Troubleshooting & FAQ

Quick answers to the questions we hear most often — sync timing, connection hiccups, numbers that look off, and what happens to your data in each case. If your question is not here, the last section tells you where to reach us.

I just connected a provider — why is my dashboard empty?

The first sync backfills up to 60 days of pipeline history for every repository you selected, and that takes anywhere from a few minutes to a few hours depending on how many repositories and runs you have. Each repository shows a "Syncing…" badge on the connector page until its first pass completes, and the dashboard shows "Syncing pipeline data…" in the meantime.

If the badge never clears, check the connection card for an error message — a revoked token or rate limiting will be noted there.

How often does my data refresh?

Automatic sync runs hourly on paid plans and during the trial, and once a day on the Free plan. It never stops — the plan only sets the cadence.

Need fresher numbers right now? Use the "Sync now" button on the connector page. It has a 5-minute cooldown per connection and a daily allowance per plan (3 on Free, 12 on paid plans); automatic sync is never affected by either limit.

My GitLab connection says it is suspended. What now?

GitLab rejected the stored credential — the token was revoked, expired, or an OAuth refresh failed. TrimCI pauses syncing for that connection, marks its projects inactive, and emails the organization's managers. For personal access tokens you also get warning emails 7 days and 1 day before the expiry date.

Reconnect from the GitLab connection page with a fresh token or a new OAuth grant — reconnecting swaps the credential in place. The project rows, sync cursors, and all collected history survive; after reconnecting, re-tick the projects on the picker page and syncing resumes incrementally from where it stopped, with no fresh backfill and no lost data.

What happens if the GitHub App is uninstalled?

The tracked repositories are marked inactive and the connection is removed, but nothing is deleted: runs, jobs, dashboards, and reports keep showing the history already collected, within your plan's window. Reinstall the GitHub App from the Connectors page and re-select the repositories to track — sync picks up incrementally from where it stopped, because the sync cursors and history survive the uninstall.

Why do my numbers differ from what my CI provider shows?

TrimCI computes failure rates over decisive runs only — failures plus successes. Skipped and neutral runs are excluded entirely, while cancelled and timed-out runs count as failures on purpose (they signal unhealthy CI). Many provider dashboards treat cancellations as neutral, which is one reason TrimCI's failure rate can read higher than theirs.

Estimated loss is a model, not an invoice: each failed run is assumed to cost a fixed amount of engineer time — 40 minutes — priced at your organization's configurable hourly rate, plus a 15% rework overhead. Compute time is not part of this number (the PDF report has a separate compute-cost section for that). Treat it as a consistent yardstick for comparing weeks and repositories, not as payroll or billing data.

My trial ended. Did I lose anything?

No. After the 14-day trial the workspace continues on the Free plan: a 7-day history window, daily sync, and up to 2 active repositories. Nothing is deleted — data outside the window is only hidden.

Upgrading reopens the longer windows immediately, up to 60 days on Business. See the billing chapter

A team member cannot open the Connectors page. Why?

Connector management is limited to the owner and admin roles. Members who browse to a manager-only page are redirected to the dashboard with a notice. If someone needs manager access, an owner or admin can remove them and re-invite them with the Admin role from Settings — team members are never billed, so this costs nothing.

My report is stuck on Generating.

Generation normally finishes within a few minutes. If a worker restart interrupts it, an hourly cleanup job marks the orphaned report as failed — so a stuck report resolves itself within about an hour. Then use the Retry action on the report row to regenerate it; a failed generation does not count against your daily report quota.

How long is my data kept?

Pipeline runs and jobs are never deleted — deactivating a repository, changing plans, or disconnecting a provider always preserves history. Two bounds apply: the initial backfill reaches at most 60 days into the past, and the raw log tails of failed jobs (used for AI recommendations and report excerpts) are purged 30 days after the run.

Who counts as a billable contributor?

Every distinct human account that triggered at least one pipeline run on a tracked repository in the last 30 days, counted org-wide per provider and username. Bot and system triggers are excluded automatically, and managers can exclude specific people — occasional external contributors, for example — on the "Billable contributors" card in Settings. Paid plans always bill for at least one contributor.

Where do I get help?

Email us at office@trimci.com. Include your organization name and, for sync issues, the provider and repository affected — it shortens the back-and-forth considerably.