binse

Support

One address, answered by one person.

Write to support@binselytics.com. The reply comes from Binse Analytics.

The stated window is 48 hours, counted on working days. Monday to Friday, Irish time, not counting Irish public holidays. That is an undertaking rather than a measurement. Binse has no customers yet, so there is no average reply time to publish, and inventing one would undo everything else on this site.

A message that names the version, the part of the app and what was on the screen gets a better answer than one that does not. One log covers the whole product, Data Flow, Dashboards, Diagrams and scheduled runs together, because they are one process: it is a plain text file at %LOCALAPPDATA%\Binse Data Analytics & Dashboards\logs\log.txt and can be attached as it is. A diagram that was open when something went wrong also leaves a recovery copy under %LOCALAPPDATA%\Binse Data Analytics & Dashboards\diagrams-recovery\, which is worth attaching when the question is about a diagram. The installer and its folders still carry the product's full earlier name, Binse Data Analytics & Dashboards.

Four questions will generate most of the email that ever arrives here, so the answers are written out below rather than kept in a knowledge base behind a sign-in.

What this is not

There is no telephone number, no live chat, no ticket portal and no cover outside working hours. Support is written in English. A message is read by one person and is not passed to anybody else.

01 · Moving to a new laptop

Moving to a new laptop.

A licence covers one user. Installing Binse again on a computer already covered costs nothing. The work moves as files, and the licence moves with a button, in these six steps.

  1. On the old machine, copy the folder Documents\Binse Data Analytics & Dashboards\. Workflows, dashboards, diagrams, schedules and everything else you saved are ordinary files inside it, and the shape libraries, templates and plugins you added to Diagrams are in folders under Diagrams\, so copying the folder copies the lot.
  2. Still on the old machine, press Release this computer, in the footer of the home page, of Data Flow or of Dashboards. It needs an internet connection, and it gives that computer's place on the licence back.
  3. Install Binse on the new machine. The download, the hash and the first-run prompt are on the install page.
  4. Open Data Flow or Dashboards, paste the licence key from the receipt email into the Licence key box, and press Activate. A copy licensed by a file issued by hand needs a new file for the new computer instead, loaded from the same screen, and support issues it against the computer code shown there.
  5. Put the copied folder back under Documents\ on the new machine, under the same name.
  6. Open the Schedules page once. Every switched-on schedule that has lost its Windows task is given one back in the background while the list loads.

How this actually works

Installing Binse again costs nothing. The activation is saved outside the program folder, so a repair or a fresh install of Binse on the same computer finds it where it was.

Renaming the PC does not make it a new computer. Binse identifies a computer by a computer code made from the Windows machine identifier alone, so renaming the PC or signing in under a different Windows account leaves the code as it was. Reinstalling Windows gives the computer a new identifier, and Binse then treats it as a computer it has not seen, which is why step two comes before a machine is wiped.

Releasing a computer is a button. If the old machine is already gone, lost or dead before anybody pressed it, write to support naming the key, and its place is given back by hand inside the response window.

What does not travel

The run history lives under Local AppData and is not restored by copying schedule files, so a rebuilt machine starts its history again. A schedule that names a flow by a path on the old machine's drive letter needs that path to exist on the new one.

Database connections are a connections.json file under %LOCALAPPDATA%. A password is never written into it, so on the new machine set the environment variable again, or type the password when the connection is first used.

Diagrams keeps its own settings and its shared palettes under Local AppData as well, so a new machine opens Diagrams with the defaults. The part that matters, the diagrams themselves and the libraries, templates and plugins you added, is under Documents and travels with the folder.

02 · Where is my key

Where is my key?

The licence key comes in the receipt email. If the email has gone, the key is still findable.

In the receipt email. Lemon Squeezy is the merchant of record for every sale. It makes the licence key at the checkout and sends it with the receipt, so the key is in that email rather than on a page of this site.

If the email has gone. Write to support from the address the purchase was made with. The order is found by hand and the key is sent back. Nothing is reset and nothing is reissued, so an old copy of the key stays valid.

What the key is for. The licence screen in Data Flow and Dashboards has one box, labelled Licence key. Paste the key, press Activate, and the app confirms it with Lemon Squeezy from then on, about once a week, in the background. A shop that hands out keys from a list issues a key in the shape BINSE-XXXX-XXXX-XXXX instead, and the same box takes it. The security page prints what each kind sends.

Not open yet. The store has not opened, so no key has been sold. Until it opens, a licence is a file issued by hand against the computer code Binse shows under Have a licence file, or need one issued by hand?, and this page will say so on the day that changes, with the date on the changelog.

03 · The SmartScreen prompt

“Windows protected your PC.”

Windows says that the first time the installer runs, because the installer is not code signed. It is the first thing a buyer meets, so it is printed here and on the homepage rather than found later.

