Help and resources

Troubleshooting

The most common situations, what to check and how to fix them. The detail of each reading is in Cloud accounts → Synchronisation journal.

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Cloud accounts → Synchronisation journal: each reading, latest first, and its export as CSV or PDF.

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The connection is valid, but no cost appears

• Google Cloud: the billing export receives its first rows a few hours after it is turned on, and only holds what was billed since. Check the table given (project, dataset, table) and the service account's two roles, then synchronise later. If the export writes to another dataset of the project, the connection check and the synchronisation give its table: enter it in the account's settings.
• AWS: an account without any cost over twelve months does not appear. Cost Explorer must be enabled on the account (AWS takes up to 24 hours to provide its first data).
• Azure: each subscription needs the Cost Management Reader role; an assignment takes a few minutes to apply. A subscription without that role is reported in the journal.
• Scaleway: a project without usage is not listed; without the ProjectReadOnly permission, projects show by their identifier.
• OVHcloud: only Public Cloud projects are read; a project without usage stays at zero.
• Scalingo: a stopped app costs zero for the current month; without access to the invoices, there is no history.
• Everywhere: an account hidden, or switched off by the plan, does not appear; a project at zero, without a budget, is hidden from the overview's table.

The amount differs from the invoice

• Taxes: the amounts shown exclude tax.
• Credits and discounts: AWS is shown without its credits; Google Cloud, credits deducted; see Understanding your figures.
• Currency: dollars are converted at the ECB rate of the synchronisation's day; your invoice's may differ.
• Current month: it is partial (AWS: up to today), and estimated at Scalingo until the invoice arrives.
• Scope: at OVHcloud, only Public Cloud is followed; at Google Cloud, months are the invoice's.
• Previous month: providers sometimes adjust it after it ends; the next synchronisation reads it again.

A synchronisation failed

• The previous data stays shown: an account that fails erases nothing, and the other accounts are read all the same.
• The synchronisation journal says which and why: credentials expired or revoked (a temporary AWS key, an Azure secret that came to term — 24 months at most —, an OVHcloud token deleted), missing rights, provider unavailable.
• Remedy: update the credentials from the account's “⋯” menu, in Cloud accounts, then run again.
• On Starter, synchronisations stop while the spend followed is above €1,000 a month.
• The owner and the administrators are told at the first failure, then when things are back to normal.

A budget alert did not arrive

• Recipients: check the list in Organisation settings → Alerts, and the junk mail.
• Once a month: each budget sends at most one alert per level and per month (threshold reached, overrun forecast, overrun); if it already went this month, it does not go again.
• After a successful synchronisation: budgets are checked at the end of each synchronisation; without a synchronisation, no alert.
• Budget on a hidden account: it is left aside as long as the account is.
• The application's notifications reach every member who sees the costs.