Support

Get help with FireBackup through our various support channels. This page covers common issues, troubleshooting steps, and how to contact our support team.

Support Channels

Self-Service Resources

Resource	Description	Best For
Documentation	Comprehensive guides and tutorials	Learning features, setup
API Reference	Complete API documentation	API integration issues
Community Forum	Community Q&A	General questions, tips
Status Page	Service status and incidents	Checking outages

Direct Support

Channel	Availability	Response Time
Email	24/7	24 hours (business days)
In-App Chat	Business hours	< 1 hour
Priority Support	24/7 (Enterprise)	< 4 hours
Phone Support	Business hours (Enterprise)	Immediate

Common Issues & Solutions

Authentication Issues

"OAuth Error: Access Denied"

Symptoms:

Unable to connect Firebase project
Error message mentions permissions or access

Solutions:

Verify Google account permissions:
- Ensure you're signed in with the correct Google account
- Account must have Firebase project access
Check OAuth scopes:
- Go to Google Account permissions
- Remove FireBackup and reconnect
- Grant all requested permissions
Verify Firebase project access:
- Open Firebase Console
- Confirm you can access the project
- Check you have Editor or Owner role

OAuth Troubleshooting Steps:

Clear browser cookies for firebackup.io
Sign out of FireBackup completely
Sign out of Google account
Clear browser cache
Sign in to Google with correct account
Sign in to FireBackup
Reconnect Firebase project

"Token Refresh Failed"

Symptoms:

Scheduled backups stop working
Error mentions token expiration

Solutions:

Reconnect the project:
- Go to Settings → Projects
- Click Reconnect on the affected project
- Complete OAuth flow again
Check Google Cloud Console:
- Verify OAuth consent screen is published
- Check for any API quota issues

Backup Failures

"Firebase Authentication Error"

Symptoms:

Backup fails immediately
Error code: FIREBASE_AUTH_ERROR

Solutions:

Reconnect Firebase project:

# Via API
curl -X POST https://api.firebackup.io/api/v1/projects/proj_abc123/reconnect \
  -H "Authorization: Bearer YOUR_API_KEY"

Check service account permissions:
- Ensure proper Firebase roles are assigned
- Required: Firebase Admin SDK Administrator Service Agent
Verify Firestore is enabled:
- Check Firebase Console → Firestore Database
- Ensure Firestore (not Realtime Database) is active

"Storage Upload Failed"

Symptoms:

Backup completes but upload fails
Error code: STORAGE_UPLOAD_ERROR

Solutions:

Verify storage credentials:
- Go to Settings → Storage
- Click Test Connection
- If failed, re-enter credentials

Check bucket permissions:

For AWS S3:

{
  "Version": "2012-10-17",
  "Statement": [
    {
      "Effect": "Allow",
      "Action": [
        "s3:PutObject",
        "s3:GetObject",
        "s3:DeleteObject",
        "s3:ListBucket"
      ],
      "Resource": [
        "arn:aws:s3:::your-bucket",
        "arn:aws:s3:::your-bucket/*"
      ]
    }
  ]
}

For GCS:

Service account needs Storage Object Admin role

Check bucket region:
- Ensure bucket exists in specified region
- Verify no region mismatch in configuration

"Backup Timeout"

Symptoms:

Large backups fail with timeout
Error code: BACKUP_TIMEOUT

Solutions:

Increase timeout setting:
- Go to Settings → Advanced
- Increase backup timeout (default: 30 minutes)
Use incremental backups:
- Large collections benefit from incremental backups
- Reduces data processed each run
Exclude large collections:
- Identify oversized collections
- Consider backing up separately with longer timeout

Storage Issues

"Connection Test Failed"

Symptoms:

Cannot add storage destination
Test connection fails

Diagnostic Steps:

Storage Connection Checklist:

AWS S3:

Access Key ID is correct
Secret Access Key is correct
Bucket name exists (case-sensitive)
Region is correct
IAM user has s3:* permissions on bucket
No bucket policy blocking access

Google Cloud Storage:

Service account JSON is valid
Bucket name exists (case-sensitive)
Service account has Storage Admin role
Project ID matches

