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Start here when something in Basedash isn’t working as expected. If you’re still stuck, email support@basedash.com with what you tried and any error message you saw.

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Connecting a data source

Basedash connects from 24.199.77.73. Make sure your firewall, security group, or database allowlist accepts connections from that IP, and that the hostname is publicly reachable. For databases in a private network, use an SSH tunnel.
Check the credentials and database name for typos and extra spaces. See Connection settings for what every connection error means.
Make sure the database user has SELECT permission on those schemas, then open the data source in the command menu and choose Sync schema. An admin may also have hidden some schemas, tables, or columns from you with data source access control.
Open the connector on the Data page. Check that Enabled is on and that setup is finished, then click Sync now. Syncing requires an active paid plan or trial. See SaaS connectors.

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Slow or failing charts

  • Make sure query caching is on, so charts show cached results right away. - Narrow the dashboard date range or add filters to scan less data. - Move heavy logic into a model. If your data is in Basedash Warehouse, a materialized model can store the results as a table.
Open the chart’s menu and choose SQL editor to see the query and the full error. A column or table may have been renamed in your database. Run Sync schema on the data source, then ask the AI to fix the chart.
With query caching on, charts refresh in the background after showing cached results. Use Refresh data to run every query again. For SaaS connector data, the numbers are only as fresh as the last sync.

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AI answers

Open Sources under the answer to see the SQL it ran. Most wrong answers come from a wrong assumption, like which table holds revenue or which statuses count as active. Correct it in a follow-up message, then fix it for everyone with a model, AI context, or a skill. See Accuracy and trust.
The AI only sees data sources and tables you have access to. Ask an admin to check data source access control. If the table is new, run Sync schema on the data source.
Your organization may have used its included AI credits, reached its spend limit, or reached the trial limit, or you may have reached your member spend limit. Admins can check and change these in Billing and AI usage.
View-only members can read chats shared with them but can’t start new ones. Ask an admin to change your role. See Members and roles.

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Slack

  • Make sure the Basedash app is installed in your Slack workspace and added to the channel. - Basedash matches Slack users to Basedash accounts by email. Your Slack email must match the email of a Basedash account in the organization. - View-only members can’t ask questions from Slack. - Check that AI requests aren’t blocked by your organization’s AI usage settings.
Check that the Basedash app is installed in your Slack workspace and added to the channel you chose. An admin can reconnect Slack from Settings → General under Channel integrations. See Slack app.

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MCP server

See MCP server troubleshooting for connection, OAuth, and access errors in Claude, ChatGPT, Cursor, and other clients.

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Embedding

Generate a new JWT on your server for each page load, sign it with the JWT secret from Settings → Security, and make sure your server’s clock is correct. See Embedding troubleshooting.
Add your site’s origin to the allowed origins in Settings → Embedding. See Allowed origins.
Filters are hidden on public dashboards unless you turn on Show on public dashboard for each filter. See Dashboards.

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Still stuck?

Email support@basedash.com. Include the page URL, what you expected, what happened, and any error message.

FAQ

Answers to common questions.

Connection settings

SSL, SSH, and connection errors.

Accuracy and trust

How AI answers are generated and checked.