June 12th Update

We are continuing to work through the large amount of cases submitted over the last few weeks, but please note, we have a small in-house support staff, and some of the reported issues require extra attention. For faster resolution on any of these specific issues listed below, please submit the form at this link: https://bit.ly/3cPVDSs
- missing or incorrect cover thumbnails
- missing projects...
- unable to download files
- unable to Add to Cart
- previously approved projects incorrectly requiring proof purchase

Please note that this form does not connect to our support team, only fast-tracks resolutions for these specific issues - you will not receive a response for this form. Our developers receive the form submissions daily and run the fixes on an ongoing basis. If you need to speak to a member of our support team, please submit a ticket at the link shared below.

- At this time all creator sales revenue that has accrued since the April 25th site update is reported accurately in your accounts. All revenue payments are being paid out on time and in full. We are gearing up to pay May revenue in mid-June, in two installments, one for retail sales and one for Lulu sales.

- We are continuing efforts to restore Historic revenue and sales data from prior to April 25th. It is important to us that we are able to display this data in your accounts accurately, and we will continue working to solve this issue as diligently as possible.

- We are making progress with a distribution issue causing some projects to incorrectly require proof copies; we estimate resolution for those affected to be late next week. Please do not purchase an additional proof if your book was previously approved for distribution. However, if you are having this issue and need resolution faster, please use the form above for an expedited account fix.

Please note that any remaining issues not listed above are on a case-by-case basis. If you are still experiencing any problems, please report that issue through our email case submission form at this link: https://help.lulu.com/s/contactsupport.

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  • Gurki Bär Finally, the sales figures are here: Apparently, not only have my books been sold without a margin in the last seven or eight years, but they haven't been sold at all. And I was lied to all the time (until March) that there were sales!

    Or perhaps, contrary to what was announced, the sales figures have still not migrated and blown away somewhere in the vastness of the Wild West? https://lulu.boards.net
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  • Top-Fan
    Jennifer Tanabe Well, another week, another update with the same lack of progress. I can say I used all the ways to get help, and a couple of projects got their cover images fixed but new ones lost theirs, and the distribution pending issue was resolved on some projects but appeared on another. Seems like any steps forward are cancelled out by the steps back. And that's not even getting started on the revenue issues.
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  • Alan Hayes Even if you fix the issues it doesn't change the fact that the software isn't fit for purpose. What a shambles.
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    • Gurki Bär Among the authors in the independent Lulu forum at https://lulu.boards.net there are also a few computer scientists. According to them and some hints from Lulu, the old system was not renewed, but a new system was created. Presumably, the new system is quite stable and runs well.

      On the other hand, the migration of the old data to the new system has apparently been completely underestimated and got out of hand. This is extremely annoying for us. But also for Lulu, because they earn money by selling from the enormously large stock of books from the past 18 years.
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    • Alan Hayes It means nothing if its "stable" and "works well" if it's not user-friendly, lacks the functionality that was previously available (surely an 'upgrade' - and I mean in terms of better software, not something based on old software - should give the old functionality and ADD to it). Bluntly, I have very little control over my books or how I manage them with the new Lulu software. I've been with Lulu since 2011 and I've never felt so completely fed up with self-publishing. Lulu have shot themselves in the foot. Trouble is, they've hugely inconvenienced creators with their actions and caused many to lose business.
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    • Mike Luoma Alan Hayes Truth. Totally screwed up my release schedule, had to work around them. They don't seem to give a crap about indie DIY authors, really.
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    • Steve Frey Ricky Wilcox getting rid of the author's ability to offer a discount to people buying directly from Lulu (instead of Amazon) has absolutely killed all my sales.
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    • Alan Hayes Yep. It's completely destroyed my marketing model.
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    • Todd Mikosh "It was working just fine until I tried to use it!"
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    • Mik Thomas They are not able to fix anything. I haven't had big troubles so far. Last week my projects vanished but were still available in the shops. Today one book went missing from the store. I think they all will within the next days. Lulu is done!
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    • John Lyon Lulu clearly did not test their ability to migrate the data before putting the new system live. This will be incomprehensible to anyone who has worked with databases, for two reasons:

      1. data storage will be structured differently in the new system       and data from the legacy system must be 'extracted' to the structure of the new system in order to load .

