There are several reasons why you might not see a user in your stats or reports. Check these common causes:
Future start date: Users only appear in reports from their start date. Check this guide to verify start dates.
Virtual user status: Virtual users do not show on reports. See this guide to confirm if an account is virtual.
Correct site assignment: Ensure the user’s account is linked to the right site. Refer to this guide to check a user’s site.
Hierarchy issues: If none of the above apply, please raise a support case. Include the user’s name and site so we can investigate.
Can't see a new user
If it’s a new user you can’t see, follow this guide for further help.
Can't see any staff
If you can't see any of your staff in the stats and reports, follow this guide for further help.