Contact Support
Need help with BI Pixie? We are here to assist you.
Before You Contact Us
- Check the Release Notes — We may have already fixed the issue in a recent update.
- Review this User Guide — The answer to your question may be covered in one of the guide pages.
- Check the Overview view in the BI Pixie item — The usage panel and status banners often provide context about current issues (for example, subscription expiration, exceeded limits, refresh blocks).
- Check the Microsoft Fabric Monitoring Hub — Long-running BI Pixie jobs and their status appear there.
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 name(s).
- 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 Test Events view in the BI Pixie item to verify events are being captured. Make sure you have interacted with the report after the Pixies were added. |
| Dashboard not loading data | Verify the SAS Token on the semantic model is current. Check that the semantic model refresh is configured. |
| Subscription limits exceeded | Review the Plan & Usage section on the Account view. You can configure session limit behavior to control what happens at the limit. |
| Data refresh blocked | The Overview view shows an estimated time when refreshes will be restored. This can happen when the daily refresh limit is reached. |
| Cannot add more reports | You may have reached your subscription's report limit. Check usage on the Overview view or the Account view. Consider upgrading or releasing unused report slots from the Managed Reports view. |
| Long-running job appears stuck | Check the Microsoft Fabric Monitoring Hub for status, retries, and error details. |
Related Resources
- Account — View your subscription, usage, and policy settings.
- 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.