      2. in any database which has been used over a long time, data storage will have changed to reflect varying management or other requirements at different times. Data extracts must therefore also take account of the variations in the legacy system.

      This is not simply a technical failure, although technical/project management failure it certainly is. This is also a failure of corporate management to understand the nature of what they were embarking on. There was literally no risk inherent in this situation. Data migration is not rocket science. They could have tested data extracts and fixed the source data as often as necessary to get it to load before running the live migration. The risk arose in someone's attempt to deliver the project without expertise, and in the failure to manage that risk.
    • Raffaele Castelli Gurki Bär Il nuovo software lo ha generato un incompetente. Anche io sono un informatico e si vede subito come Lulu si sia affidata a personaggi non all'altezza. Funzionava ed era stabile prima, adesso è un casino, un groviglio di dati che non sanno come organizzare e che hanno anche confuso. Ormai ho trasferito i miei libri su KDP e così farò con quelli dei miei clienti. Se chiederemo i danni con una class action, Lulu fallirà.
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    • Gurki Bär Raffaele Castelli Sono a conoscenza di problemi che sono stati segnalati durante il beta test e che non sono stati ancora risolti. Queste sono cose che non devono accadere. Dopotutto, non c'era bisogno di eseguire l'aggiornamento ora. Il vecchio sito avrebbe funzionato fino a dicembre 2020.

      I know of bugs that were reported during the beta test and have not been fixed yet. These are things that should not happen. After all, there was no need to perform the update now. The old site would have worked until December 2020. https://lulu.boards.net
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  • Top-Fan
    John Chenery It's always gonna be fixed 'by next week'! How many more 'next weeks' will it take to regain access to my projects?
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  • Trina Talma Still waiting to find out why the links to my files and the option to retire a project have disappeared. Doesn't seem like an improvement!
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  • Melanie Gass It’s 2 months in. As someone who did this for a living for years, there just no way you could drag a resolution out this long. You could hire a team who knows what they are doing. And you could transfer your marketing costs promoting this horrible new experience to hiring support and fixing it. I still can’t log in, and still can’t get support after waiting 2 months. Worst migration ever.
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    • Mike Luoma A month now since the site glitched when I went to approve a proof. No response, no help. Totally screwing up my release date.
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    • Top-Fan
      Steve Glines Mike Luoma - I've got three books sitting in purgatory. I can't approve them, I can't order them, and I can't find the URL to sell them. WTF?!
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    • Top-Fan
      Author Tara Caribou Exactly. Had a horrifying event like this occur on a site redo some years ago and guess what we did? We hired a bunch of people and went back to the old site until it was usable for our customers. It took less than a month to resolve, though it was just as catastrophic as this one.
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  • Top-Fan
    Kenneth J Kerr The fact that you have finally confessed to a large amount of support requests, as opposed to suggesting they were few in previous updates, is a small progress. One small step along the journey of 1000 miles in restoring confidence in Lulu.
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  • Top-Fan
    Robin Bell It's now June 13th, 2020. Still no sales or revenue data. Just out of curiosity I browsed the site and went to the bookstore. What a shambles. Start your search here, it says, then no options to search by title, author name...... What happened to the Author Spotlight pages? Still required to purchase a proof copy of a book previously approved - resolution 'later next week'. Oh really? Another promise......
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    • Gurki Bär I agree, just one point (copied from Lulu): "Please do not purchase an additional proof if your book was previously approved for distribution. However, if you are having this issue and need resolution faster, please use the form above for an expedited account fix." To discuss the problems, you may move to the former lulu-forum (now independent), as there discussions remains and are not deleted very friday: https://lulu.boards.net
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  • Eric Eaklor How many of us are still here? I'm only staying out of (probably misguided) loyalty and hope that the mess will get straightened out eventually. There is every likelihood that I will jump ship as well since the issues that bother me most are unlikely to be changed. (Old-style spotlight pages, better user interface). After over 15 years as a Lulu user it's painful to see them implode so spectacularly. I used to sing their praises and now I can't even think about the horrible, boring thing that has taken its place. Worse is the fact that such considerations are never mentioned in updates and no answer regarding WHY they did this seems to be forthcoming.
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  • Hector Heathwood Sadly, since Lulu won't correct their mistakes, and consistently fail to respond to my communications, I'm for the off.
    As a publisher of Photo Books I always liked having my 'Store' and being able to choose perfect bound softbacks.
    Today I was looking     at a Magcloud magazine, print quality was excellent. While the cover is a lot thinner than I'd like, I'm told the two year old copy I was looking at has worn well.
    For other photographers and visual creators who see this before it gets removed, I'm trying Magcloud, and I'm pretty confident.
    Good luck to you all, hope there's some kinda resolution soon.x
  • Lexie Scott Sent in a support ticket for the dozens of problems I'm facing and received an automated response saying that, due to the number of complaints, they are unable to respond to every support ticket and that my issue had been AUTOMATICALLY MARKED AS RESOLVED. Tried to send a follow up email and no response weeks later.
  • Top-Fan
    Kenneth J Kerr When I read the increasingly diverse list of issues people are having, I sincerely question if Lulu will still be in business by the end of the year. The site is unreliable and a shadow of what it once was. The customer service is grossly overwhelmed. Production quality is hit and miss. Distribution has become a gamble. Their goodwill with their best customers has been strained to where credibility is being lost with equal speed to their customer base. I only come here out of morbid curiosity now, and to keep the decision makers at Lulu who thought this to be an improvement accountable.
  • Hugo Valentin Negron I must be late to the party - so Lulu is no longer offering packaged publishing options (i.e., they format, produce, etc.) with them any more?
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  • Jeffrey Hull LuLu is not allowing a book to show that I want to buy from an author there due to LuLu's own technical incompetence. What exactly is wrong with you LuLu?!? I personally contacted the author, who already went thru all your required complaint-process a month ago. Yet still LuLu does not solve the problems! Does LuLu not want to sell books etc. for lucrative enterprise? Shall LuLu continue to virtue-signal in favor of BLM criminals & Antifa terrorists while also cloaking its incompetence as due to Covid-19 Crisis? Everybody has had it with your poor invalid excuses.
  • Melinda S Reynolds Just change it back like it was! This version is the absolute WORST I have ever seen. Especially the PDF requirement...I can't afford the high cost of PDF programs. I'll have to leave Lulu altogether...
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  • Sabine Symply Please don’t use this site or waste your time. They sent me the wrong interior for my proof and the quality of the book was PURE TRASH. I complained and requested a refund. It took two weeks for them to respond and you know what they did?

