Troubleshooting

Notifications

I'm not receiving incident alerts

1. Check that your notification channels are enabled: go to your profile settings and verify Slack, email, and push notification toggles.
2. Confirm your on-call schedule is active (not paused). Inactive schedules do not route alerts.
3. Check that the incident severity is within your escalation policy's notification rules.
4. If using Slack, verify that the Batida Slack app is installed in the workspace.

I received an alert for an incident that doesn't exist

This can happen when an alert is deduplicated — multiple monitoring systems send the same alert. The incident is created from the first occurrence and subsequent alerts are linked to it.

Authentication

I can't sign in with Google/GitHub

1. Verify that the social login method is enabled by your organization admin (Settings > Security).
2. Try clearing your browser cache and cookies for the Batida domain.
3. If your Google/GitHub account uses a different email than your Batida account, contact your admin to merge the accounts.

SAML SSO returns an error

See SAML SSO Setup for troubleshooting steps.

Billing

My credit card was declined

Contact your bank or try a different payment method. Batida also supports PIX and Boleto (Brazil).

I upgraded but features aren't available yet

Upgrades take effect immediately. If a feature isn't working, try signing out and signing back in to refresh your session.

Data

How long is my data retained after downgrading?

Your data is retained for 90 days after your plan expires. Contact the sales team to export your data before the retention period ends.

Can I export all my data?

Contact the sales team through the support portal to request a full data export.