Our support team can help you with, for example:
Account management, subscription management, and billing issues
Connection issues and error messages
Data discrepancies — situations where you see different data in your report and in the data source itself
Things outside the scope of our support
Our support team is here for you on all topics related to Supermetrics. There are some third-party related topics which are not covered by Supermetrics support, such as:
Data source account setup (such as account creation). For example, if you're not sure how to create a Facebook Ads ad account, use Facebook's Ad Manager, or create an ad campaign, please contact Meta.
Using native features of reporting tools, such as functions in Google Sheets or calculated fields in Data Studio.
Tool or workflow setup, such as setting up transfers, creating queries, or changing your query settings.
Our external partners are happy to give you a hand with building your dashboards and reports. Contact our sales team to learn more.
How to create a support ticket
If you're experiencing issues when using Supermetrics, create a support ticket on the Supermetrics Hub. The link takes you directly to the ticket creation form.
You can also contact us through our chat, which is available on the Hub and our website.
You can view your active and open tickets here.
Information you should share in a support ticket
While we aim to respond to your question and help you as quickly as we can, there is information you can share with us to help resolve your issue as quickly as possible.
Google Sheets and Data Studio
In most cases, to troubleshoot your report, we need a link to the Google Sheets or Data Studio report file you're struggling with, as well as edit access to it. When you contact us, give edit access to supportfileshare@supermetrics.com and share a link to the file with us.
If the file is large, share a screenshot showing the tab name or page number where the issue occurs.
Excel
Please share with us the Query ID for the impacted query in your report. You can find the Query ID in the SupermetricsQueries tab.
Also, send us a screenshot of the query results, especially in discrepancy cases.
Power BI
Please share with us the query group name from Power BI user interface and the query name. You can find these details in the Power BI query list on the Supermetrics Hub.
Also, send us a screenshot of the query results, especially in discrepancy cases.
Data warehouse and Supermetrics API products
Data warehouse and data lake products
For transfer-related issues, please share the following information in your ticket:
BigQuery (marketplace): BigQuery transfer resource name
Other data warehouse destinations: transfer log:
Go to the transfers view on the Supermetrics Hub.
Click the transfer status of the affected transfer.
Find the transfer run you want to report an issue on.
Click Copy Log.
Paste the transfer log to the ticket.
For transfer creation issues, please share the following information in your ticket:
Full-screen screenshots showing the transfer creation window and the issue you have, such as an error message, or a short screen recording showing the transfer creation process and the issue, such as an error message.
Consent to join your Supermetrics team for troubleshooting purposes.
Table Manager / Query Manager
To help us troubleshoot, please share the following information in your ticket:
Full-screen screenshots or a screen recording showing the steps you did before getting to the issue and the issue itself, like an error message.
Consent to join your Supermetrics team for troubleshooting purposes.
The Supermetrics API product
For discrepancy/No data issues, please share the following information in your ticket:
Full query URL
Screenshots from the native data source (such as Facebook Insights reporting) showing the correct data
For authentication issues, please share the following information in your ticket:
Full-screen screenshot of the error you're seeing
Full query URL
For issues related to async queries, pagination, management endpoints, and other endpoints than the getData endpoint, please share the following information in your ticket:
Full-screen screenshot of the request, response, and possible errors you got
Full query URL of the request you made (not the getData one)
Screenshots of missing or wrong data
If data is missing from your report or isn't what you expect to see, share a screenshot of the correct data in the data source itself.
For example, if your Facebook Ads impressions in your report are incorrect, we need a screenshot from Facebook Ads Manager showing the correct number of impressions. Include the date range in the screenshot.
For data warehouse products, we'd like to get a full-screen screenshot of one-day data with the discrepancy from the data destination as well as a full-screen screenshot from the native data source of one-day data with discrepancy issues. Also share with us the transfer resource name for BigQuery (marketplace) and the transfer name for other data warehouse products.
Error message details
If you're seeing an error message or the product behaves unexpectedly, let us know the full content of the error message — a full-screen screenshot that includes the error message is the best option.
Also, share with us what you were doing before the error message or unexpected behavior appeared. For example, let us know if you clicked any button or if you were editing the query. This helps us to try to reproduce the issue on our end.
If you're experiencing a connection or authentication issue, share the team ID or the email address you use with Supermetrics. You can find the team ID on the Team page on the Supermetrics Hub.
Getting the best from our chat support
Chat is available on the Supermetrics Hub and our website.
Our AI agent has answers to most of the questions. Just click Find answers & get help. If your question turns out to be too complex for the AI agent, you can convert the conversation into a ticket so our team can take a closer look. To request our accounts team to reach out to you, click Contact Sales.
The AI agent is happy to help with various kinds of questions, such as:
Getting started with Supermetrics products
Using Supermetrics
Pricing questions
Selecting a Supermetrics product that best suits your needs
Account management
Subscription and billing questions
Data source authentication issues
Simple technical questions
To get the most out of the chat:
Include as many details as possible in one message, such as the full error message text. The more information you can share about the issue, the easier it is to resolve your case.
The AI agent will share links to our knowledge base articles explaining how to resolve the issue.
Our AI agent will help you the best it can. If the suggestions from the AI agent aren't resolving your problem, we’ll create a support ticket for you.
The AI agent isn’t able to provide much assistance in the following technical issues, which are generally more suitable for support tickets:
Technical questions related to Supermetrics Cloud and data warehousing solutions
Questions and issues related to data schemas and data transfers
Technical issues, such as data discrepancies, which require in-depth investigations
Note that in some cases, AI-generated answers may contain inaccuracies, so we highly encourage checking our knowledge base articles and our website (including pricing pages), or contacting our support team before purchasing the subscription.
If your issue can’t be resolved directly in the chat, a support ticket will be created, and our support team will take over. We can also connect you with our accounts team for use cases requiring a more consultative approach or a custom plan.