    They del    eted my whole account after TEN YEARS claiming copyright infringement for the cover photo of my books.

    Nasty and retaliatory customer service at its worse.

    Let’s not talk about their revised platform being trash!
  • Erewa Kelvin Mene I am not able to access www.lulu.com.
    Also cannot get across to lulu.
    My emails are not attended to in as much as I have sent messages over and over again.
    Also have not not been paid going on a year now.
    This is the situation and would b glad if things are sorted.
    Online Self-Publishing Book & Ebook Company | Lulu
    lulu.com
    Online Self-Publishing Book & Ebook Company | Lulu
    Online Self-Publishing Book & Ebook Company | Lulu
  • Edward Stasheff Submitting a ticket through the link provided only results in an email saying Lulu doesn't have time to deal with your issue right now, and that the ticket has been closed. This has been going on for weeks. Meanwhile, attempts to submit new content doesn't work, and sales for existing content has come to a complete halt. Is there anything your customers can do to resolve these issues? Or is there nothing we can do but wait for week and months until it finally gets fixed?
  • Top-Fan
    Robin Bell You stated '- At this time all creator sales revenue that has accrued since the April 25th site update is reported accurately in your accounts. All revenue payments are being paid out on time and in full. We are gearing up to pay May revenue in mid-June, in two installments, one for retail sales and one for Lulu sales.'
    I beg to differ. Today (June 17) I again checked my sales and revenue - nothing is showing at all. I did a search from April 25 to today - nothing. This despite having received a revenue payment on 17 May for sales up to April 30.......
    No sign of revenue for May sales, of course - perhaps there haven't been any sales? Who knows?
  • Nicole Satchell Estimated Revenue has NOT yet been adjusted back to the original price. You decreased my sales $4 per book. Its been 3 months. This is sad. How do you jump from $14 to $10????????
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  • Val Poore This is the worst mess of any I have seen on any kind of service site. Half my projects are missing, I can only buy in Canadian dollars and not in Euros (who on earth outside Canada knows what a Canadian dollar is worth?), I cannot revise my books without filling in forms for information I don't understand. I've sent all my tax forms through before, but now I have to do it again. There are so many of the old functions missing now it's a joke. We cannot even change the store from which we want to buy. I'm sorry, Lulu, you've totally lost the plot with this one and I'm devastated about my lost projects.
  • James Bishop I am still not seeing any sales. Nothing.
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  • Top-Fan
    Jennifer Tanabe Amazing! I received not one but two revenue payments from Lulu! And one of them actually matches the Sales Revenue on the site. The other one of course is a mystery - must be those "retail sales" which used to show up on the Lulu site before the payments went out.
  • Bonnie Synclaire When will we be able to update our Author Spotlight bios?
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  • Jochen Coenen I would like to have the bookcover creator back online. When will it be?
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  • Lewis Osborne Nehls Stockton Still waiting for my revenue.

