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May 11th Update:

We continue to work through and make daily progress on the issues that are still impacting some of our users. If you’re one of the users who are still experiencing missing content or data, please know we are solely focused on getting these updates and fixes completed. Thank you to those of you who have published with Lulu since our update, we appreciate your continued support!

Our support team continues to work through the high volume of support cases as quic...kly as they can - they will respond to you as soon as possible. Meanwhile, please do not submit a new support request for the same issue. If you have already submitted a ticket but have since discovered a new or unrelated issue, please do not submit an additional request; once you hear from our support team, you will have the opportunity to discuss additional issues not addressed in your original ticket. We apologize for the delay and thank you for your patience.

Reminder that projects, revenue, sales history, payee information, and tax information are still migrating for some users and will continue until everything has been restored to your account. You DO NOT have to re-upload or re-enter any of this information, it will automatically repopulate your account once it has finished uploading. Revenue will still be paid out on time as per the normal payment schedule, even if your revenue does not currently appear in your account.

We’ve seen a few comments asking if books are being printed and shipped; emphatically yes. Aside from carrier related some shipping delays due to COVID-19 safety concerns, our facilities are printing at a normal rate.

We cannot currently offer support through our social media channels, including both public comments and private/direct messaging. We are also not offering support via phone and chat at this time - all support requests must be submitted through this form here: https://help.lulu.com/s/contactsupport?language=en_US

To read more about what updates were made to Lulu.com please visit this page here: https://whatsnew.lulu.com/

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  • Tom Buggy Not only have 2+ weeks elapsed without fixing the new version, but Support is screwed up as well. When I submitted a request more than a week ago I got the screen with something like "this case will be closed but if you have an issue other than above, reply and describe the issue." I replied. A week passed without a response. I then got an email with an invitation to take a satisfaction survey about the response to my issue, which implies that the case (ticket) had been closed. How bad is that! (You can imagine my response to the survey.)
    4
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  • Ricky Wilcox Well...still nothing. Cover still corrupt. No revenue report, projects still not fixed, this is so unprofessional. At least contact your customers and tell them what's going on instead of these pointless FB updates. I've had enough of this crap. Really like to get a report before the 17th so I know at least that's correct.
  • Kenneth J Kerr Unless I am going blind, it appears you replaced the previous update instead of adding a new one and keeping the old one in place. You thereby deleted all the concerns expressed by your authors on that previous post. Including mine! I had planned to stay with Lulu for decades before this mess. Instead, I spent two hours on the phone today with one of your competitors. What a shame.
    10
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  • Dane Barrett My revenue screen finally updated. According to the numbers on it, I owe Lulu money. Which is humorous seeing as I've recently spent over US $100 on proofs that they've botched due to their new tools being next to useless.
    6
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  • Weichen Wu Hey guys, my inquiry isn't about the upgrade website stuff. My order is never received by my customer which was placed 3 months ago. We submitted inquiries twice about this matter but no response at all. Did we pay the printing and shipping fee for nothing? Can I please get a refund? Please respond to case No. 02477839!!!
    2
    • Lesley Crossingham Hi Weichen Wu.. I am also going through this problem with LULU!!! If you paid via PayPal you can ask for a refund from PayPal as they have insurance for goods not delivered.
      3
    • Robb Wallace I have the exact same issue. No evidence of the order except my PayPal transaction. No reply to my emails asking for a refund. I paid for express delivery as well, as time was in issue. I will look at the PayPal refund options. Cheers.
      2
    • Weichen Wu Lesley Crossingham I appreciate your reply Lesley! Unfortunately, it was paid by card.😫 I just don't think I can trust Lulu after this issue if they don't get back to me. Mistakes can happen, I can understand that, but no response from Lulu is unacceptable. What kind of customer service is this?
    • Lesley Crossingham Weichen Wu .. Please check with your bank. some credit cards also have an insurance for goods not received.. worth a shot!
      2
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  • Robb Wallace 11 days - No confirmation of order in dash board, No delivery information, No Books, No Refund, No customer support and now no future custom from me. - More chance of this comment being deleted by LULU, than LULU actually replying to the customer tickets I have submitted. #crazyness
    1
  • John Griffin After two weeks of updates like these, I am done. I have lost all faith in Lulu because they keep making excuses and false promises. I don't even believe these updates anymore because I think we have all seen continual updates which they keep taking down. Once I get paid I am pulling everything down and going to KDP
    10
  • Anthony Kitterick I can see that absolutely NO changes have been made to the site in the last ten or even twelve days. No Sales and Revenue data migrated, new projects still can't be completed. Even the information about the orders is not being updated. The current cover creator is a joke. There's no option to delete/retire a draft or a project, so Lulu is trying to hold on to the projects even if it doesn't own the ISBN for them, which is illegal and will probably result in lawsuits. No one can obtain Global Reach distribution for their books that haven't been yet approved by the creator (and it isn't possible to approve a newly-created book), which means that new projects will be only available on Lulu for the time being and won't appear on Amazon, etc. Regular "Lulu updates" repeat the same old yarn, and seem to have the sole purpose of replacing the previous ones, with all the negative comments from dissatisfied customers deleted. Already hundreds of customers have left, and there will be many more. This self-inflicted chaos will probably go on for many long weeks, if not months. Still can't see why the Lulu crowd had an urge to bomb their website like this and then start a new one from scratch. If they cared about their customers, they wouldn't have done it, but do they really care?
    3
    • Andrew Flindall I imagine they care quite a lot as they won't make money if we can't. I'd still like to think that nothing bad or wrong is going on, it's simply gone badly wrong and the super-positive 'nice guy' ethos is proving counterproductive.

