FAQ & troubleshooting
Common questions about Deal Hub, and what to do when a customer, scenario, price list or document doesn't behave as expected.
Using Deal Hub
Those are for organization admins: settings (in Onyx Platform), funding, disconnecting a tenant, acting on another person's onboarding link, and deleting customers. Deal Hub says An organization admin can do this. beside a held action. Everyone can edit deal details and set customer prices. Ask an admin in your organization, or ask for the admin role in User Management.
Deal Hub's settings are in Onyx Platform's Settings. The account menu's Settings opens it, and old settings links open the matching Platform page. See Settings are in Onyx Platform.
Create a customer link from Customer onboarding or the Customers list. The customer is created straight away and named after their tenant once they connect. See Create a customer link.
No. Deal Hub prepares the email; you copy it and send it from your own mailbox. Reissuing or withdrawing a link doesn't email anyone either.
No. Microsoft 365 and Azure are connected read only. Disconnecting removes the cached data and stored credentials from Deal Hub.
As Is is what the customer has today. Right Sized removes licenses nobody is assigned. Optimized goes further, using real usage, overlaps and admin roles, reviewed by an agent. See How scenario planning works.
In the customer's Documents tab, under Generated, with every version. See Documents.
No. Prices come from Partner Center, your activated price lists or Microsoft's published prices, and each source is named. The agents explain and decide quantities; they can't write a price. In the Document Studio, the AI writes the words and the figures come from the customer's data.
Ask Maya. Select the Maya launcher in the bottom-right corner, or choose Ask Maya in the command palette. See Ask Maya.
Select the book icon in the top bar (Documentation), or choose Documentation in the command palette. The guide opens in a new tab.
No. Onyx reads every price list for both and sorts the products itself. It only asks you to Place the products when the file mixes the two and it isn't sure about some. See Pricing.
On Onyx Platform: the account menu's Settings, My profile and Organization. See Settings and User Management.
Problems
The screen says what's missing. See If you see an access screen.
Deal Hub did not answer in time. Try again in a moment. Choose Try again. If it keeps happening, contact your GEM.
You were signed out, so the link sent you to sign in first. Once you're signed in, open Deal Hub from the Platform sidebar or its Dashboard tile, then open the link again.
Deal Hub shows the customer's last synced data, dated, until they connect their tenant again. Choose Send reconnect link on the customer's M365 data or Azure data tab and send the new link to the customer. See Customer onboarding.
The customer hasn't connected yet, or the first sync is still running. Check the link's status in Customer onboarding. If they connected with permissions missing, ask them to use Re-grant permissions.
Open it in Customer onboarding and choose Issue a new link, then send the new link. See Track and manage links.
Check that your organization has an active price list for the purchase source. Activate a price book before starting a scenario. See Pricing. A product that still can't be priced shows a warning icon on its row that says why.
That's expected. The license review covers every user who holds a paid license. Users with no license (often shared mailboxes, guests or former staff) or with only free licenses have nothing to optimize, so User licences gives that reason instead of a recommendation. The export says the same. See User licenses.
Microsoft no longer sells it, so it isn't billed. Its row names what it renews as. In a scenario, switch it to that product in one click; on quotes and exports it stays at $0 with Retired by Microsoft: not billed. See The lines.
Scenarios are priced without incentives and funding. Nothing is blocked: prices, quotes and exports still work. Incentives come back on their own once Onyx activates new Microsoft incentive data.
They have no price yet. Before the quote opens, Deal Hub lists them under Products shown at $0: choose Edit to fix them, or Continue. See Create a quote.
Price lists are uploaded in Onyx Platform's Settings › Pricing. Your organization needs a Microsoft purchasing channel on Company, and you need to be an organization admin. See Company.
Onyx needs an answer: matching the file's columns, placing products, the price basis or the month. Answer it on the upload card in Onyx Platform's Settings › Pricing. See Questions on the card.
Choose Check again. If it shows Processing stalled, use Read the document again.
Maya's chat didn't load. Choose Ask Maya in the command palette again. If it keeps happening, contact your GEM.
It's hidden while the Document Studio is open, so it doesn't cover your document. Leave the studio and it comes back.
That's fine. It keeps building. Open it from the customer's Documents with Open progress.
Someone else saved the document after you opened it. Choose Reload to open the newest version.
Still stuck?
For a Microsoft licensing question, ask Maya. For anything else, contact your GEM with Contact your GEM at the foot of the sidebar. See Your GEM. For the words Deal Hub uses, see the Glossary.