way, we are able to partner with a range of impactful causes and broaden our positive global impact. A little light goes a long way: children can study after dark, improving their long-term educational prospects; communities reduce harmful fumes, high costs, and fire risk associated with kerosene lamps; families left vulnerable by natural disasters report increased feelings of safety and security; and medical teams are able to shine a light on much-needed care in remote areas.

What comes in a Give Light, Get Light Package?

Does LuminAID offer discounts for nonprofits?

Yes! If you are a nonprofit looking for discounted prices, please visit nonprofit.luminaid.com to learn more about our Nonprofit Subsidy Program.

Does LuminAID offer discounts for personal humanitarian projects?

Yes! If you have a project or trip coming up, please fill out the form here, and a member of our team will be in touch.

We also offer personal use discounts for first responders, teachers, government employees, and current and former military, available here.

If I've received a nonprofit discount in the past, does it ever expire?

Our nonprofit discounts typically don't expire as long as your organization is still active. However, if you have any questions, you can contact us at nonprofits@luminaid.com.

I have a limited budget, how can I request a product donation?

Please fill out our humanitarian use form here. However, please be aware that due to the high volume of requests we receive, we are not able to fulfill all in-kind donation requests from worthy organizations.

What are Lumen Rewards?

Lumen Rewards is the LuminAID member community. Sign up to earn points and gain access to gifts, exclusives, and more ways to give back. You can earn points through your purchases on LuminAID.com by following LuminAID on social media and referring your friends. Unlock your points at luminaid.com/glow. Please note that Lumen Rewards points cannot be earned from, nor applied toward wholesale and subsidized orders.

Can I earn Lumen Rewards for past purchases?

Your Lumen Rewards points start accumulating once you sign up for the program, but you do receive 20 points just for signing up! Please note that purchases placed through other sites such as Amazon, cannot be counted towards Lumen Rewards.

What is the Lumen Rewards VIP Program?

Start as a Stargazer and use your points to redeem rewards. Earn your way to Pathfinder to unlock more rewards and VIP perks. Reach the ultimate Guiding Light for the most exclusive access and free gifts. The higher the tier, the better the perks. Certain sales, giveaways, and custom editions are only available once the higher tiers are unlocked.

How many points do I need to reach the next VIP tier?

You will enter the program as a Stargazer. Once you earn 250 points, you'll move on to the Pathfinder tier and gain access to exclusive gifts. At 500 points, you'll become a Guiding Light, our most exclusive tier!

Is there a referral program?

Yes! Lumen Rewards has a referral program that benefits you and the person you refer. For each person you refer to LuminAID, you will earn $10 in store credit and gift your friend $10 as well!

How do I refer my friends?

In order to receive credit for a referral, you'll need to send your friends your unique referral link. You can find this by opening the Lumen Rewards popup and signing in to your account. Any orders placed through this link will send both you and your friend a $10 discount on your next order! Once they complete their order, you will receive an email confirming your $10 coupon.  

Can I use Lumen Rewards for nonprofit or wholesale orders?

Lumen Rewards cannot be used towards or earned from nonprofit or wholesale purchases.

How do I spend Lumen Rewards?

Go to luminaid.com/glow and click on "Get Started" to open your Lumen Rewards account. Your Lumen Rewards will show as a pop-up on the left-hand side of the page. There you can view rewards and click "Redeem" in order to select a reward and spend points. You will only be able to redeem rewards if you have enough points for that reward. Rewards range from perks like free shipping to free LuminAID products!

You will then be given a code for your reward. Enter this code at checkout at LuminAID.com in order to apply it to your order. If you want to save this code and use it later, not to worry! You will also receive a confirmation email with this code so that you can redeem it when you are ready. Make sure to keep this email in order to retrieve your code. You can only redeem one reward per purchase.

Can I donate my points?

Lumen Rewards points can be used to sponsor a light through our Give Light, Get Light Program. Simply open the Lumen Rewards pop-up and copy the code as you would for any other reward and apply the code at checkout.

Will my points ever expire?

Lumen Rewards points do not expire!

How do I turn on my light's bluetooth?

Our lights ship with Bluetooth turned off to preserve battery life. In order to connect to your lights, you need to turn on Bluetooth on your light. To do this, press and hold the power button on the lantern for 5 seconds. You will see the green LEDs blink. Once the green LEDs blink once, you are ready to go! You do not need to turn the Bluetooth OFF again. If you want to preserve battery life, you can press and hold the battery button for 5 seconds to turn it OFF. Learn more here.

How do I connect the LuminAID app to my light?

Open up the app and click the button at the top that says "Add New Light". This will create a pop up with a list of nearby lights. Add the lights you want to control by pressing the circles with the plus symbols and then press "Save". You've added the lights! If you don't see your lights, visit our troubleshooting page.

I am having trouble adding lights. What should I do?