      It's a bit late in       the day now, but if they'd bitten the bullet early on and basically closed the site with some notice, they might have got somewhere without generating all the bad feeling. By trying not to inconvenience anyone they appear to have buggered everyone.

      I think I may wander off, find something else to while away the days then come back in a week or so to see where things are...
      2
    • Tovli Simiryan Andrew Flindall You've got a good attitude here. I admire your maturity. It is something to emulate and, I cannot agree with your assessment more!
      1
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  • Grant Hudson I seem to recollect a promise that finance data would be 'migrated' by May 11th...? I'm still waiting, as are the many authors I publish. Can you give a more realistic and truthful update regarding this?
    1
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  • Alex Nicole Iverson So they are solely working on content issues and I still can’t login to my account. I have never received an email to create a new password and I have tried clicking forgot password for weeks. I have sent a support form. Hoping this is fixed soon as it’s been a while since I sent it
  • Ricky Wilcox Not an update, just repeating what was said four days ago. No estimate on when we can work. And we can't at the moment too many errors and cover wizard gone. I understand how to use the templates but have seen too many complaints on how that turned out. And if there's no report how can we tell if payment is correct? Love this place but it's really messed up.
    8
  • Darshaun McAway Dear Lulu Staff,
    I tried to do my best to hold back from stating my concerns, but I thought about my general-purpose of choosing lulu as my self-publishing option. I've been with lulu for 13 plus years and in those 13 years, I've gotten married and ha    d a child. I published my first children's book when Anaiah was 6 months old. Today she's 4, and my only goal was to develop a children's books series she could enjoy. However, parts of that reality have been shattered a bit with the pandemic taken place. Lulu, I'm scared. I'm afraid that I failed because I didn't achieve my goal of selling my series to a powerhouse publishing company to better help support my family, and then I revert to my original idea. I created those books for my daughter to enjoy. So I succeed after all. I have two more books that need to be published. Please know that Authors like me are doing for the little people we care about the most. Thank you for working on the issues as fast as you can.

