# Troubleshoot reports and analytics

> Fix empty dashboards, missing recent activity, numbers that don't match another app, counts that are too high or too low, and unknown sources.

Canonical: https://help.spacebrain.ai/troubleshooting/analytics-delays/
Last modified: 2026-09-25T00:00:00.000Z

Use this page when a report or dashboard is empty, out of date, or doesn't match what you expect. Reports are built from your records, so first check the record exists, then check the report's filters, and only then look at the numbers. This page is for anyone who reads reports.

## The dashboard is empty [#the-dashboard-is-empty]

**Fix:**

1. Check you're in the right workspace or sub-account.
2. Reset the date range, time zone, and filters (such as owner, channel, status, or campaign).
3. Check the underlying record exists: the call, message, form response, lead, post, or automation run.
4. Check the connected app or setup the report needs is working, for example Google Search Console for SEO reports.
5. Try a past date range that has finished, not just today.

If the record doesn't exist, the problem is capturing it, not the report. If it exists but the report is empty, note its ID and time for support.

## Recent activity is missing [#recent-activity-is-missing]

**Why:** records appear straight away, but reports can take a little longer to include them.

**Fix:** wait a few minutes and refresh once. Don't create extra test activity just to make a chart move; that can contact customers or use credits.

## Numbers don't match another app [#numbers-dont-match-another-app]

**Why:** apps count things differently.

**Fix:** make sure both reports use the same:

* Account, page, mailbox, property, or campaign.
* Date range and time zone.
* Definition. A "click," "view," "conversion," or "delivered" message can mean different things in different apps.
* Rules for test traffic, bots, and duplicates.
* Refresh time. Some apps update hours or days later, and can change past numbers.

Write down how the two relate rather than forcing them to match.

## Counts are higher than expected [#counts-are-higher-than-expected]

**Why:** tracking installed twice, repeat submissions, webhook retries, automations that loop, page reloads, or test traffic.

**Fix:** compare the IDs of individual records or events. Don't delete records until you know whether the problem is in capturing or in reporting.

## Counts dropped after a change [#counts-dropped-after-a-change]

**Fix:**

1. Note when you changed something: a new page version, a reconnected app, a domain change, a cookie banner, a filter, or a campaign edit.
2. Compare the same length of time before and after.
3. Check whether the real business result dropped too, for example actual bookings. Sometimes only the measurement changed.

## The source says Unknown [#the-source-says-unknown]

**Why:** the visitor's source wasn't captured, often because of missing campaign tags in links, redirects, cross-domain journeys, cookie choices, browser privacy settings, or a switch between devices.

**Fix:** add campaign tags to your links and keep campaign names consistent. "Unknown" is better than guessing the wrong source.

## SEO, social, or other app data looks old [#seo-social-or-other-app-data-looks-old]

**Fix:** check the connected app, the account selected, the last refresh time, and the app's own status page. Search, social, and backlink data updates at different speeds. Treat estimates as estimates, not live numbers.

## A percentage looks alarming [#a-percentage-looks-alarming]

**Fix:** check how many items it's based on. One failure out of two is 50%, but that's very different from 5,000 out of 10,000. Look at the counts and a few example records alongside any rate.

## Contact support [#contact-support]

Open **Help & support**, select **Contact**, or see [contact support](/troubleshooting/contact-support/). Include:

* Workspace and the report's name.
* Date range, time zone, and filters.
* The number you see and what you expected.
* IDs and times of a few records that should be counted.
* The last period that looked right, and what changed since.

## Next step [#next-step]

Learn how reports work in [reports and analytics](/platform/reports-and-analytics/).