Troubleshooting & FAQ

Find solutions to common issues below. If your question is not answered here, please visit our Support page.

What are the differences between the Starter, Premium, and Lifetime plans?

The Starter plan is free and allows you to generate certificates with some usage limits (25 products, 50 orders). The Premium plan is a monthly or annual subscription that unlocks unlimited usage and automation features like e-commerce sync. The Lifetime plan gives you all Premium features forever for a single one-time payment. See our pricing page for a full comparison.

Why can’t I generate a certificate for an order?

This is usually because one or more products in the order are not yet in your catalog or are missing required information.

1. Go to the Reconciliation page to see if there are unrecognized SKUs from the order. Add them to your catalog.
2. Go to the Products page and ensure the relevant products have a valid HS Code and Country of Origin.

How do I move my data to a new computer?

Use the Export/Import feature to transfer your data between devices:

1. On your current device: Go to Settings > Data and click Export Data
2. Transfer the file: Move the downloaded JSON file to your new device via email, USB drive, or cloud storage
3. On your new device: Open COO Studio, go to Settings > Data, and click Import Data

What happens if I clear my browser cache?

Your local COO Studio data will be erased if you clear your browser’s storage. To prevent data loss:

• Use the Export Data feature regularly to backup your certificates and products
• Store the exported JSON files in a secure location
• Import your data back if you accidentally clear your browser storage

I forgot my passphrase. Can I recover my data?

Unfortunately, no. For security reasons, your passphrase is never stored or transmitted. It is used to derive the encryption key that protects your local data. Without the passphrase, the data is mathematically impossible to decrypt. We have no way to recover it for you. Please ensure you store your passphrase in a secure password manager.

Why did my product import fail?

The most common reason for import failure is a formatting issue in the CSV file.

• Ensure your file is a valid .csv file
• Check that the column headers are correct
• Use the Download Sample CSV button on the Import Data page to get a template with the correct format

Does COO Studio work offline?

Yes! After the first load, COO Studio works completely offline. You can generate certificates without an internet connection. Internet access is only required for:

• First-time app loading
• WooCommerce and Shopify integrations (Pro feature)
• Accessing this documentation

Is my data secure in the browser?

Absolutely. COO Studio uses your browser’s secure local storage with encryption. Your sensitive trade data:

• Never leaves your device
• Is encrypted before being stored
• Is never uploaded to our servers
• Remains completely private to you

Can I use COO Studio on multiple devices?

Yes! Use the Export/Import feature to sync your data across devices:

1. Export your data from your primary device
2. Import it on your other devices
3. Remember to export regularly to keep your backup current