    Darshaun M
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  • Tovli Simiryan I know it is easy to be angry with what has happened. It has been 2.5 weeks since I have been able to even access my projects or account in general. I hope this note of May 11 is effective and not meant to pacify. I want to be able to support Lulu in the worst way, but so far, I feel ignored and worry my manuscripts/books have disappeared forever. Forgive me, but I have started looking for another vendor/company! Wishing for Lulu's resurrection.
  • Everette Hartsoe I placed an order for my own books...The money is pending out of my account, yet the items are still sitting in my shopping cart and the order has not shown up in my "Orders" section yet...Whoever you paid for this "update" needs to be fired ASAP..they SUCK
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  • Doug McGuinn At first I was pleased to see that all of my books are now listed on my My Projects page. Then I noticed that the three books that were missing but now appear in the list are listed as drafts, and they have no Add to Cart buttons. They ARE NOT drafts; I have been selling them for years. But now I can't sell them or buy my own copies of them. Also, about half of my books are still missing cover images. This migration has been one step forward and two steps backwards.
  • Apple Pugetsound Program Library Exchange Well, another day gone, @Luludotcom is still not up and we still cannot sell books. This is 18 days in!!! Amazing job destroying an entire industry at a time when we can leadt afford it. Phones dont answer, revenues dont appear (if any) and Product data still hosed!
    3
  • Lesley Crossingham I have three orders outstanding.. all paid for .. and not received. In addition, I cannot log onto your site to see my dashboard because suddenly you are not recognising my email/password combo.. I have submitted endless tickets.. no reply.. no acknowledgement. PLEASE do something about this.
    3
  • Perry Pankratz Come on Lulu... after this long of playing your game of we're almost there, I'm just done. The only changes I have to my account, I now owe you about $62 for books I ordered. I'm still locked out from doing anything other than looking at my coverless books. If this isn't dealt with this week, I'll cancel all my ISBN numbers, and start from scratch elsewhere. When I chose you almost three years ago, I didn't expect anything of this magnitude, but this is beyond bad, I have never spent over two weeks pondering if or when I'll be able to publish again. This is just insane to deal with, please just return to the system that works and makes you and us money
    4
  • Dane Barrett Just goes to show how unimportant Lulu is in the greater scheme of things when none of the self publishing Youtube channels are covering this disaster (although its just as likely because they've all received perks and promotions from Lulu in the past and don't want to risk not getting future deals). If you're not an actual Lulu customer you'd never know this abysmal shambles was even going on. My payment screen updated again this morning and according to Lulu's records I owe them even more money. I'm not even sure how they can come to that conclusion as they own me over US $108 in botched proof charges and another $36 from orders I've made of other peoples' books that I never received (one of which I've been chasing up since September 2019!). Its pretty much a disgrace now.
    1
  • Elizabeth Arthur I look forward to my work successfully "migrating". Still no cover photos or any evidence of my published work in My Projects.. I get directed to "Start your project". Where does one find Author Spotlight? Sales and Payments etc.? ?? I can do nothing. As I said, I look forward to a successful "migration". SOON. PLEASE.
    1
  • Ricky Wilcox Both versions of my latest books, one already in distribution are still showing blank info. I can't revise or delete drafts because it wants me to add an ISBN which both already have. Can't complete work to either of them. How much longer till they are fixed?
    1
  • Romano Gaspari Few days ago I ve sent my help request because of no cover wizard in the new site. I ordered my first copy and found out a problem on the cover. Now I'm not able to modify the cover at all. Therefore cost of my book increased from 4.80 to 6.50 with no modification at all. Stop to let new website online. Get back to old one. Take your responsibility up!
  • Jeanette Windsor-Dunigan My books still aren't showing with covers. Also no monies are showing and I know I sold several books before the upgrade. Thank you.
  • John Lyon What a shambles Luludotcom. Heaven knows what lack of preparation it takes to fail on this scale. The only acceptable response now is to revert to the old system and take whatever time is needed to get the migration right at the second attempt. You are obviously completely out of control.
    7
  • Cole Pogue I can not get the add a payee process to work. Very frustrating. I will be patient while you fix it though.
    1
  • Gabriel Harley Really glad I tried a couple of test projects before attempting a major print run. The quality of the print was fine but the service and website have become absolutely horrible. Sorry, Lulu, I don't see how we can do business at this point.
    1
  • Perry Pankratz Three days of getting this message every time I try to revise my projects. Internal Server Error
    Someone tripped over a cord. We're working on getting everything plugged in again. I would love to continue publishing with you, but it doesn't seem to be happening anytime soon.
    • William C. Woxlin Same problem here...
      1
    • Ricky Wilcox To me trying to get work done on their site now is like trying to drive a car while it's getting the oil changed. Best wait till it's fixed.
      2
    • Perry Pankratz Sorry to hear you're having these problems too. They sound like they want everyone to publish, but when you can't because they haven't worked out the bugs yet. I don't have much faith they will have this sorted anytime soon. All my future projects will be done with another company, hopefully one that doesn't leave their author's lingering for weeks making claims they're almost there, just a few more days.
      2
    • Ricky Wilcox Perry Pankratz I wanted for this to work out so bad. Still do but it's showing no signs of doing so. I have 20 books I unretired over a month ago not for sell on Amazon, one of my kindles is missing entirely from Amazon, and two more aren't there after one month. It's a total Fubar.