Here are some steps to follow:

1. Check that your phone's Bluetooth is turned on.

2. Check the lantern is charged. For best Bluetooth connectivity, charge your lantern at least 50%.

3. Check that Bluetooth on your lantern is on by pressing and holding the power button for 5 seconds. You will see the green LEDs blink once.

4. Force close the app, open it again, then go to "Add New Light" in the app and search for the light. If you still can't find the light, please refer to our troubleshooting page to learn how to Hard Reset the light.

My light is turning on randomly because of old schedules. What should I do?

If your lantern is accidentally storing timers that you have deleted, the best thing to do is to "hard reset" the memory chip on your lantern and this will erase any old timers. To do this, make sure your lantern is partially charged (it turns on when you press the power button). Next, press and hold the power and battery button for 5 seconds. You can tell if it works by pressing the power button. If the light no longer turns on, you have successfully hard reset the memory. Recharge the lantern by plugging it in using your micro-USB charging cable. You should not longer have any issues with old timers.

I was able to control my lights, but now when I go back into the app, the lights aren't responding. What should I do?

Please follow the following steps:

1. Check to make sure the lights are charged. If they are not, recharge them to at least the 50% battery level. Connectivity is stronger when battery power is over 50%.

2. Check the Bluetooth on your phone is ON.

3. Make sure no one else is connected to the lights (ask any friends or family with the app to make sure the app is closed).

4. Remove the lights from your app, and try adding them again.

5. If you still cannot control them after re-adding them, try hard resetting.

Can I use my lights without the app?

Yes, you can! All our lights have manual push buttons on the top by the solar panel. You can cycle through the different power settings using this push button. You cannot set schedules, use patterns, or see all the color options without using the app.

Are Bloomio lights compatible with other smart products?

No, currently our Bloomio products are only compatible using LuminAID's app for Android or iOS. We are working on future compatibilities and will keep you updated!

Can I control my lights with multiple devices?

Yes, you can! However, two people can't control one light at the same time. You'll need to share control by closing the app on one phone and allowing the other person to open the app on the other phone. Bluetooth is sometimes finicky when two people are trying to control a light. You can turn off/on Bluetooth to make sure only one person is connected at a time and to avoid any problems.

How do I hard-reset my lights?

To Hard Reset the memory chip on your light, press and hold the Power button and Battery button at the same time for 5 seconds. This will activate a hard reset of the chips and erase any schedules you saved. Once you hard reset it, your light will not turn on and you'll need to power it up again using the micro-USB cable to recharge it. Once it is recharged, activate the Bluetooth again by pressing and holding the power button for 5 seconds. Add the light back to the app by clicking "Add New Light" in the app.

Can I make my light brighter?

Yes! To make a light brighter, tap on it in the Lights page. Underneath the color wheel, there is a brightness bar. Tapping the right side of the bar or dragging the bar will make your light brighter, and the left side will make it dimmer.

Do Bluetooth-enabled lights have a shorter battery life?

Yes, Bluetooth does drain the battery in your lantern a small amount over time. The product will maintain a battery charge for a few weeks while Bluetooth is on. To turn off your Bluetooth, you can press and hold the battery button for 5 seconds and this will help ensure a longer battery life. In order to activate it again, you will need to press and hold the power button.

How long will my Star, Gem, or Twist last on a full charge?

The amount of time your light stays charged depends on the color settings you've chosen. Stars and Gems will last up to 10 hours on the white setting, and the Twist will last for up to 8 hours.

How long does it take to charge my Star, Gem, or Twist via USB input and via solar?

It takes between 17 and 21 hours to recharge a Star or Gem, and 12 to 16 to recharge a Twist in the sun, and it takes about 2 hours to recharge them with a USB cord.

How do I schedule my light to turn on and off?

When you open the app, you'll see three main pages at the top under the LuminAID logo: Lights, Groups, Schedule. Tap "Schedule", then tap "Add New Timer". There, you will choose the time, choose the lights, and customize colors. You can set up to 6 timers per light, as long as they don't conflict.

When you tap Schedule, you will be asked to allow LuminAID to see your location. This is used to determine your sunset time and allow you to set timers based on sunset. If you choose to not allow this, this feature will be unusable.

My schedules are not working. What should I do?

If your schedules are not working, make sure that your Location Services are turned on for the LuminAID app. The reason this is important is because we use location services to set the time and to calculate sunset times accurately for your location. If your location services are on and you are still encountering issues, we recommend erasing any saved Schedules that may be saved on your lantern by hard resetting the Bluetooth. To do this, press and hold the Power button and Battery button at the same time for 5 seconds. This will activate a hard reset of the chips and erase any schedules you saved. Once you hard reset it, your light will not turn on and you'll need to power it up again using the micro-USB cable to recharge it. Once it is recharged, activate the Bluetooth again by pressing and holding the power button for 5 seconds. Add the light back to the app by clicking "Add New Light" in the app. Still having trouble? Visit our troubleshooting page here.