Error Reporting Best Practice

If you are facing some difficulties that need to be fixed, speed the process up by providing us with as much information as possible.

Basic Information (Required)

Name

User name / e-mail / Customer ID

Object*

Problem with existing source / flow / destination / authorizer

• Name / Object ID
• Error notification information

What were you doing when the problem occurred?

When did the problem occur

For example, during the creation of a source, loading historical data, debugging, authorizing, etc.

Error message

You can find the error message in the notification center in the top right corner of the app

Problem with a connector / creating a source

• Connector name
• Dataset name
• Configuration
  • Account name / Customer ID that you selected
  • All the metrics / dimensions, reporting level, etc.
  • Optional settings
  • Date range, synchronization setup, etc.

Problem adding destination

• Destination name
• Error message

Problem creating flow

• Which source (name, source ID) & which destination
• Configuration of the destination

Advanced Information (Optional)

• Error logs when you try to test
• When did the source/flow stop working?
• Was there any change made to your account recently?

Different Ways to Contact Support

"Report" button

You can use this option when encountering an error in the app where the Report button is available. Using this button, our system collects data about the incident and relays it to our team.

"Ask for help" button

The Ask for help button is located in the control panel. When you use this button, you can choose what kind of issue you have, whether it's an Account issue, Technical issue or Financial issue. By sending your request, a ticket gets created and assigned to the right team to help you resolve the issue.

Live chat

The live chat is located in the bottom left corner of the Dataddo app. When filling out your request, you will be prompted to provide more information about the problem you need help with.

Email

You can always message us at support@dataddo.com to get help. Do not forget to include all the information detailed above.

Contacting your account manager

If you have an account manager assigned by Dataddo, you can contact them directly. They know your situation best and should be able to help.

Community support

If you are using Dataddo Free, our community will be your main source of support. Feel free to ask any questions. Our team and customers are very active there!