There are three possible reasons why a user might not show up in your reports.

  • The “Show on reports” option is disabled on the Manage Users page.
  • The user was deleted from the account.
  • The user joined or created a different company’s account and isn’t registered under your company’s account.

Let’s go over how to correct these three situations so that the user will start to show up in your reports.

Show on reports” option is disabled on the Manage Users page:

  1. Go to Settings -> Manage Users.
  2. Locate the user’s account and scroll to the right hand side of the page.
  3. In the “Show on reports” column, that user’s toggle is switched on.



If the user was deleted from the account:

If the user was deleted recently, the account can be restored by going to Settings -> Manage Users -> Deleted Users and 

clicking “Restore.”



If the user joined or created a different company’s account and isn’t registered under your company’s account:

The user can check the company’s name in the top right corner of their web account or the top left corner of the desktop application


If the user isn’t registered under your company’s account, you’ll need to re-invite them to join your company’s account. 

You can send another invite (if you’ve already sent one previously) from the Manage Users page. If this is a new user, you can send an invite from the Invite page.