Support
A file is stuck and the drop is live. Start here.
Most things that go wrong go wrong in one of four ways, and all four are below. If yours is not, you will reach a person who knows the product.
How to reach us
Email support
The fastest route for anything that is not on fire. Include the file name and the client and you will skip a round trip.
nick@lighthouseresults.comAnswered within one business dayService status
Before you write in, check whether it is us. Processing delays and incidents are posted here as they happen.
Status page not yet published.
Fix it yourself
The four things that actually go wrong.
A file has been processing for hours
A file usually posts within minutes. One that is still marked in process well past that has almost always hit a malformed row rather than a real outage.
Do this: open the file in the caging calendar and read the status detail. If it names a row, fix that row and re-upload. If it names nothing, send us the file name and we will clear it.
The totals look low after an upload
This is nearly always unmatched keycodes doing exactly what they are supposed to: sitting outside the totals rather than being absorbed into the wrong package.
Do this: open the unmatched queue. Assign each keycode to its package and reprocess. The totals correct themselves and no report has to be restated.
A client cannot see their results
A client account sees exactly one organisation. If theirs looks empty, the account is usually attached to the wrong one, or to none at all.
Do this: as an admin, open the user and check which client they are scoped to. Correcting it takes effect on their next page load — no new invitation needed.
A scheduled report did not arrive
Scheduled reports skip a send when the client had no activity in the period. Silence is usually the feature working, not the mail failing.
Do this: check whether anything posted for that client in the window. If it did and the mail still did not arrive, send us the recipient address and the date.
What to expect
What gets picked up first.
How work is ordered when more than one thing is open at once. Anything that stops a live drop from posting is treated as urgent regardless of how it was sent in.
| Severity | What it means | How it is handled |
|---|---|---|
| Blocking | Nobody can sign in, or files are not posting at all. | Worked before anything else |
| Urgent | One file or one client is stuck while a drop is live. | Worked ahead of the normal queue |
| Normal | A number looks wrong, or something needs explaining. | 1 business day |
| Request | A new client, a new layout, a change to a report. | Scheduled with you |
Onboarding and training
Onboarding a new client
Adding a client to an account that is already running takes a short call to agree the keycode structure. We will do the first load with you.
Book the call →Training for your team
A walkthrough for new account staff, and a shorter one aimed at nonprofit clients who only ever open the dashboard.
See the sessions →A new file layout
Taken on a new caging vendor, or had one change their export? Send a sample file and we will map it before your next drop.
Send a sample →
Still stuck? Write in with the file name and the client, and skip a round trip.
Contact support