Q: Where do I go for help?
For product support or technical help with the FICO Analytic Cloud, please contact Support. You must log in to your FICO Analytic Cloud account in order to access the “Request Support” link from the portal. For questions regarding pricing, product info, or to be contacted by a FICO sales representative, please contact us. To submit a general FICO Analytic Cloud portal support question without logging into the portal, submit the Contact Us form with the “FICO Analytic Cloud Support” nature of inquiry checkbox selected. A FICO support representative will follow up shortly.
Q: How do I get a user account?
You may create a FICO Analytic Cloud/FICO Community user account by clicking the [Sign up] button in the masthead of the FICO Analytic Cloud website, and following the instructions provided.
Q: How do I reset my password?
To reset a password for your user, click the “I forgot my password.” link from the Log in page and follow the steps presented.
Q: How can I add additional users to my multiple user subscription for my tenant?
Certain solutions available through the FICO Analytic Cloud are enterprise solutions intended for multiple users within a given organization. When subscribing to a multi-user solution, the subscriber’s application administrator will have rights to add (or remove) users and define roles within the limits of the subscription. Other FICO Analytic Cloud solutions are single-user applications, with each user assigned to an individual subscription.
Q: What languages are supported in the FICO Analytic Cloud?
The FICO Analytic Cloud website is currently provided in English (only). Certain applications and tools available through the FICO Analytic Cloud Marketplace are available in other languages. For details about our cloud offerings, see the product descriptions available via the DECISION MANAGEMENT SUITE section of the FICO Analytic Cloud website, or individual solution descriptions in the Marketplace. If you would like more information about language options for any specific solution, please contact us.
Q: What web browsers work with the FICO Analytic Cloud?
The FICO Analytic Cloud currently supports Internet Explorer 9+, Mozilla Firefox, Google Chrome, and Safari 7+. If you elect to use Internet Explorer to use FICO Analytic Cloud system components, it is recommended that you upgrade to Internet Explorer version 11 or higher to reap the latest security benefits. The FICO Decision Management Suite currently supports Internet Explorer 9+ and Mozilla Firefox. Other applications and tools available through the FICO Analytic Cloud may have unique browser requirements, and users will be prompted if a browser incompatibility is detected. Users running Internet Explorer 9+ should ensure their browser mode is set to “Standard” and not “Compatibility” mode. To disable Compatibility mode:
- Open Internet Explorer.
- Click the Alt key to display the menu bar and select Tools > Compatibility View settings.
- Clear the “Display intranet sites in Compatibility View” and “Display all websites in Compatibility View” check boxes.
- Close the Compatibility View Settings dialog box and press F5 to refresh the browser.
Q: How do I ensure end user notification emails from the FICO Analytic Cloud are sent to my inbox?
External users and customers who sign up for the FICO Analytic Cloud should ensure that no emails from firstname.lastname@example.org are being filtered into a “junk” or “spam” folder. If this scenario occurs, users should consider adding email@example.com as a whitelisted sender on a “safe sender” list for their email account. More specifically, users who sign up from UK or South African regions may need to contact their IT departments or ISP providers to request firstname.lastname@example.org sending address be added to the appropriate whitelist to avoid FICO Analytic Cloud notifications being blocked as spam.
Q: Why will videos not play on Internet Explorer 9?
All videos on the FICO Analytic Cloud are hosted by YouTube.com. YouTube has announced that its service is no longer supported on Internet Explorer version 9 (after Internet Explorer 11 was released to the public). As a result, users cannot view videos on the FICO Analytic Cloud portal from Internet Explorer 9 browsers. FICO Analytic Cloud users are recommended to play videos from other supported browsers such as Internet Explorer 10+, Google Chrome, and Safari.
Q: What should I do if playing a video using my Firefox browser displays a warning indicating the Adobe Flash plugin is vulnerable?
On July 13, 2015, Mozilla announced that it would block the Shockwave (Adobe Flash) plugin by default for all Firefox users as this plugin was detected as vulnerable. As a result, users who attempt to play videos on the FICO Analytic Cloud portal from Firefox browsers may see a warning displayed that explains the plugin is vulnerable and will prompt users to “Activate Adobe Flash” before the video will play. FICO Analytic Cloud users are recommended not to activate this browser plug-in, but instead to play videos from other supported browsers such as Internet Explorer 9+, Google Chrome, and Safari.