Troubleshooting

The test reports what went wrong, and the wording is worth reading before changing anything. A refused or timed out connection is usually a firewall or a wrong port, not a wrong password. A login failure means the credentials are wrong or the account has no access to that database. A host that cannot be found means the server address is wrong or is only resolvable inside your network.

If the server is not reachable from the internet at all, that is expected, and an on-premise agent is the answer rather than a different password.

The database is connected through an on-premise agent and that agent is not currently reaching us. Nothing is wrong with your DataBelta account. Whoever runs the agent inside your network needs to confirm it is running and can make outbound connections. Chat resumes on its own once it reconnects.

Chat is disabled and everything else still works. The Owner can renew it from Settings, then Billing, and there is a link in the message that goes straight there. Nothing has been deleted, and renewing brings chat back with your data and saved work exactly as they were.

The workspace has run past one of its plan limits, usually credits or storage. Check the Usage tab to see which. Credits reset with the billing period. If it is storage, contact us: saved files are what fill it, and clearing them is something we do for you. If it keeps happening, the plan is too small for how the team is using it.

Those tabs are shown by role. Databases is for Owners and Admins, and Billing is for the Owner alone. If you need one of them, ask the Owner to change your role or to make the change for you.

Invitation links can be used once and they expire. If it has already been used or has run out of time, the Owner or an Admin can send a fresh one from the Members page. The same is true of the one-time database invite link, which expires after seven days and can be reissued from the Databases tab.

Ask for the same question as a table so you can see the rows behind the number. Nearly always the difference is a definition rather than an error: a different date range, gross rather than net, cancelled orders included or excluded.

When you find the definition that was assumed, write the right one into the Schema or Analytics prompt on the Databases tab. That fixes the answer once, for everyone, instead of you correcting it in every conversation.

Check that the right widget was on before you sent the message rather than after. Only one of Chart, Table, Map and File can be on at a time, so turning on one turns off another. For a chart, opening the Chart menu is not enough: you have to pick a type from the submenu, and the same is true of File.

The saved question was re-run and could not complete. The badge carries the reason. The common causes are a connection that is down, a password that has been changed on the database side, or a table or column that has been renamed since the item was saved. Fix the connection, or ask the question again and save the new version.

Generated files are deleted twenty-four hours after they are created unless they were saved. The file you already downloaded is still on your computer. To get it back inside DataBelta, ask the question again and press Save this time.

If the app cannot reach the backend it shows a connection error page rather than signing you out, so you can retry without losing your session. Reload once. If it persists, it is on our side and the Support tab in Settings reaches us directly.

Settings, then Support, gives you our address, info@databelta.com. The contact page on this site works if you cannot sign in at all. Telling us the exact message you saw and roughly when it happened is usually enough for us to find it.