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May 26th Update

We’d like to share an update on the continuous progress we’re making towards resolving the last of outstanding issues that some of you have experienced regarding our site launch:

PLEASE NOTE - If you are still experiencing any of the following issues: missing or incorrect cover thumbnails, missing projects, unable to download files, unable to Add to Cart, or previously approved projects incorrectly requiring proof purchase, please submit the form at this link... here for quicker resolution: https://bit.ly/3cPVDSs


SUPPORT

- Live Chat is open and available for minor support questions, and we hope to make Phone Support available again soon; reminder that we are still unable to respond to support requests on social media, including private messages.
- Please create only one support case for ALL issues you may be experiencing. Do not create a single case for each issue or create multiple cases for a single issue. If you need additional help from our support team, please do not open an additional case; instead, reply to the most recent email you received from support.
- If you are still awaiting a response please check junk mail folders or spam filters.
- Before submitting a support request, please read our What’s New page - many of the answers you are looking for are on this page: https://whatsnew.lulu.com/

REVENUE

Sales and payment history is still migrating for all Lulu sales prior to April 25th; it is an ongoing process and should be finished and available in your account by the end of next week. ALL revenue payments are still being paid out accurately and on time.

FILE UPLOAD ISSUES

Some of you are experiencing issues while uploading your new project files, including normalizing your PDF files. We are investigating some possible causes, but we also need to stress how important it is to review our file specifications and adhere to these guidelines when creating your book. For more information on file specifications and guidelines, use our Publishing Toolkit: https://www.lulu.com/publishing-toolkit

RETAIL PRICING ISSUES

Some projects experienced a price change during our update. This was unintended and we are working on correcting this error.


We are committed to resolving these issues as quickly and thoroughly as we can. We understand your frustration, and appreciate your continued patience and support while we work through these remaining issues. Please continue to report any issues you experience that are not mentioned above so that we can work to diagnose the problem and find a resolution on a case-by-case basis.

