This article covers advanced FAQs for Reporting issues.
For Field and Metric definitions, see the Reports Glossary.
Building & Running
Why can't I see the data I expected?
Click Run Report. Reports don't refresh automatically.
Check the Fields, Metrics and Filters applied, and click Save before exiting so changes aren't lost.
Check your date Filter settings (see the date filter section below). The "missing" data is often just outside the window you're filtering for.
My Report won't run, or my Schedule fails with a timeout message.
Reports have a maximum of 10,000 rows. Reports over the limit won't run, and Schedules attached to oversized Reports will fail with errors like "The export was not completed in time." To bring a Report under the limit:
Add Filters. Date ranges are the most effective, so consider splitting one large Report into shorter periods. If it's just upcoming Performances you want to report on, make sure to change the Performance Date filter to From Today.
Remove Fields you don't need. Highly granular Fields such as Transaction ID multiply the row count because each aspect of a Transaction becomes its own row.
If you genuinely need the full dataset, split it into multiple scheduled Reports.
What's the correct date Filter for a full calendar day?
0:00 from the first day to 0:00 the following day.
0:00 here is the cut-off point - meaning that a Transaction at 23:59 would be included, while a Transaction at exactly 0:00 would not.
Filtering Correctly
How do I build a Report showing only active, sold tickets?
Add these Filters:
Transaction Item Kind is: Ticket
Item is Void is: False
Transaction Status is: Complete
Transaction Type is: Sale
NOTE - Adjusters are not voided items (they aren't redeemable), so void Filters alone won't exclude them. That is what the Transaction Item Kind Filter is doing.
If you want tickets and Products, use Transaction Item Kind is not: Price Adjuster instead.
You should not use the void and sale Filters on finance Reports, as returns contribute to your Revenue and excluding them will overstate your Net.
My attendance Report and my finance Report don't agree. Which is wrong?
Usually neither. They answer different questions:
An Attendees Report (with the void and sale Filters applied) counts currently active tickets. This excludes Returns.
A finance Report (no void or sale Filters) sums all money movements, including Sales that were later Returned as well as the Returns themselves.
A ticket sold and refunded in the period appears in the second and not the first.
That results in a difference in figures, not a data error.
When comparing any two Reports and checking discrepancies, compare their Filters first, then their date Fields (Transaction date vs Performance date).
Discrepancies & Variances
My overnight scheduled Report shows a different figure than when I run the same Report now.
A scheduled Report is a snapshot at the time it was generated. If the figures have moved since, something changed in the underlying data after the Schedule ran. The usual causes, in order of likelihood:
Refunds or exchanges processed after the Schedule ran.
Availability Statuses changed on sold seats, for example removing a Premium Status from sold seats and then exchanging them.
Price Table or Adjuster changes applied retroactively.
To diagnose:
Re-run the Report with the same Filters/Fields/Metrics
Identify which rows moved (sorting by Transaction Reference helps)
Open the affected Transactions to check their timeline for activity after the Schedule ran
My Report shows a small variance of a few pence on Net or Tax that I can't trace to any Transaction.
This is almost always a rounding mismatch, not missing money.
Tax is rounded to the penny on each line, but Reports calculate it from the total. The two can differ by a few pence, which shows up on Net - Gross is unaffected.
To confirm it is this and not a real discrepancy:
Pick the affected Transaction and manually sum the Tax figures per line shown in Line-Up.
Compare against the Tax figure in the Report for the same Transaction.
If Gross matches exactly and only the pence differ, it's the rounding.
Why is nothing showing in my 'Row' column?
This is likely due how to the Venue Plan was built.
Venue Plan Fields are relative to the Venue Plan Hierarchy. If the plan was built without Sections, 'Row' has nothing to map to.
You can use the Seat Group Fields instead. For a Hierarchy of Area > Section > Row, Seat Group One = Area, Seat Group Two = Section, Seat Group Three = Row. There are four Seat Group Fields, matching up to four Hierarchy levels.
What does the Filter 'Price Adjuster is not set' do?
It removes the Adjuster line items from the Report, while still showing the Transactions that contain Adjusters. Use it when you want rows per Transaction without fee lines inflating the row count - but not when reconciling Revenue, since fee income would be excluded.
Exports
My CSV export doesn't match what's on screen.
Exports only match the Report on screen when the Report is sorted. Click a column (e.g. Transaction Reference) to apply a sort before exporting. Unsorted exports have no guaranteed ordering.
Why are the totals missing from my CSV export?
CSV is a plain data format. It carries rows and columns, not calculations, so the total line on Line-Up isn't included. Add a SUM() row in your spreadsheet after export.
Schedules & Delivery
How do I check whether my Schedule ran, and what do the Statuses mean?
Check the Status column on the Schedules page:
Success - the Report was generated and sent.
Pending - the Schedule is currently processing the attached Reports.
Error - usually related to Report generation:
"Failed to generate a CSV/PDF export" - check the Report's Filters/Fields/Metrics, including Date Filters.
"The export was not completed in time" - the Report is too large, so add Filters or remove Fields and Metrics.
"Report was generated successfully, but attachments could not be delivered" - check the recipient details are correct, then contact Support.
Failed Schedules can be rerun via Run Schedule.
The Recipient box won't accept my email address.
Press space or enter after typing the address in the field. An address left as free text won't be saved.
What do I need for SFTP delivery?
An SFTP server. Provide Support with the host, port and a user, and we will generate a public key for you to add to your known hosts.