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Dashboard shows stale or unexpected numbers

You’re looking at the admin dashboard and the numbers don’t match what you expected — the totals seem outdated, a metric looks too high or too low, or a card changed in an unexpected direction.

What’s happening

Section titled “What’s happening”

Dashboard metrics are calculated nightly from your organization’s data. The “as of {time}” note below the page title tells you when the last refresh ran. Numbers that changed after last night’s refresh won’t appear until the next nightly update. This is expected behavior — the dashboard is designed for daily at-a-glance review, not real-time counts.

Other common causes:

  • The sparkline range changed. If you or another admin changed the sparkline window (from 90 days to 12 months, for example), the trend line will look different. Check the sparkline range control in the page header. Select Reset to default to return to 90 days.
  • Test-mode members are included. By default, test-mode members are excluded from all metrics. If someone turned on test-mode inclusion elsewhere, the counts may include sandbox data.
  • The number is correct but surprising. If churn went up or MRR dropped, the data is probably right. Select the ? on the metric card to open the methodology panel and see exactly what’s included in the calculation.

How to fix it

Section titled “How to fix it”
  1. Check the freshness note below “Dashboard.” If it shows a time from earlier today or yesterday, the numbers are from the last nightly refresh — they’re correct as of that time.
  2. Check the sparkline range control in the page header. If it shows a range you didn’t expect (for example, “Last 12 months” when you expected 90 days), select the range control and reset it to 90 days.
  3. Select the ? on a rate metric card to open the methodology panel. This shows the exact formula, data sources, and exclusions — it confirms how the number was calculated.
  4. If a single card shows an error rather than a value, select Retry on that card. Other cards are not affected.

If that didn’t work

Section titled “If that didn’t work”

If the numbers still look wrong after checking the freshness note and methodology, reach out to support with:

  • Which metric you’re questioning
  • What you expected it to show
  • The “as of” timestamp from the dashboard
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