Users often report that "the app says one thing and the web says another." In most cases the data isn't wrong at all — the two screens are showing two different scopes. This article helps you tell the difference before opening a support ticket.
Four things to compare first
| Check | Why |
|---|---|
| Period being viewed | On the web there's a quarter and year selector in the top bar. Two devices showing two different periods is the most common reason |
| Filters | The employee list has three filters: status, department, branch. If even one is still on, the count will differ |
| Logged-in account | Check the name in the top-right corner of both devices — they may be two different accounts |
| Data scope | Two people on the same screen can still see different things if they're in different access groups or branches (article C1-03) |
These four checks explain most cases. Only when all four match and the numbers still differ should it be treated as a real issue.
If all four already match
- On the web, reload the page with `Ctrl + F5` or `Cmd + Shift + R`.
- On your phone, fully close the app and reopen it.
- Log out and log back in on the device showing the wrong data.
- Compare again. If the numbers now match, it was old data cached on the device, not a data error.
Cases that need special attention
| Situation | What to do |
|---|---|
| Clocked in without a network connection | The action may not have reached the system. Open the timesheet on the web to confirm; don't rely on the confirmation screen in the app |
| Payroll figures differ | Stop, take screenshots of both sides, and contact support. Don't correct the figures yourself |
| A record appears on the web but is missing in the app | Check the filters in the app first; if it's still missing, contact support with the record ID |
| A request shows two different statuses | Treat the status on the web as authoritative and contact support |
General rule when the two sides differ: treat the web version as correct, because the web reads data directly without going through the mobile app's caching layer. But don't change anything until you've taken screenshots of both sides.
Information to send when contacting support
- Screenshots of the same screen on both devices, clearly showing the period being viewed and the filters.
- The account name logged in on each device.
- When the discrepancy was noticed.
- Whether you have already reloaded and logged in again.