      1
    • Perry Pankratz Ricky Wilcox, so do I. I love the way Lulu was quick and easy, and I could print immediately afterwards. I have twelve on Lulu, 4 needed covers, two of those covers are waiting to be placed, but I'm locked out due to someone's tripping over a cord. Now...Mehr anzeigen
      2
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  • Angela Bollmeyer I am still waiting on a book ordered nearly 3 months to arrive. Have sent you an inbox.
    1
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    • Dane Barrett Good luck. I'm still chasing up one from a September 2019 order.
      1
    • Angela Bollmeyer Dane Barrett omg that is not professional at all. I live in Australia so don't know when I will get mine. They better send me a refund if I don't get it soon.....
    • Gurki Bär I ordered some days ago and get an e-mail notification that it's sent today. As I do not know in which country it was printed, I cannot estimate the shipping time. (I'm not living in the US.)
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  • Ricky Wilcox Still no changes. And trying to revise books as you recommended left me with two drafts which will not complete or delete. Now I can't finish my books. After one month ebooks still not on Amazon. One is still just on itunes. One book missing on Amazon...Still no report. Book cover still corrupt on it's page.
    1
  • Ricky Wilcox Still can't finish revisions. Get to cover part and it's greyed out. Can't do anything. They are already published why aren't the files there? Still no revenue listed. Books still not on Amazon. I could go on but I'm getting tire of this waiting, no answers, excuses, etc.
  • Tovli Simiryan Guys--we're going to have to find an alternative to Lulu.com Even if they fix it someday, who in their right mind is going to trust them. I cannot believe how they have destroyed their own company. It takes real skill.
    Online Self-Publishing Book & Ebook Company | Lulu
    lulu.com
    Online Self-Publishing Book & Ebook Company | Lulu
    Online Self-Publishing Book & Ebook Company | Lulu
  • Amy K has anyone had the issue where it says to 'purchase a copy' for approval, but you already have several times? also got books printed without updated covers, wondering what customers are getting. thank you!
  • Ricky Wilcox My books are disappearing from Amazon! It says in projects it's approved for dist. It's been on Amazon for years. What the h..I never retired this book it sells.
  • Nicole Satchell WHY DID THE ESTIMATE REVENUE AMOUNT CHANGE ????
    2
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  • Mike Bolognese I can't log on to my account to revise my cover. This is really a mess. It's the 2nd time today that the web site has given me problems.
  • Ann Wilcher The target date for revenues being correct on screen was the 11th? C'mon. As someone said, this has been almost three weeks now. This is very disappointing on all levels, and its concerning on others. We need to be able to accurately see and track sales. There is no excuse for this.
    2
    • John Griffin Someone reported that during the previous period that they were underpaid and this was before this site update happened. Each day this debacle continues I doubt more and more that I am going to get my royalty check next week
      1
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  • Ricky Wilcox Well now both versions of my new book is in draft and the were both done and published. Can't delete the draft there is no option so you'll have to fix this. You said we could revise and we can't .
    1
  • Matthew Tuell None of my finished books have covers. Is this "missing data" that will eventually reappear? Or am I expected to create new covers for everything with the god-awful new tools? Good grief.
  • Aaron Ozee Biggest problems for me are missing book covers, missing projects, and damaged reputation. When are those problems going to be addressed? If contacting support is the best way forward, why do you give the same canned response each time? My patience is running thin.
    5
  • Stephanie S Lowe Go back to your old system until you are confident of updating seamlessly. I want to have confidence in you but its waning.
    4
  • Alii M. Bek still terrible! Trouble logging in, no sales history, missing cover images. Put it back! Horrid change!
    4
  • Ricky Wilcox Love to buy a proof of my newest book but can't even finish revising and it was already published. Missing it's ISBN and it won't let me finish without getting another one.
  • Nicole Taylor My projects came back. For a day. Now they're gone again. I am beginning to think this will never be resolved and Lulu has blown up its business all by itself. Didn't even need a world pandemic to do it.
    2
  • Robin Bell Another day, another FB update deleting all the previous comments. And still no changes to the site. No sales or revenue information, some book covers missing. What a shambles......
    3
  • Ricky Wilcox I see people complaining about the pay reports changing and even owing money. How can this be if accounting has the reports on another server like they said. Unless these changes are from sales from lulu only.
  • Michael Dorosh still missing a number of projects, covers, and all my revenue data. No change for several days as far as missing items migrating.
    3
  • Don Chuck Carvalho any clue on when the revenue migration will finish? because i really need that part once i work with multiple artists
    2
  • Darshaun McAway I hope the system will be up by Thursday. I have authors needing books shipped.
    2
  • Ricky Wilcox The only changes I'm finally seeing is icons beginning to appear in projects.Still can't use them or the site though.
  • Ricky Wilcox Will there be any financial compensation for the lost work and missing books off of Amazon?
    5
  • Sares Knipping Is anyone else not able to get into the shop at all??
    1
  • Lisa Rene Now my revenue is saying minus .. like I owe you .. please get this fixed .. it’s not showing how many books I sold .. this is beyond ridiculous ! 3 weeks and you still don’t have the errors complete .. I am a patient person but I have my limits .. what will you compensate us ?
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To Our Valued Lulu Family of Creators,

