Support
Email support@friven.dev.
Questions, bug reports and feature requests all go to the same address. We aim to reply within two working days.
Before you write
The user guide covers the fields, every formatting option, and the licensed features. Two things account for most of the questions we get:
- The timeline shows the wrong steps. Power BI expands a date field into a Year/Quarter/Month/Day hierarchy by default. Use the dropdown on the field well to pick the date field itself instead of the hierarchy.
- A watermark appeared. That means a licensed feature is switched on — great circle paths, multi-hop routes, flow animation, timeline playback, divergent path widths or directional highlighting. Turning the feature off removes it, as does a license.
- Only some of my flows are drawn. The free tier draws 20, and says so in the corner: Showing 20 of 87 flows. The largest are shown, so the map is representative rather than arbitrary. A license draws all of them. This one is not a watermark — the map is partial, not marked.
What to include
These make a problem much faster to solve:
- What you expected to happen, and what happened instead
- Which fields you have bound, and to what kind of column
- A screenshot, if it is something you can see
- The visual's version, and whether you are in Power BI Desktop or the service
- A small sample of data that reproduces it, if you are able to share one
Billing and licenses
Purchases, renewals, cancellations and refunds are handled by Microsoft through AppSource, not by us — we never see your payment details. For anything to do with a transaction, contact Microsoft support. If a license you have bought is not being recognized by the visual, write to us and we will help work out why.
Government and sovereign clouds
Microsoft's marketplace licensing is not available in GCC, GCC High or DoD environments, so the visual cannot be bought through AppSource there. It still runs, and every feature works.
If your organization needs a written license — for procurement, for a security review, or to satisfy a policy that software be licensed before deployment — write to support@friven.dev with your cloud environment and rough number of users, and we will arrange a direct agreement. We can also supply a written summary of what the visual does with data, which is usually what a security review is really asking for: it makes no network calls of any kind, and nothing leaves your report.