DigitalOcean Spaces:

"Insufficient Storage Space"

Symptoms:

Upload fails mid-way
Error mentions quota or space

Solutions:

Check storage quota:
- Review cloud provider dashboard
- Increase quota if needed
Clean up old backups:
- Review retention settings
- Manually delete unnecessary backups
Enable lifecycle rules:
- Set up automatic cleanup
- See Storage Setup tutorials

Schedule Issues

"Schedule Not Triggering"

Symptoms:

Scheduled backups don't run
No backup created at expected time

Solutions:

Verify schedule is enabled:

curl -X GET https://api.firebackup.io/api/v1/schedules/sch_abc123 \
  -H "Authorization: Bearer YOUR_API_KEY"

# Check "enabled": true

Check cron expression:
- Use crontab.guru to validate
- Common mistake: 0 2 * * * runs at 2:00 AM UTC
Verify timezone:
- All cron times are in UTC
- Convert your local time to UTC
Check for schedule conflicts:
- Too many concurrent schedules can queue
- Stagger schedules by 5-10 minutes

"Backup Queue Stalled"

Symptoms:

Backups show "pending" for extended time
Multiple backups queued

Solutions:

Check worker status:
- Go to Settings → System Status
- Verify workers are running

For self-hosted:

# Check worker logs
docker logs firebackup-worker -f

# Restart worker if needed
docker-compose restart worker

PITR Issues

"PITR Not Capturing Changes"

Symptoms:

PITR timeline shows gaps
Changes not appearing in timeline

Solutions:

Verify PITR is enabled:
- Check project settings
- PITR must be explicitly enabled

Check PITR worker:

# For self-hosted
docker logs firebackup-pitr-worker -f

Verify Firestore listener permissions:
- OAuth connection must have Firestore access
- Reconnect if needed

"PITR Replay Failed"

Symptoms:

Restore to point-in-time fails
Error during replay

Solutions:

Verify base backup exists:
- PITR requires a base backup before changes
- Create full backup first
Check timestamp validity:
- Timestamp must be after PITR was enabled
- Timestamp must be before current time

Performance Issues

"Slow Backup Speed"

Symptoms:

Backups take longer than expected
Progress seems stalled

Optimization Tips:

Use regional storage:
- Storage bucket should be near Firebase project
- Reduces transfer time
Optimize collection selection:
- Don't backup unnecessary collections
- Use collection filtering
Enable compression:
- Brotli compression reduces transfer size
- Slight CPU increase, significant bandwidth reduction

Increase worker resources:

# docker-compose.yml
services:
  worker:
    deploy:
      resources:
        limits:
          cpus: '2'
          memory: 2G

Diagnostic Tools

API Health Check

# Check API status
curl -X GET https://api.firebackup.io/health

# Expected response
{
  "status": "healthy",
  "version": "2.5.0",
  "timestamp": "2024-01-15T10:30:45Z"
}

Test Backup

# Create a test backup with minimal data
curl -X POST https://api.firebackup.io/api/v1/backups \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -d '{
    "projectId": "proj_abc123",
    "type": "full",
    "collections": ["_test_collection"],
    "dryRun": true
  }'

Webhook Debug

# Test webhook delivery
curl -X POST https://api.firebackup.io/api/v1/webhooks/whk_abc123/test \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -d '{"event": "backup.completed"}'

# Check delivery history
curl -X GET "https://api.firebackup.io/api/v1/webhooks/whk_abc123/deliveries?limit=10" \
  -H "Authorization: Bearer YOUR_API_KEY"

Self-Hosted Diagnostics

Log Collection

# Collect all logs
docker-compose logs --tail=1000 > firebackup-logs.txt

# Specific service logs
docker logs firebackup-api -f
docker logs firebackup-worker -f
docker logs firebackup-pitr-worker -f

Database Health

# Check database connection
docker exec firebackup-postgres pg_isready

# Check pending migrations
docker exec firebackup-api yarn prisma migrate status

# Verify database size
docker exec firebackup-postgres psql -U firebackup -c "SELECT pg_size_pretty(pg_database_size('firebackup'));"