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  • Gurki Bär If you are missing the comments, information and advices from the former (deleted) post: There is a backup on this site: https://lulu.boards.net/post/3042/thread
    Mistrust | Self Publishing Hub
    lulu.boards.net
    Mistrust | Self Publishing Hub
    Mistrust | Self Publishing Hub
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    • Gurki Bär I did a quick count for you: While our questions and the helpful answers of other Lulu authors are deleted here every few days, the Lulu forum is more consistent: Since the beginning of the year, 261 topics have been covered in a total of 3490 posts. All are still there and can be read. Tips about Lulu, but also alternative possibilities. You find the Lulu forum at https://lulu.boards.net
      Home | Self Publishing Hub
      lulu.boards.net
      Home | Self Publishing Hub
      Home | Self Publishing Hub
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  • Neal Enrick I was a systems analyst for 38 years before retiring recently. I’ve been through countless system upgrades. The fact that their new system is still so bug-ridden months later is an unmitigated disaster of unparalleled proportions. Fire your IT staff (assuming you even have one).
    • 23 Std.
  • Daniel Humbert Since we have to download the book in PDF format, there are always errors. The old site was simpler, we downloaded a word file ... It's a shame because you will lose many customers. You have to go back to the simplicity of the old site to publish books. I’ve been trying for days and it’s not working.
    1
  • Top-Fan
    Kenneth J Kerr How are we supposed to trust you when you tell us everything is being fixed, and yet you still remove previous posts showing how many people are experiencing the negative impact of your tsunami of change? Many of us who have trusted you for more than a decade have completely lost trust in you.
    11
    • Gurki Bär These are quite correct considerations. Of course, the marketing department formulates it a little more beautifully. But if the opposite is always written than of what the business partners (we) experience, then trust really does dwindle. The question of mistrust has already been discussed in the Lulu forum for three weeks. (And: people from Lulu regularly read about it there - so they know exactly, what happens.) https://lulu.boards.net/thread/218/mistrust
      Mistrust | Self Publishing Hub
      lulu.boards.net
      Mistrust | Self Publishing Hub
      Mistrust | Self Publishing Hub
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  • Eden Jameson Gravis I used your form twice and gave it over the requested 48 hours each time. I sent a report request and responded to the automated email (it's the second report request I had sent fyi). Gave that 48 hours as well. No responses. No fixes. I filed a complaint with the BBB today. I'm not asking a lot I just want my stuff fixed. I've never had to do that before. It was an absolute last resort before I jump ship altogether.
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  • Arabella Beatrix Fae Stevenson My book that has in distribution for a few months, is missing interior files (still) and says "distribution review pending". It's already on Amazon and Barnes & Nobel. Plus, when I try to revise a project; it shows that I upload a file, but at the end it acts like I didn't change anything and sends me back to my projects.
    • Shawn McHatton Arabella Beatrix Fae Stevenson one of my books is also listed as pending but seems to be available. I’ve had an unanswered ticket open for about a month.
      2
    • Jyl Anais Mine has been in "distribution review pending" for months and is not showing up in Amazon searches. I am so disappointed in Lulu.
    • Top-Fan
      David Morris Jyl Anais Same here. But a customer bought a copy of the title on Amazon and it was obviously produced by Lulu from the book size.
      1
    • Jyl Anais That's great. I'm happy for you, but it doesn't answer my question. I asked them to resolve this months ago and they didn't then. It's still a problem.
    • Top-Fan
      David Morris Jyl Anais And unlikely they will any time soon.
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  • Top-Fan
    Penni Weston Well according to the tracking of the books I bought, they were brought nearby here 3 days ago and then shipped back to another place that is fairly far from me. I am quite puzzled as to why???? It just makes NO sense at all!!! I don't like Fed Ex. They're an unreliable delivery service.
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    • Jan Vanhellemont Penni Weston This happened to me too. One day, the tracking system told me that my book was at 20 km from my house, the next day it was shipped from there to another country. 😳 Three days later, I got it 🙄
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  • Richard Zimdars Still no link to Author Spotlight. Books already approved for distribution years ago say I still need to order a proof to approve distribution. Still hopeful your site will become better, but not feeling optimistic.
    2
    • Jeff Folger they don't talk to us directly and that is the biggest failure, their customer service
      1
    • Top-Fan
      Eliot M. Camarena I used the chat option yesterday. It works now.
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  • Marko Obradovic Hi, can anyone please tell me when will revenue be paid? On what date? Thanks.
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  • Darren Lamb Thank you for fixing most of the issues. the only one i have now is the file upload not finalizing.
    1
    • Top-Fan
      Alana Nana Wood Darren Lamb I have the same issue
    • Michael Bell Ditto - I can upload as a new project but not as a revision to an existing project. So it is not the file itself.
    • Bennie Cromwell I had this problem -it would stop half way through normalizing. I managed to fix it by compressing my PDF. Shame you can no longer upload multiple PDFs to create one project though?? The new project wizard is dreadful.
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  • Mick Mercer No news on when we are able to delete files? Incredible! Retired projects turning up as available again is NOT acceptable.
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  • Top-Fan
    Myra Singleton Johnson Today I can't even sign in! 4 books are still missing off the Bookstore list. Can't access my account at all!
    1
    • Top-Fan
      Eliot M. Camarena When your books return check the retail price. All the books I had that were missing were returned with ridiculously low, arbitrary retail prices - putting me in the weird position of hoping nobody buys those books.
      To change the book price back to wha      t it was requires an ENTIRE revision of the WHOLE book - and then we must PURCHASE of a proof copy to make sure the revision worked with this new set-up.
      We have to pay money to fix lulu's mistake!
      That's rubbing salt in the wound. I hope they allow us to get a free proof if we revised a project because of their error.
      Best of luck to you with your projects, Myra Singleton Johnson!
      1
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  • Gary Hill Just an update. I managed to get a support chat done today. I had basically four issues. Two were resolved - or at least are on the road to being resolved. The other two are permanent changes that I'm not happy about, but will have to live with - despite the extensive investment in time and the wasted business cards (since the address change on my spotlight is permanent rendering boxes of cards worthless).
  • Top-Fan
    John Chenery "You Haven't Started Any Projects" - I wonder what I've been doing for the last 3 years. Lulu's checks that the migration has worked is left up to us. This is no way to treat your customers!
    3
  • Carolyn Gage Distressed to hear that all payments are being made on time. This is not true. I have not received any money for Amazon sales, or other outlets. Sounds like Lulu is going to keep that money and tell me that for the first time in over a decade, I have had no sales except from the Lulu website? Also, annoyed to hear "reply to your last email from Lulu." Those emails are "noreply" emails. I am missing money, one title, and have about twenty titles stuck in revision. My Projects is so completely full of bugs I hate to use it. I would need a Chat person to work with me for about three hours to get through all the issues. I'm so disappointed in Lulu. Especially hearing that they have paid me in full. They have NOT.
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  • Tony Ellis You say Live Chat is open. I can't see it anywhere (it used to pop up automatically). How do I access it?
    1
    „Am relevantesten“ wurde ausgewählt. Einige wurden daher möglicherweise verschoben.
    „Am relevantesten“ wurde ausgewählt. Einige wurden daher möglicherweise verschoben.
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  • Jan Vanhellemont Facebook informs me that I should claim a Lulu topfan badge. They are so wrong. I just come to watch every day to see when and how I will be able to log in to Lulu from my iPhone. So far, I still can’t. 👿👹👺☠️
  • Top-Fan
    Robin Bell As far as I can see almost nothing has changed since the last post. Still showing no payment/revue despite the fact that I received a payment for sales a few days ago. Many of my books that have been available on Amazon etc, for a couple of years are still showing as Distribution Review Pending and one even wants me to order a new proof copy. I have lost the remainder of my faith in Lulu......
    1
  • Neal Enrick Does anybody know why there’s no option to edit the author’s spotlight page? Other than complete incompetence on Lulu’s part I mean.
    • 23 Std.
  • Erewa Kelvin Mene The page www.lulu.com is not accessible.
    I have tried to open it a thousand times but to no avail.
    I have also not received any royalty payments going on a year now.
    My request requires prompt attention and intervention.
    I am author of (I WOULD RATHER BE ME) written in honor of the legacy of Nelson Mandela.