I want to extend my sincere apologies to those of you who have experienced issues resulting from our new site release over the last 48 hours. All of us at Lulu appreciate your patience as we work through these issues. We know that, for some of you, this is a big disruption in your life and we can’t apologize enough for that. We value each and every one of our creators and understand the trust you put in us when you upload your content to... our platform, which is what makes this situation even more urgent for us all.

A few things to note:

- About 18-20% of users are still having issues logging into their accounts. This is our top priority bug and we’re very close to a fix for this one. We will share updates on an estimated timeline and solutions as soon as the information becomes available.

- The massive migration of projects and account information - including sales and revenue data - is taking longer than initially anticipated. If you are still missing data, rest assured that your books and your account information are all still saved and will be available as soon as possible.

- Sales have remained steady as we continue to migrate the last of the books into the new bookstore. Over 95% of books are available for purchase. We should reach 100% by Tuesday morning.

- Spotlight pages are now available and your spotlight URLs should all be working again.

We will continue to post updates as frequently as possible.

This update was the largest we’ve ever done and like any technical endeavor of this size, there are often complications that can’t be anticipated. Despite our careful preparation, a couple of these issues have gotten the best of us right now. We have been working around the clock to fix any outstanding bugs and answer the inquiries submitted to our support team. I’m confident that we can make it right for each of you and I remain excited to share the version of our platform we've been building towards for years.

Kathy Hensgen
President & COO

We ask that if you are still experiencing any of the issues above, that you visit our FAQ page here: https://whatsnew.lulu.com/
And that you submit a support request here: https://help.lulu.com/s/contactsupport?language=en_US

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