    Get your act together.
    6
  • Jer Alford I STILL can't get access to any of my files originally saved on the Lulu website!
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  • Top-Fan
    David Morris Another week of delays, then.
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  • Top-Fan
    Author Tara Caribou I have submitted through that supposed fast-track google forms twice... with no, I repeat, NO response. Nothing. I have submitted other help tickets NO response. I sent in another help ticket through the link above. NOTHING. This is atrocious. Completely unacceptable.
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  • Federico Federici When will a "delete my account" option be set up?
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  • Steve Frey So what exactly did you do Lulu? Are you covering up some sort of fraud? Why not just restore the system? You do have everything backed up, right?
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  • Steve Foster Pdf I have used for years now wont even upload as says transparency and margin issues despite using their template to start with. Submitted ticket from link without response and support on website doesn't submit at all. Turning customers away at present 😠 🤬
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  • Adrian Allan "At this time all creator sales revenue that has accrued since the April 25th site update is reported accurately in your accounts." Please don't lie to me.
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    • Jim Chevallier Yeah, it seems pretty unlikely to me too.

      Not ONE sale in over a month and a half? Not impossible, but mighty rare.
      2
    • Amanda J Harrington I'm glad I'm not the only one seeing a drop like this!
    • Carolyn Gage Nope. First time in 10 years I didn't have a single sale outside the Lulu platform? Why would they tell people this? I have the feeling that maybe the majority of their customers have one memoir book published or something.... Because those of us who are running serious business off their platform are not getting the truth or our needs met.
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    • Carolyn Gage I did Chat on their website today and was told again At this time all creator sales revenue that has accrued since the April 25th site update is reported accurately in your accounts." When I confronted it, the woman told me that distributors take up to 2 months to report income. I let her know that this was not the case with Amazon and that it's been two months. I have never had a month of sales that were only Lulu... maybe my first year, but for sure not for 8 years. So two months with no revenue from them? I don't think so. Nook, iBooks, scribd, Amazon... nada? I am sorry to say that I don't believe them. Her response was did I have some record of these sales. NO. Duh. Lulu has those records. Apparently it seems they are not going to be accountable unless we can prove there were other sales. Is anyone else pursuing this?
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  • John H Baselmans How is it possible that all my 84 books are gone????
  • Frater Aba Does anyone know how to delete or retire a project with this new system?
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  • Perry Pankratz Lulu, you should have left the site alone. If you wanted a face lift, and kept everything else the same, you would be golden. This, this is a train-wreck of a site. You finally gave me a whole cover of my one book, and took another one away. I don't know if you remember back to the May 15, update (I believe it was) when I said, I'd be done migrating my books over to another site, even before you finished with this mess. I finished yesterday. Fourteen books since I began on May 17th, and already, I have $68.13 in sales. I sang the praises of your site for so long, this was my home away from word. If I wasn't there, I was on your site... now, it's just a mess, please go back to the original site, never had an issue, books came to me wrapped with care. If nothing else, do it because you know everyone was happy, Hell, I'd even pay an extra dollar a book if that's what it would take.
  • Veronica Orchound Published a book two weeks ago, its stuck in 'distribution pending review' after I bought and approved a copy. Anyone know how long that is going to take?
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  • John Lyon Interestingly, I have received a small revenue payment for sales to May 31. My Sales & Payments data is still nil, or it was yesterday. Today the page is inaccessible.