    https://www.kobo.com/.../i-would-rather-be-me-a-timely...
    Online Self-Publishing Book & Ebook Company | Lulu
    lulu.com
    Online Self-Publishing Book & Ebook Company | Lulu
    Online Self-Publishing Book & Ebook Company | Lulu
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  • Don Ikechukwu Clerricuzio It's been more than three months now and three times contact made to lulu about an order I made, yet till date, no response concerning the order I made. I don't know if it has been thrown into the ocean
  • Jer Alford How do access my files originally saved on the Lulu website?
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  • Candace Magner My thumbnail covers are now fixed, hooray! I still have 2 items I'm unable to add to cart.
  • Diane Simmler I want to change my price. How do I do it?
    1
    • Top-Fan
      Eliot M. Camarena I asked the Chat Support about that yesterday. To change a price we need to do an entire revision!
      Here's what the support person told me:
      "At the moment, revising projects is the only way to adjust the price, which would then require purchasing a new       ...Mehr anzeigen
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  • Adrian Allan I have made sales on Amazon but they have not been listed and i have not been paid for these. Are you going to keep my money?
    1
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  • Top-Fan
    Nick Armbrister i published 3 titles with lulu since the disastrous and uneeded update. my new books went listed on other sites like amazon etc so i had to also publish 2 of them on amazon kindle and smashwords for the site listing. also hope my other issues like lack of royalty listing (tho i was still paid. just wanna see my sales title wise), wrong book pricing, already ordered hard copies etc is sorted. thanx.
  • Top-Fan
    Ruthie Spoonemore Lulu.com are you going to add back the preview option? My journals are more than lined pages, they have images on the interior pages
    Online Self-Publishing Book & Ebook Company | Lulu
    lulu.com
    Online Self-Publishing Book & Ebook Company | Lulu
    Online Self-Publishing Book & Ebook Company | Lulu
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  • Josef Silvia Looking forward to reporting them to the Better Business Bureau.
    2
  • Leah Lesesne Any update on when calendars will be available again?
    1
  • Top-Fan
    Eliot M. Camarena Why Must I Pay To Correct Lulu's Mistakes?
    THE PROBLEM
    Please consider this:
    I have several projects that I must completely revise now ONLY because Lulu drastically reduced my listed selling price in the migration. That is something Lulu should take responsibility for.

    It seems that when a book was "lost" in the upgrade process and Lulu recovered it, you assigned it a new, arbitrary, selling price that is way, way out of line with my original selling price. I am now in the strange position of hoping nobody buys those books.

    To fix your pricing mistake, I must submit an entire new project revision. Why can’t we just have a simple button to change a price?

    More to the point, with a new revision I will need to buy a proof copy to make sure the new system worked. I don't see why I should have to spend money to fix your mistake - and I certainly cannot do a revision without getting a proof now that the system has been changed. I need to know the book looks all right.

    CUSTOMER GOOD WILL
    For the sake of customer goodwill, I think Lulu should provide a free proof copy of a revison – but ONLY if the project had to be revised because of Lulu's error.

    That is only fair and equitable.

    To make a creator pay for Lulu's mistake is very bad customer relations. It is like rubbing salt in a wound. It looks like Lulu is profiting off of their own carelessness.

    I see from this Facebook page that this requirement is indeed making many people angry. We're only talking a few dollars here, and it will go a long way towards creating good will with your users - many of whom now are very upset - as you know.

    PAST EXAMPLES
    Twice in the 13 years that I have been using Lulu, something went wrong with the shipping.

    One package was lost, another arrived damaged. Lulu IMMEDIATELY sent replacements free of charge.
    That was fantastic! And a small gesture like sending a free proof to people who must correct your mistake will repay itself many times over in customer good will.

    Again, I hope that you will do this but ONLY in the case of a revision being necessary because of Lulu's mistake.
    3
  • Top-Fan
    Kenneth J Kerr How can we get across to Lulu the true impact of what they have done?

    For many years I have been an author. Now I am an author without a book, because I will not even try to use them until there are no further reports of omissions, errors, etc.

    An author without a book faces existential, economic, and identity angst.

