Troubleshooting & FAQs

Common questions, solutions, and troubleshooting guides.

Login Issues

Troubleshoot common login and authentication problems.

Having trouble logging in? Here are solutions to common authentication issues.

Forgot Password

  • Click "Forgot Password" on the login page
  • Enter your registered email address
  • Check your inbox for reset link (also check spam/junk)
  • Link expires in 1 hour - request a new one if needed
  • Create a new strong password

Account Locked

After 5 failed login attempts, accounts are temporarily locked for security. Wait 15 minutes and try again, or reset your password.

Email Not Verified

  • Check your email for verification link
  • Click "Resend verification email" on login page
  • Check spam/junk folders
  • Add noreply@asklantern.com to contacts
  • Contact support if not receiving emails

SSO Issues

If using Single Sign-On (Enterprise plans):

  • Verify your organization email domain is correct
  • Clear browser cache and cookies
  • Try signing in through your identity provider directly
  • Contact your IT admin to verify SSO configuration
  • Reach out to Lantern support for SSO troubleshooting

Browser Compatibility

Lantern works best on modern browsers. We recommend:

  • Chrome (latest version)
  • Firefox (latest version)
  • Safari (latest version)
  • Edge (latest version)

Clear your browser cache and disable ad blockers if experiencing issues.

Data Refresh Delays

Understanding data update cycles and troubleshooting delays.

Learn about Lantern's data refresh cycles and what to do if data seems delayed.

Normal Refresh Cycles

  • AI Mentions - Refreshed every 24 hours
  • Visibility Scores - Updated daily at 2 AM UTC
  • Sentiment Analysis - Updated every 12 hours
  • Citations - Refreshed weekly
  • Competitor Data - Updated every 24 hours

Real-Time Data (Enterprise)

Enterprise plans include near real-time monitoring with updates every 1-2 hours for critical metrics.

Why Data Might Be Delayed

  • AI Platform Availability - External platforms may have downtime
  • High Query Volume - Popular topics may take longer to process
  • New Account Setup - Initial scans take 6-12 hours
  • System Maintenance - Scheduled weekly on Sundays 1-3 AM UTC

Force a Manual Refresh

On Pro and Enterprise plans, you can manually trigger data refresh:

  • Navigate to dashboard
  • Click the refresh icon in top right
  • Select "Force Refresh"
  • Wait 5-10 minutes for new data
  • Limited to 3 manual refreshes per day

Check System Status

Visit status.asklantern.com to see:

  • Current system status
  • Scheduled maintenance windows
  • Historical uptime data
  • Known issues and resolutions

Security Questions

Common questions about encryption, data storage, and security.

We take security seriously. Here are answers to common security questions.

Data Encryption

All data is encrypted:

  • In transit - TLS 1.3 encryption for all connections
  • At rest - AES-256 encryption for stored data
  • Database - Encrypted with AWS RDS encryption
  • Backups - Encrypted and stored in multiple regions

Data Storage & Privacy

What we store:

  • Brand names and keywords you configure
  • AI responses mentioning your brand (publicly available data)
  • Citation sources and URLs
  • Analytics and usage data
  • User account information

What we DON'T store:

  • Your proprietary business data
  • Customer personal information
  • Internal documents or communications
  • Payment card details (handled by Stripe)

Compliance & Certifications

  • SOC 2 Type II - Aligned (certification in progress)
  • GDPR Compliant - EU data protection
  • CCPA Compliant - California privacy
  • ISO 27001 - In progress

Access Controls

  • Role-based access control (RBAC)
  • Multi-factor authentication (MFA) available
  • Single Sign-On (SSO) for Enterprise
  • API key management with scoped permissions
  • Audit logs for all user actions

Data Deletion

You own your data and can delete it anytime:

  • Export all your data before deletion
  • Contact support to request account deletion
  • Data permanently deleted within 30 days
  • Backups purged within 90 days

Billing & Contract FAQs

Common questions about pricing, billing, and contracts.

Everything you need to know about Lantern billing and subscriptions.

Billing Cycle

  • Monthly plans - Billed on the same day each month
  • Annual plans - Billed annually with 2 months free
  • Enterprise - Custom billing terms available
  • Charges appear as "Lantern AI" on statements

Payment Methods

  • Credit/debit cards (Visa, Mastercard, Amex)
  • ACH bank transfer (Enterprise only)
  • Wire transfer (Annual Enterprise contracts)
  • PayPal (coming soon)

Changing Plans

Upgrade or downgrade anytime:

  • Upgrades - Take effect immediately, prorated billing
  • Downgrades - Take effect at next billing cycle
  • No penalties for changing plans
  • Data retained when switching plans

Refund Policy

  • Enterprise contracts - per agreement terms

Cancellation

Cancel anytime with no penalties:

  • Go to Settings > Billing > Cancel Subscription
  • Access retained until end of billing period
  • Export data before cancellation
  • Can reactivate within 60 days with data intact

Invoice & Receipts

  • Automatic email receipts after each payment
  • Download invoices from Settings > Billing
  • Update billing email for receipts
  • Request custom invoices for accounting

Failed Payments

If a payment fails:

  • We'll retry 3 times over 7 days
  • Email notification sent immediately
  • Update payment method in Settings > Billing
  • Account suspended after 7 days (data preserved)
  • Reactivate within 30 days without data loss
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