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
- Check the Release Notes, because the issue may already be fixed in a recent update.
- Search this user guide, which may already answer your question.
- Check the Overview view in the BI Pixie item, where the usage panel and status banners often explain a current issue, such as an expired plan, an exceeded limit, or blocked refreshes.
- Check the progress panel in the BI Pixie item, where Add, Update, and Remove Pixies runs show their status, per-report results, and errors. See Managed Reports.
Get Support
You can reach us through the following channels:
- Email: Contact us at support@bipixie.com.
- Website: Use the support form at bipixie.com/support, or the contact page.
When Contacting Support
To help us resolve your issue faster, please include:
- Your account email and the subscription details from the Account view.
- The Microsoft Fabric workspace name, the BI Pixie item name, and the affected report names.
- A description of the issue, including what you expected to happen and what actually happened.
- Screenshots of any error messages or unexpected behavior in the BI Pixie item.
- The Add Pixies log from the Add Pixies tab (if the issue is related to adding Pixies).
Common Troubleshooting
| Issue | What to Check |
|---|---|
| No events appearing | Use the Events pane in the Managed Reports view to verify events are being captured. See Test Events for the steps. Make sure you have interacted with the report after the Pixies were added. |
| Dashboard not loading data | A freshly installed Dashboard starts empty until the BI Pixie ETL notebook has run. Select Refresh data on the BI Pixie Dashboard card in the Overview view and check that the run completed. See Set up BI Pixie Dashboard. |
| Subscription limits exceeded | Review the Plan Usage section on the Usage tab of the Account view to see your tracked items and daily full data reloads. Your cost is always fixed, and reaching a limit never adds charges. |
| Data refresh blocked | The Account view shows when refresh access is restored. Refreshes are blocked when the daily refresh limit is reached. |
| Cannot add more reports | You may have used all of your plan's tracked items. Check usage on the Overview view or the Account view. Upgrading your plan adds more tracked items. Deleting a report on the Managed Reports view stops tracking and removes its collected events, but your tracked items count does not go down. |
| Long-running job appears stuck | Open the BI Pixie item's progress panel for the run's status, per-report results, and error details. See Managed Reports. |
Related Resources
- Account: Your subscription and plan usage details.
- Data Management: Manage data retention and user privacy.
- Team Access: Workspace roles and what each role can do in BI Pixie.
- Support: Visit the support page for additional help and contact options.