What to press. Choose More info, then Run anyway. The publisher shows as unknown, and that is accurate: there is no Authenticode signature on the shipped file and no signing step anywhere in the installer script.

Check the file before pressing anything. The SHA-256 of the published installer is on the install page, beside the download, with the receipt it was measured in. Because the file is unsigned, that hash is the check that exists.

Nothing asks for administrator rights. The installer asks Windows for the lowest privileges it offers and installs into one user's own AppData folder. There is no Windows service, no machine-wide registry key and no elevation prompt.

A managed machine may refuse outright. Where an employer blocks unsigned installers by policy, the prompt does not offer Run anyway at all, and nothing inside Binse can change that. The next step there is a conversation with whoever manages the machine, and the hash on the install page is what they will ask for.

A certificate has not been bought. Until one is, every first run meets this prompt. It is a fair reason not to buy, and support cannot make it go away.

04 · Connecting to a data warehouse

Connecting to a data warehouse.

A warehouse connection is set up once and shared by the whole app, and it is also the warehouse Explore in Binse Enterprise was built against. No live warehouse project has answered a query from Binse yet, so treat what follows as the documented path rather than a proven one. The engine that has answered real queries is DuckDB, over local files.

There are two parts to it: a connection string and a sign-in that happens outside Binse, with the warehouse itself. Binse Enterprise adds a third for Explore, a guard on what a query is allowed to read.

Add the connection

Open Connections to databases and APIs from the home page, or press the plus beside the connection picker on a tool. The connection string is bigquery://project/dataset, for example bigquery://acme-analytics/curated. That dataset becomes the default, so a table in another one is named as dataset.table, and a table in another project as project.dataset.table. Add ?location=EU when the data is not in the multi-region the driver would otherwise guess.

The driver is bundled in the installer, so there is nothing to download and no pip install line to run.

Sign in once, outside Binse

With no credentials option in the string, the driver uses the machine's default credentials. On an ordinary laptop that means running this once, in a terminal, with the warehouse's own command-line tool:

gcloud auth application-default login

A browser window asks you to sign in and leaves the credentials where the driver looks for them. That command-line tool is not part of Binse and is installed separately, from whoever runs the warehouse. Binse writes no key of its own, and there is a test that fails the moment that default changes.

Queries run as the person who asked

Every query carries that identity, so the warehouse's own access control decides what may be read. A table you cannot see in the warehouse is invisible in Binse, and the error text comes from the warehouse. In Binse Enterprise, two people opening one Explore report can see different numbers, or one of them an error, because they hold different grants. An Explore catalogue says what is published, not who may read it.

A service-account file can be named with ?credentials= for the rare case that needs one. Binse hands that file to the driver and creates no key itself.

The cost guard · Binse Enterprise

Before an Explore query runs, Explore asks the warehouse in a dry run how many bytes the statement would read. Above 1 GB Binse stops and asks. The second threshold, 10 GB, is handed to the driver as max_bytes_billed, so the warehouse itself refuses the query. Both are settings, described here at their defaults.

The guard fires only where the driver returns an estimate, and that estimate is the warehouse's own dry run. A catalogue over local files returns none, so on that path there is no byte figure and no warning. An estimate is also what the warehouse said before the query ran, and not a bill.

05 · The part nobody else prints

What support cannot do.

Set in the same typeface, at the same size, on the same page as the undertaking above. A support promise that is quietly narrower than it sounds is worse than a small one stated plainly.

01

One person, one address.

There is no second line, no escalation path and no cover while the person answering is ill or away. A backlog after a week off is a real backlog, and a message saying so is what arrives instead of silence.

02

No out-of-hours answer.

The window runs on Irish working days. A message sent on a Friday evening is answered in the following week, and a scheduled run that fails on a Saturday night waits for that.

03

Support cannot recover your files.

Nothing is stored away from the machine Binse runs on, so there is no copy of a workflow, a dashboard or a catalogue to send back. Backups are the owner's own. The upside is the reason: there is no cloud holding any of it.

04

Support cannot see your data or your screen.

There is no remote session, no telemetry and no crash reporter to read. A description, the message text and the log file are the whole of what a diagnosis is made from, which makes a precise report worth more here than elsewhere.

05

No promised fix date.

A bug report gets a reply inside the window. The fix lands in a release, and the changelog carries the date it landed. Nobody here can commit to a date for work that has not been done.

06

Some licence work still moves at human speed.

Releasing a computer is a button in version 2026.9.16.3. Issuing a licence file by hand, releasing a computer that is already gone and finding a lost key are done by a person. They are quick, and they are not instant, and nothing on this site pretends otherwise.

07

Support is not consultancy.

Questions about the product are answered. Building somebody's workflow, modelling their warehouse or writing their dashboard is separate work, and the honest answer to a request for it is a conversation about scope rather than a free afternoon.