If your UX signal count appears to change unexpectedly between reporting periods — for example, rising one week and returning to a lower number the next — this article will help you gather the right information so our team can investigate efficiently.
Information to Gather Before Reaching Out
Because UX signal count fluctuations can stem from several backend factors, the most effective first step is to collect key details about what you observed. Having this information ready will allow our team to investigate the root cause much faster.
- Note the exact signal counts — Record the specific numbers you saw in each reporting period, including the dates each count was observed.
- Note the reporting periods — Identify the date ranges or reporting windows for each period where you noticed the discrepancy.
- Identify your project or workspace — Have your project or workspace name available so the team can quickly locate your account.
- Note when the fluctuation started — If possible, identify the approximate date or timeframe when you first noticed the unexpected change.
- Describe any recent changes — If you are aware of any changes to your account, integrations, or configuration around the time the fluctuation began, note them so you can share that context.
What to Expect When You Contact Support
Once you reach out with the details above, our team will investigate the fluctuation on the backend. This typically involves reviewing your account's signal data, checking for sync or processing irregularities, and confirming whether the counts reflect expected behavior or require correction.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.