General Troubleshooting Tips

When you encounter an issue in Grow, here are a few things you can check out before contacting support or your Grow BI Consultant. If you've tried these things, here's also a list of what to provide to help pinpoint the problem.

Before contacting support

  1. Make sure you are using a Chrome browser. Grow is optimized for Chrome.
  2. Clear your browser's cache or try using Grow in an incognito window.
  3. If you have a custom domain for your Grow account, make sure you are logged in through "" to make any account or metric changes.
  4. If you are having trouble connecting a data source:
    • Double-check your password
    • Check if you have Caps Lock on
    • Make sure there are no spaces
    • Test it in the actual software
  5. Check to make sure the date ranges and report types match what you are using in the software.

When contacting support:

  1. Provide a screenshot of the entire browser window of the issue in Grow.
  2. If you have an issue with data not matching, provide a full screenshot of the data in the data source or an exported report from the software, along with any filters or anything else you've applied.
  3. Give the metric name, dashboard, and url, especially if you have several metrics with the same name.
  4. Be prepared to share what you were trying to do and what you expected to see.
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