Redis Health

# Check Redis connection
docker exec firebackup-redis redis-cli ping
# Expected: PONG

# Check queue status
docker exec firebackup-redis redis-cli LLEN bull:backup:waiting

Contact Support

For SaaS Customers

Email Support:

Email: support@firebackup.io
Include: Organization ID, error messages, steps to reproduce

In-App Chat:

Click the help icon in bottom-right corner
Available during business hours (9 AM - 6 PM EST)

For Enterprise Customers

Priority Support:

Email: enterprise-support@firebackup.io
Phone: Available in your support agreement
SLA: < 4 hour response for critical issues

Account Manager:

Your dedicated account manager can be reached via:
- Direct email (provided during onboarding)
- Slack Connect channel (if configured)

For Self-Hosted Customers

Community Support:

GitHub Issues: github.com/firebackup/firebackup/issues
Community Forum: community.firebackup.io

Commercial Support:

Available with Enterprise Self-Hosted license
Contact sales@firebackup.io for options

Support Request Template

When contacting support, please include:

Subject: [Brief description of issue]

**Environment:**
- FireBackup Version:
- Deployment Type: (SaaS / Self-Hosted)
- Browser/Client:

**Issue Description:**
[Describe what happened]

**Expected Behavior:**
[What you expected to happen]

**Steps to Reproduce:**
1.
2.
3.

**Error Messages:**
[Copy any error messages or codes]

**Screenshots/Logs:**
[Attach if relevant]

**Organization/Project ID:**
[For faster lookup]

**Urgency:**
- [ ] Critical - Production down
- [ ] High - Major feature broken
- [ ] Medium - Feature impacted
- [ ] Low - Question or minor issue

Service Level Agreements (SLA)

SaaS Plans

Plan	Response Time	Resolution Target
Starter	48 hours	Best effort
Professional	24 hours	72 hours
Enterprise	4 hours	24 hours

Self-Hosted Plans

Support Level	Response Time	Resolution Target
Community	Best effort	Community-driven
Basic	48 hours	1 week
Premium	8 hours	48 hours
Enterprise	4 hours	24 hours

Architecture - System overview
Security & Compliance - Security info
Changelog - Version history
Migration Guide - Upgrade instructions

Support Channels​

Self-Service Resources​

Direct Support​

Common Issues & Solutions​

Authentication Issues​

"OAuth Error: Access Denied"​

"Token Refresh Failed"​

Backup Failures​

"Firebase Authentication Error"​

"Storage Upload Failed"​

"Backup Timeout"​

Storage Issues​

"Connection Test Failed"​

"Insufficient Storage Space"​

Schedule Issues​

"Schedule Not Triggering"​

"Backup Queue Stalled"​

PITR Issues​

"PITR Not Capturing Changes"​

"PITR Replay Failed"​

Performance Issues​

"Slow Backup Speed"​

Diagnostic Tools​

API Health Check​

Test Backup​

Webhook Debug​

Self-Hosted Diagnostics​

Log Collection​

Database Health​

Redis Health​

Contact Support​

For SaaS Customers​

For Enterprise Customers​

For Self-Hosted Customers​

Support Request Template​

Service Level Agreements (SLA)​

SaaS Plans​

Self-Hosted Plans​

Related Documentation​

Support Channels

Self-Service Resources

Direct Support

Common Issues & Solutions

Authentication Issues

"OAuth Error: Access Denied"

"Token Refresh Failed"

Backup Failures

"Firebase Authentication Error"

"Storage Upload Failed"

"Backup Timeout"

Storage Issues

"Connection Test Failed"

"Insufficient Storage Space"

Schedule Issues

"Schedule Not Triggering"

"Backup Queue Stalled"

PITR Issues

"PITR Not Capturing Changes"

"PITR Replay Failed"

Performance Issues

"Slow Backup Speed"

Diagnostic Tools

API Health Check

Test Backup

Webhook Debug

Self-Hosted Diagnostics

Log Collection

Database Health

Redis Health

Contact Support

For SaaS Customers

For Enterprise Customers

For Self-Hosted Customers

Support Request Template

Service Level Agreements (SLA)

SaaS Plans

Self-Hosted Plans

Related Documentation