While our team works as hard as possible to make sure that you never encounter an issue on the monday.com platform, we have a few tips to help as quickly as possible if you do. Let's take a look! 🙌

 

How does it work?

When you encounter an issue with the monday.com platform, we encourage you to reach out to us. Once you reach out to us, your report is passed to the developers who specialize in the area where you're experiencing the issue. They'll use the details you send to us to investigate the issue, locate it, and correct it. When the issue is fixed, we'll reach out to you to make sure everything is working as expected.

There are three categories of issues -- the first is called a "board issue", the second is called an "automation issue", and the third is called an "integration issue". Here are quick descriptions of each so you can jump ahead to figure out what you need to include in your report for a speedy resolution:

 

Troubleshooting board issues

A board issue is an issue that was found on your board or in features of your board. Think items, subitems, columns, board views, etc. This category covers everything other than automations or integrations.

 

What can I do to troubleshoot?

There are a few easy steps you can try to troubleshoot an issue happening on your board.

• Check whether the issue is isolated to one board. And if it's only happening on one board, is it happening on one item or multiple items?
  • When it comes to reporting issues to our developers, this one fact makes a big difference!
• If an issue happens on only one item, try duplicating the item. Does the same behavior occur on the duplicated item? The same goes for an issue with your board. Try duplicating it!
  • If duplicating resolves the issue, try working off of the duplicated board instead. If that isn't possible, just let us know!
• If that does not work, try creating a brand new test item and check if the same behavior occurs on the new test item. The same goes for any issues with your board.
  
  • If the issue resolves on the new item or board, try working off of the new item/board. If that isn't possible, just let us know!
• If that doesn't work, try a private/incognito browser window.
  • If the issue resolves while using a private/incognito browser window, you can resolve the issue altogether by clearing your cache in your browser.

 

If these steps do not resolve your issue, we want to hear from you and help! Check out the next section for instructions.

 

Reporting board issues

What should I include when reaching out to you?

To help us serve you best, there are a few pieces of information that our team needs to know to understand and provide guidance with efficiency and effectiveness.

1. A detailed description of the issue, including the intended behavior and the unexpected behavior you observed.
2. List the exact steps you took. If it suits you, you can send us a screen recording that captures the issue and the steps taken leading up to it. Knowing your pathway in executing an action within monday.com is helpful for us to not only understand but to test on our end, recreate the issue, and work towards a solution.
   • • This video is a great example of how to record and dictate the exact steps taken.
3. The time and date that you first saw this issue occur. Having this point of reference allows us to drill into specific events in a long log of events associated with your account.
4. Scope of the issue. If possible, it would help to know how many members of your team are also experiencing this issue. Do other members of your team see the same behavior that you're seeing? Or does this seem to be only happening for you?
5. Relevant permissions.
   • • Who is the board owner or the doc owner? And the workspace owner?
     • What is the board, dashboard, or workdoc type? Shareable, Private, or Main?
6. Include the board ID, item ID, automation or integration ID, dashboard ID, or monday workdoc ID. You only need to include the ID for the feature that is This can be found by simply copying the URL from your browser. Here's a guide on accessing these IDs: Board, item, column, and automation or integration IDs
7. Screenshot of the developer console. This does not need to include any information from your board. To learn how to screenshot your console, follow the steps in this article: How to Open the Developer Console. It is important to first open the console, then complete the same steps that produced the unexpected behavior, and then take a screenshot.

 

Troubleshooting automation issues

What is an automation issue?

An automation issue occurs with the automations on your board. The following scenarios are examples that qualify as automation issues:

1. If you are not able to set up an automation, and you receive a red banner notification directing you to reach out to support.
2. The automation fails to execute an action when triggered or executes an unintended action even though the automation is not disabled.
3. The automation disables itself and you have not exceeded your action limit for your plan.

 

What can I do to troubleshoot?

Rebuilding the automation can often be a good first step! If that doesn't work, check out the next section for instructions on reporting your issue to us.

 

Reporting automation issues

What should I include when reaching out to you?

The following may seem like a lot of information, but our team will need all of it to investigate the issue. Otherwise, it's almost like chasing a ghost! 👻 If you send over all of the following information when you contact us, we'll be able to solve the issue quickly.

1. The recipe of the automation. The recipe might be as simple as "When Status changes to Done, move item"
   • Please tell us the whole automation, no matter how long. We need to know each block used to help.
2. The automation ID. After turning on developer mode, this ID can be found in the lower right corner of the automation recipe. Here's a guide on accessing the automation ID: Board, item, column, and automation or integration IDs
3. The item ID and board ID. If the issue is related to the automation not completing the intended action, it would be beneficial to know details about the item where the automation failed. We do not need this information if the error occurred while setting up the integration. This is a guide on locating the IDs: Board, item, column, and automation or integration IDs
4. The trigger ID. This is more specific than just the automation ID.
   • What is the trigger ID? Each time an automation is triggered, the instance that the automation was triggered is assigned a specific ID. Our team can use this ID to search our logs for the specific time that the automation failed.
   • How can I find the trigger ID?
     • 1. Go to the automations activity log.
     • 2. The fourth column in the activity log is the "Trigger ID".
     • 3. Click where it says "Copy ID" to copy the ID! 
     • 
5. Time. The date, time, and time zone the automation was triggered.
6. Email address. The email address of the individual who triggered the automation.
7. Other helpful pieces!
   • Does the issue happen on multiple boards?
   • Does the issue occur if you delete and set up the the automation again?
   • Does it fail or give an unintended result every time or only sometimes?
   • Did it work previously and now it doesn't? If yes, when did it last work as expected?

 

Troubleshooting integration issues

What is an integration issue?

An integration issue occurs with the integrations on your board. Integrations can be with Gmail, Outlook, Slack, and many other third party applications.

The following scenarios are examples that qualify as integration issues:

1. If you are not able to set up an integration and you receive a red banner notification directing you to reach out to support.
2. The integration fails to execute an action when triggered or executes an unintended action.
3. The automation disables itself and you have not exceeded your action limit for your plan.

 

What can I do to troubleshoot?

There are a few things that you can try. These steps commonly resolve issues:

• Rebuilding the integration from scratch is a great first step.
• Try re-entering your credentials for the integration by going through the steps to set up the integration as though for the first time. When you do, choose "Use another account" and this will re-authenticate your connection. This often resolves many integration issues.

If neither of these steps works, check out the next section to find out what details you'll need to include when reporting your issue.

 

Reporting integration issues

What should I include when reaching out to you?

1. The recipe. If possible, send a screenshot. If you can't, type out the recipe you set up and indicate if it is a recipe you selected from our Workflows center or a custom automation.
2. The integration ID. After turning on developer mode, this ID can be found in the lower right corner of the integration recipe. Here's a guide on accessing the integration ID: Board, item, column, and automation or integration IDs
3. The item and board ID numbers. If the integration is not completed as intended, we will also need details about the item where the action failed. We do not need this information if the error occurred while setting up the integration. This is a guide on locating the IDs: Board, item, column, and automation or integration IDs
4. Time. The date, time, and time zone the automation was triggered.
5. Email address. The email address of the individual who triggered the automation.

 

That's it! Once you let us know about your issue, we'll get on the case. 🕵️ 

 

 

If you have any questions, please reach out to our team right here. We’re available 24/7 and happy to help.