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Troubleshooting Reports with No Data or Numbers That Do Not Match

Troubleshooting · Updated

On this page
  1. Symptom: "No record found!"
  2. Symptom: a report is not in the menu
  3. Symptom: report totals differ from the Dashboard or another report
  4. Symptom: PDF does not open
  5. Symptom: Excel has fewer columns than expected
  6. Symptom: "Email sent successfully." but no mail
  7. When to escalate
  8. Tips and FAQ

Symptom: "No record found!"

Likely causes:

  1. Dates: reports start on the PMS date, not the computer date. Today's business may sit on the previous date until the audit is run (Night audit problems). Widen the range.
  2. Status filters: a guest-status or room-status filter excludes everything.
  3. Wrong report for the question: use the Report finder.
  4. Data lives on another property: check the property shown in the top bar (the apps icon Change property switches it).
  5. Nothing happened: for example no no-shows in the range.

Symptom: a report is not in the menu

Cause: missing report privilege. Fix: tick it in Property Setup > User & Access > Assign Report Privileges, then the user logs in again (Assign report privileges). Tab Customized Report (for example Daily Guest Payment) appears only if the property has a customised report and the user has the Customize Report privilege.

Symptom: report totals differ from the Dashboard or another report

Likely causes, ranked:

  1. Different dates: posting date vs stay date vs business date.
  2. No-show / cancellation revenue posted or not (No-show/cancel revenue posting).
  3. Deposits and authorizations counted differently from payments (Payments and deposits).
  4. Tax inclusive vs exclusive, or discounts (Tax).
  5. Unposted reservations counted in inventory only if the setting says so (Unposted reservation, Rental Setting).
  6. Edits to audited days after the report was sent. Compare in the order: Daily reports, Daily collection, Monthly financial, Ledgers.

Symptom: PDF does not open

Cause: the browser blocked the pop-up. Allow pop-ups for the site.

Symptom: Excel has fewer columns than expected

Cause: hidden columns are left out. Tick them in Select visible columns first.

Symptom: "Email sent successfully." but no mail

Causes: guest or report recipient address, spam folder, e-mail switched off (Email setting, Print and e-mail). The Hourly Check-In report used to show "Email sent successfully" without sending e-mail; fixed 2026-10-18 (the flag is now sent).

When to escalate

A report that is empty although the same data shows on the folio for the same dates and statuses; a total that cannot be explained by the causes above (give report name, filters, date range, expected vs shown).

Tips and FAQ

  • Q: Report totals differ from the Dashboard. A: See the "numbers don't match" notes in each report; the commonest causes are different dates (posting date vs stay date), no-show/cancel revenue, and deposits.
  • Q: Can I schedule a report? A: No. Use Email (PDF) on demand.
  • Q: Can I see yesterday's figures on the dashboard? A: No; the date picker only allows the PMS date. Use Reports.