Access & Accounts

Lost Project Access

Q: I lost access to my project. Why?

A: If your access has expired or was removed, please contact your project administrator for reinstatement. For security reasons, Alluvial Support cannot restore access.

Access Removed Email

Q: I received an “Access Removed” email but didn’t request it. Why?

A: Alluvial enforces 90-day account revalidation. If your project admin hasn’t revalidated you in time, your access will be removed.

Cannot See Project Dashboards

Q: I have access to the project but can’t see the dashboards. Why?

A: This often means:

  • You don’t have the right Custom Role assigned.
  • Your access level is too low.

Ask a project admin to update your role.

Cannot See a Page, App, or Report

Q: I can log in, but I can’t see a page, app, or report that others can. Why?

A: This usually means one of the following:

  • You do not have the required Custom Role
  • The item is not included in the project’s current Menu Layout
  • The item is configured, but not visible to your account or role

Ask a project administrator to review both the item’s visibility settings and your assigned role.

Managing Users

Q: I’m a project admin. How do I manage users?

A: Please refer to User Administration.

Revalidating Multiple Users

Q: How do I revalidate multiple users at once?

A: Please refer to User Administration.

Why Can’t Alluvial Support Add Users or Restore Access for Me?

Q: Why can’t Alluvial Support add users or restore access for me?

A: User access is controlled at the project level by project owners and project administrators. For security and governance reasons, Alluvial Support cannot add users to a project, revalidate users, or restore project access on behalf of a project team.

If you need access, contact your project administrator directly.

Logging In

Q: A shared link doesn’t work or gives me an error. Why?

A: Go to https://platform.alluvial.app and log in directly. Then navigate to your project manually.

Request Blocked

Q: I see a “Request is Blocked” or “HTTP 500” error when logging in. Why?

A: This is usually caused by cookie handling in Jacobs' environment. Try the following:

  • Clear your browser's cookies and cache
  • Restart your browser
  • Try using Google Chrome or Microsoft Edge

Q: My confirmation link expired. How can I log in?

A: Visit https://platform.alluvial.app, click "Set / Reset / Forgot password?" after entering your email address, and follow the instructions from the email you receive. This will let you reset your password and complete account access again.

Missing Confirmation or Password Email

Q: I didn’t receive my confirmation or password email. What should I do?

A: Try the following:

  • Check your spam or junk folder
  • Confirm that the email address entered in Alluvial matches the one you are trying to use
  • Use Set / Reset / Forgot password? from the login page to resend the email

If the email still does not arrive, contact your project administrator to confirm that your account was added correctly.

Missing Dashboard Tiles

Q: Why don’t I see dashboard tiles on the landing page?

A: If a project default page is set, Alluvial opens that page instead of showing dashboard tiles. In other cases, dashboard tiles may not be configured or enabled for the content you expect to see.

Ask a project administrator to review Dashboard Tiles and Menu Layout for the project.

Containerized App Starts Slowly or Restarts

Q: Why is my containerized app slow to open or restarting?

A: Containerized apps can take time to start, especially after inactivity. By default, Alluvial may stop a containerized app after four hours of inactivity, and users will experience a startup delay the next time they open it.

If the behavior seems unusual or disruptive, ask your project administrator to review the app configuration and the guidance in Containerized Apps.

Power BI

Missing or Outdated Data

Q: My report loads, but data is missing or outdated. Why?

A: Check:

  • Power BI dataset refresh schedule in app.powerbi.com
  • If your column includes mixed data types (e.g., text + numbers), formatting may break during automated publishing

You will need to reach out to the developer of your Power BI report if you are noticing issues with it. Alluvial has no control over what happens within your report.

PBI Report Does Not Work in Alluvial

Q: My Power BI report works on Power BI Service, but not in Alluvial. Why?

A: Make sure the report:

  • Doesn’t rely on unsupported visuals (e.g. some 3rd-party visuals may fail to load for unlicensed users)
  • Has valid data connections and that the underlying data model has no errors

Cannot Add Person to PBI Workspace

Q: I can’t add someone to the Power BI workspace. Why?

A: Was the workspace created through Alluvial? If not, you will need to reach out to your IT support desk. Otherwise, use the Set as Power BI Member option under User Administration for the relevant user in Alluvial. Please refer to the Modifying Users section in User Administration.

Still Need Help?

If this FAQ didn’t resolve your issue:

  • Contact your project administrator first
  • If unresolved, submit a support request with:
    • Your project name or link if known
    • A screenshot of the issue
    • Steps you have already tried