Troubleshooting
Start with scope and data freshness before changing a cloud connection or escalating a product issue.
Start here
- Confirm the organisation, provider and date range.
- Clear page-level filters and select All providers.
- Decide whether the issue affects access, connection health, data, or a specific action.
- Follow the matching path below before changing cloud permissions.
| Symptom | Start with |
|---|---|
| You cannot sign in | Organisation, work email and agreed access route |
| A provider has no data | Connection status and first billing export |
| A page total looks wrong | Scope, completed period and cost treatment |
| An action does not complete | Capability availability and required role |
| A report differs from the page | Generation time, filters and report period |
A connector is Fault
Open Connected accounts. Read the fault line.
- Role cannot be assumed — trust policy,
sts:ExternalId, role ARN. See Connect AWS. - Access denied — bucket, container or dataset IAM. Do not attach AdministratorAccess.
- Empty location — the export has not delivered files yet.
A page shows no data
- Set the provider filter to All.
- Confirm the selected date range.
- Confirm that the relevant cloud connection completed its initial import.
- Check whether the expected account, subscription or project is in scope.
- Record the page, time range and provider before contacting support.
A total differs from the cloud provider
Align the provider, account scope, billing dates and currency. Check export timing, credits, refunds and taxes. Compare a completed billing period before using an active period as a reconciliation benchmark. Follow the full reconciliation workflow before escalating.
Filters return no results
Clear page-level filters, then set the provider to All. Reapply one filter at a time to find which condition removes the expected result.
A connection is unhealthy
Check whether the billing export still exists and whether the approved read identity is valid. Do not create a broader role or send credentials through support. Ask the cloud account owner to verify the specific connection requirement.
Use the provider guide for the expected validation evidence:
A button does not complete an action
Some administration, report delivery and workflow actions are still being completed. Check whether the relevant page is labelled Preview or whether your environment supports the action. Capture the action and expected result when requesting help.
A report does not match the source page
Confirm the report generation time, provider, billing period and selected output. A report created earlier can differ from a page that now contains later billing adjustments. Recreate the report only after recording the original scope and generation time.
A Preview capability is unavailable
Preview documentation is provided for discovery and feedback. It does not indicate that the capability is enabled in your environment. Review What's supported and describe the outcome you need when contacting FinomateAI.
What to include in a support request
- Organisation and user email
- Page and action
- Provider and time range
- What you expected and what happened
- Time of the issue and any visible error
- A screenshot with sensitive values removed
Never include a password, access token, private key or cloud secret.