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Troubleshoot common data and calculation issues

Use this guide when a transaction is missing, a commission was not calculated, an assignment is absent, a target is stale, totals do not match, or Perslace Intelligence shows inconsistent information.

Applies to: Admins, Finance users, data owners, managers, and Support
Prerequisites: The affected workspace, person, scheme, and period; a safe record ID; the applicable currency; and preserved evidence

Preserve the original evidence and identify the first failing stage before changing any configuration.

Problem

Section titled “Problem”

State one observable problem and the expected result. Record the sanitised page path, role, period, time zone, and time.

Remove query strings, tokens, invitation links, and sensitive identifiers from anything you record or share.

Likely causes

Section titled “Likely causes”
Symptom Likely areas
Missing transaction Source, dates or time zone, sync, mapping evidence, or identifier
No commission Transaction, assignment, metric, qualifier, rule or tier, or cycle
Employee absent Membership, assignment method, or assignment dates
Target stale Metric, period, source freshness, or recalculation
Totals differ Period, scope, forecast versus actual, currency, refresh, or aggregation
AI differs Plan context, scope, period, baseline, or currency

Checks to perform

Section titled “Checks to perform”

  1. Confirm the workspace, role, person, and period.

  2. Align date and time filters across the source, Data, Dashboard, and Reports.

    Screenshot recommended: matching, sanitised Dashboard and report filters.

  3. Find the transaction by a safe ID. Compare its date, visible employee attribution, and values.

  4. Review the Metric Definition’s aggregation, column, sign mapping, and filters.

  5. Review the assignment and its dates, qualifiers, evaluation mode, rule, tier, and cap.

  6. For campaigns, verify dates. Use the detail view if Campaign and Milestone wording conflicts.

  7. For targets, confirm the metric and end date. Recalculate only after validating the data.

  8. For totals, compare the same actual or forecast type, currency, scope, and data freshness.

  9. For Perslace Intelligence, validate the result against the source plan or report.

Resolution steps

Section titled “Resolution steps”
  1. Correct any filter or scope mismatch before changing data.
  2. If the record exists at the source but is missing in Perslace, investigate sync and mapping evidence before checking scheme rules.
  3. Change only the first verified metric, assignment, or rule defect, and only with approval.
  4. Re-run a test using one known record.
  5. Reconcile the result and preserve before-and-after evidence.

The same person, period, scope, currency, metric, and scheme should reconcile. If they do not, the first failing stage should now be reproducible.

Never send credentials, raw exports, or unredacted employee or client data.

When to contact support

Section titled “When to contact support”

Contact Support when:

  • A source record remains absent after the expected refresh.
  • A verified calculation path returns no result.
  • A route is blank.
  • Aligned totals still differ.
  • Perslace Intelligence shows the wrong plan or currency.
  • Approved financial data would need to be changed.

Information to include

Section titled “Information to include”
  • Safe workspace ID, sanitised page path, and role.
  • Anonymised person and transaction IDs.
  • Scheme or campaign and Metric Definition.
  • Expected and actual result, period, time zone, currency, and assignment dates.
  • Reproduction steps, time, last successful result, and checks completed.
  • Browser, device, product version, and sanitised screenshots.
Section titled “Related articles”

Last updated: August 2026