Start here when something looks wrong
Most Lokom problems are configuration, not failure. Work down this table before digging.
| What you're seeing | Most likely cause | Go to |
|---|---|---|
| A rep's commission is missing or zero | No role, no plan, or the plan is still a draft | A rep sees no commission |
| Numbers are stale or a red banner mentions Pipedrive | Connection broken or a sync failed | Pipedrive isn't syncing |
| Cannot close period: N blocking issues remain | Statements still pending or rejected | A period won't close |
| Activate is blocked or greyed | No draft, closed period, or no upcoming periods | A plan won't activate |
| Payment failed, or you can't upgrade | Card, address or a Stripe hiccup | Billing and payment problems |
| You or a teammate can't get in | Wrong workspace, expired invite, or no link | You can't sign in |
| One person's number is disputed | Wrong role for the period, an override, or attribution | Look up one person |
| A deal is paying nobody, or the wrong person | Unmatched owner, or the wrong period event | Check and exclude deals |
The three checks that solve most tickets
Before anything else, confirm all three:
- Is Pipedrive connected? Organization → Data Sources should say Pipedrive connected.
- Is a period open? If Lokom says No open period, closing deals cannot be attributed to anyone. → Set up your workspace
- Is the plan live? A
draftplan calculates nothing. Plans should showactive.
Reading Lokom's warning colours
- Toast (bottom corner) — the action you just took succeeded or failed. Transient.
- Banner (top of page) — something is wrong right now and will stay wrong until you fix it. Connection loss and sync failure show here.
- Chip or tooltip on a row — that specific record needs attention.
When to contact support
Email support@lokom.org when:
- A message tells you to ("if the issue persists, contact support").
- A payout figure is wrong and you cannot explain it from the deal and the rule behind it.
- Billing shows a currency or subscription state you can't change from the app.
- You need help recovering from a deletion inside the 14-day grace period.
Include your workspace name, the period, and the rep or deal involved. Never send your password or a card number.