> ## Documentation Index > Fetch the complete documentation index at: https://docs.luxima.io/llms.txt > Use this file to discover all available pages before exploring further. # Frequently asked questions > Short answers to common questions, with links to the full guides. ## Passports and QR codes > [accordion] Why does my QR code open a 'Passport not found' page? > > The passport is not published, or the product is in the trash. Open the product and click **Publish**. See [Publish a passport](https://docs.luxima.io/products/publish.md). > [accordion] Why does my passport say 'Passport paused'? > > The passport was paused, either by someone in your team or because your company is over its plan's passport limit. See [Publish a passport](https://docs.luxima.io/products/publish.md). > [accordion] Will my printed QR codes keep working if I change the product? > > Yes. The link stays the same and the passport shows the new data. They also keep working if you add a GTIN later, merge products or add your own domain. See [Links and QR codes](https://docs.luxima.io/passports/links-and-qr-codes.md). > [accordion] Do I need a GTIN? > > No, but we recommend it. A variant with a valid GTIN gets a GS1 Digital Link and a scannable barcode on its label. Without one it gets a Luxima ID link. See [Key concepts](https://docs.luxima.io/getting-started/key-concepts.md). > [accordion] Why is a section missing from my passport? > > Sections and fields with no data are left out, and sections can be hidden in the design builder. Check the product's data and your [passport design](https://docs.luxima.io/passports/sections-and-blocks.md). > [accordion] Can I remove 'Powered by Luxima'? > > No. It is shown on every passport, on every plan. > [accordion] Is the passport available in other languages? > > Passports are in English. ## Products and data > [accordion] Why are there two different completeness percentages? > > The Passports page and the product editor check slightly different things, so the two numbers can differ. See [Completeness and status](https://docs.luxima.io/products/completeness.md). > [accordion] Why can't I save my product? > > The most common reasons are a fibre composition that does not add up to 100%, a supply-chain stage without a name, or an empty product name. See [Materials](https://docs.luxima.io/products/materials.md). > [accordion] My import created a separate product for every size. What now? > > Select them on the Passports page and click **Merge into one product**. See [Merge products](https://docs.luxima.io/products/merge-products.md). For next time, check the grouping rule before you import. See [Import a spreadsheet](https://docs.luxima.io/import-export/import-a-spreadsheet.md). > [accordion] Can I get a deleted product back? > > From the trash, yes. Once it is deleted permanently, no. See [Archive and delete](https://docs.luxima.io/products/archive-and-delete.md). > [accordion] Are AI estimates shown to customers? > > An estimated fibre composition is marked as estimated on the passport until you confirm it. Impact figures are tagged as estimated or declared. See [Environmental impact](https://docs.luxima.io/products/environmental-impact.md). ## Plans and billing > [accordion] How are passports counted? > > Each size or colour of an active product is one passport. Products in the trash and archived products are not counted. See [Plans and the free trial](https://docs.luxima.io/getting-started/plans-and-trial.md). > [accordion] What happens when my trial ends? > > With a card on file, your plan continues and billing starts. Without one, your company moves to Free and passports over the Free limit are paused. See [Plans and the free trial](https://docs.luxima.io/getting-started/plans-and-trial.md). > [accordion] Do I lose my data if I downgrade? > > No. Passports over the new limit are paused, not deleted. See [Change or cancel your plan](https://docs.luxima.io/account/change-or-cancel-plan.md). > [accordion] How do I get label printing? > > It is a paid add-on for Starter, Growth and Enterprise. Open **Label design** and click **Talk to sales**. See [How label printing works](https://docs.luxima.io/printing/overview.md). ## Team and access > [accordion] A page is missing from my menu. > > Your role has no access to that area. Ask an Owner or Admin. See [Roles and permissions](https://docs.luxima.io/company/roles.md). > [accordion] A page in my menu has a lock on it. > > Your plan does not include it. Open the page to see which plan does. > [accordion] How do I remove someone from my team? > > Switch off their **Account access**. See [Users and team](https://docs.luxima.io/company/users-and-team.md). > [accordion] Can I change my email address? > > Not in the app. See [My account](https://docs.luxima.io/account/my-account.md). ## Label printing > [accordion] My labels print at the wrong size. > > On a label printer, set the paper size in the printer's settings to your label's size. From the browser, print at 100% with no margins. See [Printers and settings on Windows](https://docs.luxima.io/printing/windows-printers-and-settings.md) and [Print from the browser](https://docs.luxima.io/printing/print-from-the-browser.md). > [accordion] The station says there is no label. > > Activate a version of a label design and set a company default, or link a design to the station. See [Activate and assign labels](https://docs.luxima.io/printing/activate-and-assign.md). > [accordion] Can a station print without internet? > > The Windows and mobile apps can, for a limited number of days. The in-browser printer cannot. See [How label printing works](https://docs.luxima.io/printing/overview.md). > [accordion] My station code does not work. > > Codes work once and for 15 minutes. Ask your admin for a new one. See [Print stations](https://docs.luxima.io/printing/print-stations.md). Still stuck? [Contact support](https://docs.luxima.io/help/contact-support.md). 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