Troubleshooting
Ordered by how often each actually happens. Every fix here is something you can do yourself — no server access needed unless the step says "self-hosted only".
1. A dashboard is blank or shows a blocked frame
Most likely: the very first load on your domain (or after a domain change). SigzenBI registers your site's address automatically during that first load. Fix: reload the page once. If it's still blank after two reloads a minute apart, contact support with your site address support@sigzen.com.
2. "Setting up your dashboards…" won't finish
Normal for a minute or two on a new account while your nine dashboards are prepared. Fix: wait 2 minutes, reload. Still stuck after 10 minutes → support.
3. Charts render but show no data / zeros
Most likely: that ERPNext module has no records yet (an empty Manufacturing dashboard on
a company that doesn't manufacture is correct behaviour).
Check: open the module in ERPNext itself — if there's data there but not in SigzenBI,
wait a minute (a new connection starts shortly after signup), reload, then contact support.
Self-hosted only: also confirm the scheduler is enabled
(bench --site <site> scheduler status) and check the Error Log for "SigzenBI Gateway"
entries.
4. "Your free trial has ended" / "Subscription expired"
Working as designed — dashboards and chat pause, Team and Billing stay open. Fix: Billing → choose seats → pay. Access returns within moments of payment.
5. I paid but nothing changed
The page shows "Payment received — activating your plan…" and normally completes within ~30 seconds. If it doesn't: reload Billing — if your plan shows active, you're done; if the payment shows failed/pending in the Invoices table, no money moved or the bank held it — retry or contact support. Never pay twice without checking the Invoices table first.
6. A question in chat is refused
By design when an accurate answer isn't possible from your data — see Asking questions. Rephrase toward concrete business terms ("sales by customer this quarter" rather than "how are we doing").
7. Out of credits
The balance chip reads 0 and chat asks you to top up. Fix: Billing → credit packs (purchased credits never expire), or wait for your plan's monthly included credits.
8. A teammate can't sign in
- Invited but never signed in: their temporary password was shown to the inviter once. If it's lost, use Reset password on their row on the Team page to issue a new one.
- Previously worked: check their seat wasn't removed (Team page), and that your subscription is active.
9. A teammate sees data they shouldn't (or too little)
Check their row-level restriction on the Team page. Changes apply within a minute of saving.
10. "Open Analytics" doesn't open the workspace
The link is single-use and expires in seconds — always click the button fresh, don't reuse a copied URL. If the button itself errors, the member may not hold an Analyst seat.
Still stuck?
Contact support@sigzen.com with: your site address, the page URL where the problem happens, who was signed in, and a screenshot. We never need your password.