Magento Business Intelligence Help Center

Contacting support: Reporting a defect


Is a certain feature behaving unexpectedly? Or perhaps you noticed a broken link somewhere? Help us resolve those defects by pointing them out! Reach out to us and include the following:

  • Instructions to recreate the defect
  • Screenshots (or screencasts!) showing the unexpected behavior
    • Include any errors displayed in your browser's console as documented below.
  • If you found a broken link, include how you got to the page its on. Screenshots of where it is on the page are also helpful.

Document any errors and reach out to support.

Note that this step isn’t always required, but proactively completing it could reduce the time spent going back-and-forth on a support request.

If you’re still unable to access your account, we recommend checking for errors and submitting a ticket to our support team. How can you do this? By opening your browser’s developer tools and taking a screenshot of any errors displayed in the the console, or site log window. In the GIF below, I’m opening the developer tools for Google Chrome:

Opening Chrome's developer tools.
Click for a closer look!

In the above example, we used the most common method (right click > Inspect) to open the console. If your browser doesn’t have this method or you need help, use the documentation links below for the web browser you’re using:

Safari Firefox Chrome Opera Internet Explorer

In some browsers, opening the developer tools might not automatically display the console - the site’s code may display first. If this happens to you, click the Console option in the developer window and take screenshots of any errors displayed there.

Submit a ticket to our Support team with the error screenshots and your Magento BI account’s email address.


Additionally, if you experience other problems - for example, pages not loading - please check the Magento BI status page to see if any issues have been reported. You can also subscribe to our status page to receive notifications.

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