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Reconciling dashboard, report, and imported totals

Problem

Section titled “Problem”

An imported-data total, a standard report, and a Dashboard value appear to represent the same measure but do not match.

Likely causes

Section titled “Likely causes”
  • Different date ranges, time zones, or period boundaries
  • Different organisation, branch, group, employee, scheme, or transaction scope
  • A forecast-labelled value is being compared with an actual value
  • Different currencies or currency labels
  • Different filters, transaction statuses, or aggregation levels
  • A source sync completed after one view was loaded
  • Carry-forward or adjustment context is included in only one view
  • The views do not use the same metric definition or business meaning

Checks to perform

Section titled “Checks to perform”
  1. Write down the exact names of the imported field, report measure, and Dashboard card.
  2. Use the same Custom start and end dates in every available view.
  3. Align the organisation scope and any branch, group, employee, scheme, status, or transaction filters.
  4. Confirm the organisation currency and the currency shown in each view.
  5. Check whether any card is labelled Forecasted Commission or Forecasted Revenue. Compare actual with actual.
  6. Note Last Sync, the relevant Sync History result, and the time each view was refreshed.
  7. Open the most detailed suitable report and compare a small, sanitised sample of records.
  8. Confirm whether each total is a sum, count, rate, or another aggregation. Exact report formulas still require product confirmation.
  9. Check whether payout carry-forward or adjustments explain a legitimate difference.
  10. Record the first stage where the same sample stops matching.

Resolution steps

Section titled “Resolution steps”
  1. Correct only the verified filter, scope, period, or currency mismatch.
  2. If data is still refreshing, wait for the configured refresh window and check Sync History before comparing again.
  3. Reconcile the small sample first, then the complete period.
  4. Document any legitimate difference in business meaning between the views.
  5. If the first mismatch is in imported data, resolve the source or mapping issue before changing a metric or scheme.
  6. Do not edit approved data, scheme rules, or financial results merely to force the totals to agree.

Expected result

Section titled “Expected result”

The totals reconcile, a legitimate semantic difference is documented, or the first failing stage is isolated with reproducible evidence.

Important notes

Section titled “Important notes”
  • The exact formulas behind every report and Dashboard card were not fully validated.
  • Refresh cadence is organisation-configurable; the ten-minute setting seen during review is not a universal default.
  • Treat exports and screenshots as financial and personnel information.

When to contact support

Section titled “When to contact support”

Contact Support when the same period, scope, currency, refresh state, metric, and actual-versus-forecast basis are aligned but the totals still differ.

Information to include in the support request

Section titled “Information to include in the support request”
  • Sanitised names or paths of the compared views
  • Exact period, scope, filters, and currency
  • Metric or card names
  • Last Sync and comparison timestamps
  • Expected and displayed totals
  • The first mismatching stage and a redacted sample identifier
  • Redacted screenshots and report export metadata

Do not include a raw client export, query strings, tokens, credentials, personal data, or unrestricted financial records.

Section titled “Related articles”

Last updated: August 2026