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
Capture the action, the role you used and the 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.
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.