Start with the symptom and gather the details the team needs. Never include passwords, full API keys or Microsoft authentication codes in a support message.

First confirm which version you use. ChangePilot in Teams, ChangePilot SaaS at app.changepilot.cloud and ChangePilot On-Tenant have different support paths. For a Power BI dashboard, contact the support team for your deployment with the report name, the last time it refreshed successfully and any error shown. The refresh timestamp in a ChangePilot SaaS feed cannot tell you whether a Power BI dataset refreshed.

Use app.changepilot.cloud for the new SaaS service. If the session has expired, sign in again with the intended account. Check cookie restrictions and your organisation's sign-in policies if it keeps looping.

New accounts require a work email domain because that domain identifies the organisation. If a personal address is blocked, use your work address or contact [email protected] if your organisation has no company domain. An organisation that requires approval does not enrol you merely because you signed in.

Use Try again if account details cannot load. Record the exact error and the account and organisation shown. A successful sign-in alone does not grant every paid feature.

Bookmarks, standard Message Center search and change history are available on Free. Saved Views, Watch, Labels, email alerts, CSV export, Change Call videos, API keys and hosted MCP need Plus or an activated trial. A six-week Plus trial is requested separately through chat; new organisations start Free.

The wider Change Intelligence Report catalogue, tenant report sections, podcasts and organisation member management are deferred. A future-feature guide or old preview is not proof that a control is live.

Check that you entered the intended email address, then look in junk and your organisation’s email quarantine. If the code still hasn’t arrived, email [email protected] with the email address you used and the approximate time of the attempt, including your time zone. Keep your sign-in code private.

Sign-in and account service emails are separate from optional email preferences. You can do these checks before signing in.

Open Settings and Notifications → Notification Centre. Check the relevant preference, any Unknown or failed-save message, and any delivery warning. Also check the account address, junk folder and organisational quarantine.

For a saved View or watch list, check its schedule and ChangePilot alerts. These alerts require Plus, come from [email protected], and send nothing when nothing has changed. A requested test email checks the delivery path, not whether new source changes exist.

Monthly Top 5 has its own switch beneath ChangePilot alerts. Its HubSpot unsubscribe stops that publication; a View or watch-list alert unsubscribe is intended to stop the wider alerts category. Marketing and onboarding have separate choices. Check the displayed state after using an unsubscribe link and contact support if it disagrees.

New-account Bulletin audience setup is still being verified. An On switch alone does not prove your address is in the send audience. Include the date of the expected edition in a support enquiry.

If a sending platform has paused delivery, a preference set to On is not enough to guarantee an email. Follow the available page guidance or contact support. Required sign-in and account service messages are separate from optional preferences.

Current saved Views, bookmarks, watches and personal Labels are account-backed. Check the account, plan and load errors before recreating anything. Earlier browser-only beta records are not guaranteed to have migrated. Old report preview switches were not real email subscriptions.

For SaaS support, email [email protected] or use the in-app messenger. You can email if you cannot sign in. For Enterprise (ChangePilot On-Tenant), email [email protected].

Include what you tried, expected and actual results, approximate time, page URL, source and item ID where relevant, browser and exact error. For data issues, add the query and tenant connection status. Keep screenshots focused on the problem. Do not repeatedly recreate connections or keys before the cause is understood.