🔍 What Is This Issue?
If your white-label report share links or iframe URLs are redirecting visitors to a registration or login page instead of displaying the report, you have encountered a known recurring bug in the white-label reporting system. This issue can affect both shared report links and embedded iframe reports sent to your clients, and it has been reported to resurface on a monthly basis.
This article explains what is happening and what to have ready when you contact our team to get it resolved.
⚠️ Why Does This Happen?
This is a known recurring bug in the white-label reporting system. The underlying cause is handled on the backend and cannot be resolved through settings changes on your end. Because it recurs monthly, you may experience this issue again even after a previous fix.
🛠️ What to Do
Because this is a backend bug, our support team will need to investigate and apply the fix on your account directly. To help us resolve it as quickly as possible, please have the following ready before reaching out:
- Your white-label domain or subdomain — the custom URL you use for client-facing reports.
- The specific report share link or iframe URL that is redirecting incorrectly.
- The date and time you first noticed the redirect, including your timezone.
- Whether this has happened to you before — note approximately when the previous occurrence was if known.
- Any affected client names or project names associated with the redirecting reports.
Having these details ready will allow our team to locate the issue on the backend and apply the fix without unnecessary back-and-forth.
📋 What to Expect
Once our team applies the backend fix, your white-label report URLs and iframe embeds should return to displaying correctly. Because this bug is known to recur, please contact us again if you experience the redirect issue in a future month — each recurrence requires a backend fix.
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.