Get support
If something is not working, or you are not sure which layer suits your data, we are happy to help. A few checks first will often answer the question, and the right details will get you a faster reply.
Before you contact us
If you think you have found a bug, check the version you are running in Format pane > Icon Map Pro against the release notes. The problem may already be fixed in a newer version. The release notes explain how to test a newer version in Power BI Desktop before it reaches AppSource.
Contact support
| Route | Use it for |
|---|---|
| support@icon-map.com | Problems with the visual, license activation and questions about your maps |
| The support page on icon-map.com | The same, through the website. The Contact support buttons in the visual open this page |
| sales@tekantis.com | Buying, quotes, and licenses for Embedded, Publish to web, Report Server, GCC and enterprise use |
| Free getting started workshop | A live session where you build your first map with us |
If you find something in this documentation that is missing or out of date, tell us through the same support address.
What to include
The more of this you can send, the fewer questions we need to ask:
- The version number, from Format pane > Icon Map Pro.
- Where the report is running: Power BI Desktop, the Power BI service, Embedded, Publish to web or Report Server.
- What you expected and what happened, with a screenshot of the map and of any message on it.
- The layer type and the fields in each field well.
- For license problems: the message shown, and whether you use a user license or a license key. Do not post license keys in public places.
- The Information for Support text, if we ask for it. See below.
A copy of the report with sample data, where you can share one, is the quickest way for us to see the problem.
Information for Support
Format pane > Icon Map Pro > Information for Support holds details that support may ask for.
| Setting | What it does | Default |
|---|---|---|
| (read-only text) | A coded trace of the license check | - |
| Opt out of telemetry | Turns off the feature usage telemetry the visual sends. No data from your report is included in it | Off |
| Detailed telemetry for support | Sends additional information to help diagnose an issue. Turn it on only when support asks you to | Off |
Instance, in the first group of the same card, is a read-only ID for the visual that support may also ask for.
What the telemetry contains is described in Security and certification.
Known Microsoft licensing issue
A Microsoft issue prevents some users from being assigned AppSource licenses. If assigned licenses show as "Not Available" in the Microsoft 365 admin center, see License keys and activation and then contact us.
Security reviews
We support code security reviews and can release the source code under NDA for your organization's IT security team. See Security and certification.