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Report shows no results or wrong totals

You ran a financial report and got an empty table, or the totals don’t match what you expected.

What’s happening

Section titled “What’s happening”

No results (empty table): When a report returns zero rows, MapleGather shows an empty state — “No revenue in this period” or similar — rather than a broken table. This usually means your filter combination matched nothing, not that something is wrong.

Wrong totals: The most common causes are:

  • Accrual vs. cash basis mismatch — the report is on Accrual and you expected Cash (or vice versa). The footer at the bottom of every rendered report states which basis is active.
  • Filters changed after the last run — if you changed a filter or the basis toggle after the report ran, the result area dims and shows: “Filters changed — these numbers are from your last run. Run report to refresh.” You’re seeing old numbers.
  • Test-mode data — test-mode payments are excluded by default. If your test environment has payments you expected to see, turn on Show test-mode.

How to fix it

Section titled “How to fix it”
  1. Check your date range. Make sure the start date is before the end date. An “End date must be after start” error means the range is reversed — correct the dates and run again.
  2. Check the Accrual / Cash basis toggle. Select ? to read the plain-language explanation: “Accrual = counted when you billed it. Cash = counted when the money arrived.” Switch to the basis that matches what you’re reconciling against.
  3. If the result area is dimmed with a warning, select Run report to refresh the results with your current filters.
  4. Check the Show test-mode toggle. If it’s on, the figures include sandbox payments — turn it off to see only live data (a blue “TEST MODE included” banner appears when test-mode data is active).
  5. If the report genuinely returned zero rows for a period where you expect data, verify that the payment or invoice dates fall within your selected range. Accrual uses the invoice date; Cash uses the payment date — these can differ by days or weeks.

If that didn’t work

Section titled “If that didn’t work”

If totals still don’t reconcile after checking the basis and filters, contact support with:

  • The report type and filters you used
  • Which basis (Accrual or Cash) was active
  • The expected total and what the report showed
  • A screenshot if possible
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