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Hello 


For a few weeks now our organisation charts have not been updating correctly when the data is refreshed (Org chart / data / manage data / refresh dataset).


After refreshing some of our organisation charts become flat as if there were no hierarchy. 


Our organisation charts are linked to Google Sheets where the structure has not changed since they were created several years ago. The data contains no loops and is entered correctly.


What we tried : 



  • Replace dataset : Doesn't work the Org chart goes flat (same than with a simple refresh)

  • Creating a new Org chart from the very same source the Org chart is ok. Which confirm that the data are correct. But we need our original chart to work as it is embeded in a lot of other tools.


It seems to be random (out of several org charts linked to the same Google sheet some still work others don't). 


Do you have any idea what's causing this problem and how to fix it? 


Thanks a lot!

Hi Christine 


Thanks for posting in the Community! While every account type has the ability to do a one-time import of a dataset to automatically structure an org chart -- advanced features like data refresh data replace and data overlay are only available to Enterprise accounts. To view the data visualization features available for each account type please review this Help Center article. 


If you have an enterprise account or believe this is not the issue would you please send in a support ticket and we can take a closer look at your documents to identify the problem! 

Thank you ! 


I sent a ticket. 

Hi Christine thanks for doing that! Our team will get back to you soon -- please refer to your email for further communication.

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