Use this article when you need help with your Oviond account, client setup, reports, dashboards, data sources, or automations.
Who this is for
This article is for anyone using Oviond who is stuck and wants to know what to check before contacting support.
Before you start
Try to identify where the issue is happening:
account access,
client setup,
report or dashboard project,
data source or profile,
widget or metric,
sharing, automation, branding, or billing.
The more specific you are, the faster support can help.
Steps
1. Check the basics
Confirm you are in the right Oviond account and working on the right client.
2. Check the project
Open the report or dashboard project where the issue appears. Confirm the project belongs to the correct client.
3. Check the data source inside the project
If the issue is data-related, check the data source and profile selected inside the project workflow.
Also check the date range. A report can look empty if the selected period has no data.
4. Check the widget or page
If only one part of the report looks wrong, check the specific page, widget, metric, and data source behind that widget.
5. Check sharing or automation settings
If the issue is delivery-related, check whether the report is shared correctly and whether the automation schedule, sender, recipient, and message are correct.
6. Contact support with the right details
If you still need help, send support the details listed below. Avoid sending only “it does not work” — that slows everything down.
Expected result
Support should have enough context to understand where the issue is happening and what you already checked.
Troubleshooting
I cannot sign in
Check whether you are using the correct email address. If you are joining an agency account, ask the account admin to confirm that you were invited.
My report has no data
Check the client, project, data source, profile, widget, and date range.
My client cannot view a shared report
Check the share settings and whether the client is using the correct link.
My scheduled report did not send
Check the automation schedule, recipient, sender settings, and whether the automation was paused or changed.
What to send support if stuck
Send Oviond support:
your account email,
the client name,
the report or dashboard project name,
the data source and profile involved,
the page or widget involved if relevant,
the date range if the issue is data-related,
what you expected to happen,
what happened instead,
a screen capture or screen recording if there is an error message.
Do not send passwords, private API keys, or client-sensitive data unless support specifically asks for a safe version of it.