What happens?
When opening the Promob Downloader, the message An error occurred while loading the account lo. Try again or contact our support team is displayed.
Why does it happen?
This situation occurs because the Promob subscription has expired, there are no products associated with the account, or you logged in with an email that is not linked to the account.
What to do?
Solution 1: Check if you have Promob products in the account and if the subscription is active
1. Access the Promob Portal and log into your account.
2. Go to the Subscriptions - Manage menu.
3. Check if you have Promob listed and if it has a green status.
4. If the subscription is not active and shows a yellow status (expired), you need to Renew your Subscription.
Solution 2: Check the email linked to the account
1. In the Promob Portal, go to the Account Settings - Manage Users menu.
2. Check if the email you are using is linked to the account that has an active Promob. If not, add the email to the account or use an existing email that is already registered.
Solution 3: Select the account that has an active Promob
1. If the email is linked to more than one account in the Promob Portal, you can switch between accounts within the Promob Downloader to show the products associated with it. To do this, click Close on the message.
2. In the Account field, switch to the desired account that has Promob for download.
3. If the issue persists, open a support request with Promob Support.