    Lulu has done to their longterm authors exactly what the covid lockdown has done for many businesses. Their changes have shut us down and prevented us from working, or even planning our future.

    And instead of admitting they f@@ked up (strongest word to emotionally convey the truth), they try to placate us with nonsense updates that suggest only a few people are having problems.

    No Lulu. It is all of us.

    We liked being able to upload word files and have your system convert to the correct pdf settings without any frustration.

    We liked the ability to control our prices, distribution, status of project, and more.

    We liked the way we could revise a product without the demand of ordering a proof for every punctuation change we made.

    We liked that you acted as a file storage during those times we upgraded to a new computer.

    These have changed, even if you ever get your technical and operational acts together.

    These things drew many of us to you, and kept us loyal to you, as customers, partners, and advocates, in my case for 12 years.

    But now, I am an author without a book. I am disillusioned by you, disappointed in you, distrusting of you, and disgusted at you.

    I am a ship dead in the water. No books to sell because I would not trust you to mail a marketable product to any reader of mine. I am looking at other companies, but feel worn down at the thought of learning new systems, or facing massive upfront costs for each title.

    I am even considering giving up the author dream.

    And I bet I am not alone in the legion of those authors disrupted by your incompetence.

    So, when you feed us puerile attempts at placating us with half truths, please see the true impact of what you have done to the people upon whom your company was built.

    I will copy this message and upload it every time you delete the comments from previous updates!
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  • Vic Chrétien Hello, does anyone know how can i change my paypal email address under each project ? everytime I enter the new one and click save it comes back to the old one... help !
    ...

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Familiar with Lulu xPress? You might recognize some features on the new site!

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an easy and hassle-free way to publish. Great people with a great product.
10. Mai
I have used lulu for my book for 10 years and they have done a great job. Customer service has alway...s been a little hard to navigate but via email they do help eventually. The upgrade issue has made things really difficult. I am uploading a new book soon and thinking about Ingram Spark whose customer service is better and site easier to navigate..except they do not let you direct sell the book and won't ship it for you. Everything goes through a middle man (book retailers) Anyone know any other self publisher you can direct sell with? Anyone know how to delete a project? Anyone know if lulu has Spanish translation services? Thanks! Mehr anzeigen
15. Mai
When I tried editing my book it created a thick book, two books in one: one with the first print an...d another one with the editing back to back. Speaking on it is in vain as I have tried to fix this for years. Number two, I am not able to order my own books to take with me to book signing. So all this time I have been loosing money that's since its printing in 2007. To this day July 2018 no one has been able to tell me how I can order my own book.
Sometimes I buy my own book at retail price when co-workers ask for it an with the shipping I make no money at all, just making it available for them...like I said been just losing money all this time. How can I rate it good if I haven't been able to have a single book signing?
Oh and let's not mention all the money I paid 4 years ago $697.00 for global publishing and didn't make a single cent from that to this day. What was the point in that?
Ever seen experiments where animals act with learned helplessness? Well, that's at the point where I'm at. I do nothing all these years because I have learned talking to Lulu doesn't help - it's called "learned helplessness." Mehr anzeigen
18. Juli 2018
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Whatever you create, Team Lulu is here for you every step of the way. Get creative with us:

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Over 120 tattoo artists collaborated on this incredible book to raise money for the World Health Organization! Stay Home and fight Covid-19 with these amazing artists: https://bit.ly/2Sh390z

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  • Michelle M Smith will be getting one when i have enough funds (which i hope there will be a book there for me 🤞🏽🤞🏽) great idea
    1
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  • Don Chuck Carvalho Thanks for sharing 🙇🏻‍♂️🙇🏻‍♂️🙇🏻‍♂️
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      Lulu.com Happy to! Good luck with the fundraising efforts!!
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Want to know what your book is going to cost before you upload your project? No problem! Our new calculator lets you click through all the different combinations of book sizes, binding types, interior style, and more to help you determine the projected cost of your book.

Three days until we launch our new site!

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  • David Wells we used to be able to choose our book size at the beginning. Now it's toward the end and then YOU choose the fit. We used to be able to download our word documents in seconds- now I had to spend an hour trying to figure out how to change my word into p...Mehr anzeigen
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  • Susan Joyner-Stumpf So on the the template. Where do you drop your image? inside the inner most dark blue lines? Or on top of the light blue lines? Never did this one piece before. Never had to. Can anyone help me here? Where do I drop my cover images? Inside the dark blue line or over it, and over the light blue? I don't know. I can't post a sample of the screen shot here
    • 3 W
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Want a sneak peek at one of the new updates we're most excited about? Meet the new Lulu Services Marketplace: https://bit.ly/350w9i2

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  • Philip Baker I wish Lulu would stop using the word 'excited' about the new site ! While so many of us are tearing our hair out with frustration and annoyance, it's just an insult to us. The old site was fine, it really was.
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