Skip to content

Contact Support

You can reach the BI Pixie support team by email or through the website. The sections below list what to check first and what to include in your message.

Before You Contact Us

  1. Check the Release Notes, because the issue may already be fixed in a recent update.
  2. Search this user guide, which may already answer your question.
  3. Check the Overview page in the BI Pixie portal, where the usage panel and status banners often explain a current issue, such as an expired plan, an exceeded limit, or blocked refreshes.

Get Support

You can reach us through the following channels:

When Contacting Support

To help us resolve your issue faster, please include:

  • Your account email and license key (found on the Account page).
  • The workspace name and report names involved.
  • A description of the issue, including what you expected to happen and what actually happened.
  • Screenshots of any error messages or unexpected behavior.
  • If the issue is about adding Pixies, the log from the Add Pixies page. To copy it, select See details, and then select Copy logs.

Common Troubleshooting

Issue What to Check
No events appearing Use the Check for events tool on the Managed Reports page to verify events are being captured. Make sure someone has opened and used the report since you added Pixies to it.
Dashboard not loading data Verify the SAS Token on the semantic model is current. Check that the semantic model refresh is configured.
Plan limits exceeded Review the Plan Usage section on the Usage tab of the Account page to see which limit was reached. Every plan includes a fair-use allowance of sessions across your tracked reports, and going over the allowance never adds a charge.
Data refresh blocked The Plan Usage section on the Usage tab of the Account page shows when refresh access is restored. Refreshes are blocked when the daily refresh limit is reached.
Cannot add more reports You may have reached your plan's tracked-item limit. Check your usage on the Overview page or the Account page. Upgrading your plan adds more tracked items. Deleting a report on the Managed Reports page stops tracking and removes its collected events, but your tracked items count does not go down.

Related Resources