Support
For help opening a .pbix, .twbx or CSV in the xmetric browser app, email hello@getxmetric.com with the format, action and error. The public file-app server has passed its protocol check; setup and real-host verification limits are in the AI file-app guide. Keep credentials and confidential contents out of an initial support email.
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How do I get help opening a report?
For help with xmetric, email hello@getxmetric.com. Include the file format, the action you tried, the error message and whether you used the browser app or were testing a custom AI connection. Do not email passwords, access tokens or private customer data.
For the checked public server setup and remaining real-host verification limits, see AI file-app guide. A file that cannot be processed should show a clear limitation rather than a guessed answer.
If you choose to send a file for troubleshooting, use Send it to us and review the consent and retention policy first. Opening a local file does not send it to support. For deletion or privacy questions, email the same address; see Privacy.
Which workflow fits my question?
Use the xmetric browser app for questions grounded in a report; use ordinary chat for standalone calculations. The public file-app server is checked; real-host rendering and tool selection remain unverified. Online storage and account-backed services keep their normal controls.
| Question or action | Appropriate workflow |
|---|---|
| Open a .pbix, .twbx or CSV | Choose the local file in the xmetric browser app. |
| Explain a general Excel formula | Ask the chat assistant directly. |
| Save or share a workbook online | Use the signed-in xmetric app and its permissions. |
What else do people ask?
What should I report when a .twbx will not open?
Include the file format, action, exact error and host, plus whether a sample works. Keep private contents out of the initial email; support uploads require a separate choice.
When is ordinary chat enough for a three-number pie chart?
An assistant can chart a few supplied values directly. xmetric’s file-app tools are intended for questions grounded in an available report or export; real-host tool selection is still to be measured.