How to report a data import mismatch

What the support team needs in order to troubleshoot a data import mismatch

Ilona Norman avatar
Written by Ilona Norman
Updated over a week ago

If you have tried troubleshooting your data and still have not found an explanation for your issue, please contact us so that we can help you find the root cause. In order to help you, we need you to provide us with three pieces of information:

1) A link to the data source in question from our "Data sources" page

Right-click the name of the data source and select "Copy link address":

2) A screenshot from the data source platform

Make sure your screenshot:

  • shows the same date range that you're querying in Funnel.

  • shows the same dimensions that you're comparing within Funnel.

  • contains the entire browser window, including URL and, if possible, account ID, currency and similar.

It's also helpful for us to know when the screenshot was taken.

Make sure the Data Explorer view you're linking to is showing the same data as you're comparing it within the data source platform:

  • The same date range

  • The same dimensions

  • The same metrics

  • No filters applied 

When you have provided us with the above mentioned information via the Support chat or email, we will explore the cause of the mismatch. This might take some time, but we will keep you posted about any progress. If we need your help or further information, we will get in touch!

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