    Once this is at an end i feel we should insist on an eternal audit of sales and payments over the period of this catastrophic migration.
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  • Mike Luoma It's now a month to the day since I tried to approve my proof for sale. You have disrupted my release schedule, wasted my money spent on expedited shipping for faster approval, ignored my requests for help, and when I did once get through on Chat told me you couldn't help me. I started with Lulu in 2005. This redesign turned your site into a useless pile of crap, and no one is fixing it or helping anyone. Shame on you. This is disgraceful.
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  • Stan Amster You would think Lulu would have beta tested the site before going live with it. When I put a new site online, I test it forward. Backwards. Up. Down. Left and right before I even think about going live with it. Then, I have my friends test it also. I leave no stone unturned. Apparently, Whoever was in charge of this mess, Never tested out the whole site.. They should bring back the old site until all the bugs are shook out.
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  • John Howell So up until 2 weeks ago I could see all of my past orders (80+ books) but just couldn't download any of them, e-mailed support and so far no response. Now i log in today and my order history is completely empty

    Order History
    You have no orders placed
  • Daniel Escurel Occeno Considered of being the website 100% compatible with Android. Most of Asia have Android in their gadgets of smart cellphones and tablet computers.
  • Top-Fan
    David Morris Surprise! Surprise! I have had my revenue paid. But here's the rub - the amount Lulu say they have sent to PayPal, doesn't tally. What next?
    1 Antwort
  • Top-Fan
    Alana Nana Wood My account information is still incorrect!! I'm being paid A dollar less per book than what I signed up for!!
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  • Top-Fan
    Eliot M. Camarena This is getting monotonous. Another day, another inane change that ruins a book. For YEARS I have sold a popular book, Trade Size, Saddle Stitched, 56 pages. NOW you tell me that this is too many pages! Ok, I have to do a whole revision to make it PERFECT bound. Meaning another cover to redesign - and on top of it THE 56 PAGE ONE IS STILL IN THE BOOKSTORE. Will you PLEASE let me retire it? I'll go along with the revision. But get that other one out of there. I have TWO MORE like that - suddenly listed in my projects as DRAFT but too many pager for the format YET STILL LISTED IN THE BOOK STORE.
    We MUST be able to retire projects.
    Now I will open another ticket...
  • Top-Fan
    Everette Hartsoe I would have spent thousands by this point..but since the crap up date...I barely use this service now...fix it or go back to old site while you work out the kinks...how difficult is that?
  • Bonnie Synclaire Lulu does not have dust jacket hardbacks anymore?🥺
  • Top-Fan
    Everette Hartsoe Just checking to see if LULU is still in business..yikes
    1
  • Simone Elle I need a call back asap you have my book I have been calling for four days and I can't get into my account if I don't get a call today I am going to seek legal actions.
  • Grant Hudson You know, as an independent publisher I'd be quite happy to work with you to try to restore your reputation and recover some of the many customers you must have lost through this website 'upgrade' - you were great for me for 12 years. But I would need to have my own faith restored first, and right now I don't see that happening. We (your disappointed public) probably need daily updates, a lot more actual progress and more personal communication if you want to rebuild Lulu into the brand I previously strongly advocated.
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  • Crystal Tay This is really sad, wish I had known beforehand
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    • John Lyon Yes. Interesting that we were given very little notice and no information about this most significant change. They did not understand what they were doing.
    • Crystal Tay John Lyon I’m trying to see why nobody from Lulu is responding on our post
    • John Lyon I don't think any of us has ever had a response to what we post. It's just a place to let of steam before they delete it. Let's hope some of it is read before deletion, but I suspect not.

      I recently posted my views also on Trust pilot. No response to that either, although some people have had a token response from someone called Tim S. Wouldn't want his job.
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    • Gurki Bär John Lyon This is really incomprehensible. If someone from Lulu would read along here and talk to us honestly and transparently - since the beginning, then there would still be a technical problem, but probably much more trust and maybe even goodwill.

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