Support & Troubleshooting
At Avonni, we're committed to helping you succeed with our components. Whether you're just getting started or building advanced solutions, this page is your one-stop resource for getting help, resolving common issues, and knowing when to contact our support team.
What Our Standard Support Covers (and What It Doesn’t)
Our standard support covers issues specific to the Avonni Components Suite—for example, if a component isn’t working as expected.
We do not provide general support for Flow Builder or assist with troubleshooting entire flows that are not working as expected.
If you require assistance with more complex flow design, custom solutions, or advanced troubleshooting beyond our components, our consulting services may be the ideal fit for your needs.
Before Contacting Support
Quick Troubleshooting Checklist
Over 80% of support questions are solved by following these simple checks. Please go through them before reaching out — it could save you valuable time!
1. Check Your Package Version
Many issues stem from using outdated versions of the Avonni Components package.
➤ Latest version available? Visit: https://docs.avonnicomponents.com/releases-notes/flows-experience-sites
➤ Subscribe to updates to be notified about new releases and improvements.
2. Test in an Incognito or Private Browser Window
Sometimes, browser extensions or cached data interfere with Avonni components.
Try reproducing the issue in an Incognito/Private session.
If the issue disappears, it's likely related to your browser settings or cache.
3. Check Lightning Web Security Settings
The performance and behavior of Avonni Components can be impacted if Lightning Web Security is disabled in your Salesforce Org.
We strongly recommend enabling Lightning Web Security to ensure optimal functionality.
4. Confirm Flow API Version
Using an outdated Flow API version can lead to performance issues or unexpected behavior.
Open your Flow in the Builder.
Check the API version — we recommend using the latest supported API version.
5. Review User Permissions
Ensure the affected users have the correct setup:
✔ Assigned the appropriate Permission Sets for Avonni Components.
✔ Correct Object and Field-Level Security (FLS) permissions are in place.
How to Contact Support
If you've completed the checklist and still need assistance, we're here to help.
✉️ Support Email
Reach us at: [email protected]
To help us assist you as quickly and efficiently as possible, please include the following information in your message:
✔ Package version of Avonni Components you're using.
✔ Org ID where the issue occurs.
✔ If possible, please grant temporary login access to our support team. This allows us to investigate directly within your org. Learn how to grant access →
✔ The name of the Flow, Screen, or Salesforce Site where the issue happens.
✔ A clear description of the issue and steps to reproduce it.
✔ Screenshots or screen recordings, if applicable.
The more details you provide, the faster we can resolve your issue.
🕒 Support Hours
We’re a Canadian company, and when you talk to us, you’re speaking directly to the people who build and support Avonni.
Monday - Friday
8:00 AM - 6:00 PM EST
We aim to respond to all support inquiries within one business day. During peak periods, responses may take slightly longer, but rest assured — we'll get back to you as soon as possible.
Please note: On Canadian bank holidays, our support team is unavailable. This means responses may be delayed, but we carefully review all messages and prioritize responding once we return to work.
💼 Sales Inquiries
For pricing, licensing, or partnership questions, contact: [email protected]
How to Report Bugs
Have you encountered a bug? Here's how to provide all the essential information for a speedy resolution.
You can report bugs in two ways:
Via the chat feature located in the bottom-right corner of your screen.
By emailing us at [email protected].
What information should I include?
The more details you provide, the faster we can investigate and resolve the issue:
✔ Is your request related to a specific Screen Component? Please mention it.
✔ Steps to reproduce: Describe precisely what you do, what happens, and what you expect to happen instead.
✔ Error Messages: If applicable, include any error messages, especially those shown when using Flow Debug Mode.
✔ Visual Evidence: Screenshots or short videos demonstrating the issue are extremely helpful.
✔ Org Access: For quicker resolution, consider granting us temporary access to your Salesforce Org. How to grant access →
✔ Org ID, Flow name, and affected Sites.
The more complete the information, the faster we can assist you.
Our Support Commitment
Whether you're on a free plan or a paid subscription, we're committed to you and care about your success.
Paid Users
Priority support with faster response times and dedicated assistance.
Free Users
We strive to assist you as quickly as possible; however, response times may vary depending on the volume.
Troubleshooting
Here are the most common errors when adding a flow that includes Avonni componentswith Avonni components inside.
Flow API Version
If you're running into issues with Avonni Components, ensure the flow you're having issues with is running on the latest API version. You can check this in your flow settings. This might help resolve some problems up front.
Avonni Components Access
You do not have the level of access necessary error
You'll see this error message on a flow in Experience Cloud if the user doesn't have permission to run it. Ensure that users with the selected profile either have general flow permissions or their profile is explicitly listed as able to access this flow.
You don't have access to this Avonni Component error
This error happens when either:
The affected user doesn't have the necessary permission set assigned to them.
The selected user doesn't have a license assigned to them.
To fix this, you can add a license to the user by going to the Installed Packages page in Salesforce Setup and then clicking Manage Licenses.
Flow and Avonni Components are Visible, but No Data
If you see the flow and Avonni Components on your page, but the components are empty (no data is displayed), it's usually a permissions issue.
Check these two things:
Object and Field Permissions: Ensure the users experiencing the issue have at least "Read" access to the object and fields you're trying to display in the Avonni Components.
Apex Class Access: Check the affected user's profile to ensure they have access to the necessary Avonni Apex classes. If not:
Go to the profile settings.
Search for "Avonni Components (avcmpbuilder)" APEX classes.
Add those classes to the profile
Flow Deployment process
You might encounter problems deploying flows built with Avonni Components from your sandbox to production. This can result in various error messages. In most cases, these errors happen because different versions of the Avonni package are installed in your sandbox and production environments.
To fix this, ensure you're running the same version of the Avonni package in both your sandbox and production. You can always update to the latest version from our AppExchange listing page.
Additional Resources
We want to empower you to get the most from Avonni Components.
Still Have Questions?
No problem — we’re here to help. But please take a moment to review the troubleshooting checklist above first — it resolves most issues quickly.
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