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Why is a new user not showing in SalesScreen?

A new user may be missing because they are not mapped to the correct integration user, do not have any reports or targets yet, are excluded by dashboard or screen filters, or have reports that are too old to appear in the feed or trigger celebrations.

Written by Emil Lindblom

Role
Company Admin, or an admin with access to users, reports, targets, dashboards and screens.

Plan
All plans. Some integration options depend on your plan.

Prerequisites / who this applies to
You need the user’s name, email address, team, and—if relevant—the date and activity/metric of a report that should be visible.

Quick overview

First, identify where the user is missing:

  • Reports

  • Dashboard

  • TV screen

  • Feed

  • Celebration

Then use the relevant checks below.

Is the user missing from reports?

  1. Go to Reports.

  2. Search for the user.

  3. Select the correct period and activity type.

If the user has no reports, first check that they are assigned to the correct team. Then check whether their data has synced and whether the SalesScreen user is mapped to the correct person in the source system.

Is the user assigned to a team?

  1. Go to Manage → Users.

  2. Open the user you want to check.

  3. Confirm that the user:

    • Is active

    • Is assigned to the correct team

    • Has not been created without a team assignment

A user without a team may not be included correctly in team-based reporting, dashboards, TV screens or feeds.

If the user was missing a team, assign them to the correct team and then check Reports again.

How do I check the integration mapping?

If you use an integration, confirm that:

  • The SalesScreen user is mapped to the correct external user.

  • The user’s External ID matches the ID in the source system.

  • An old External ID has not been reused for a new SalesScreen user.

Incorrect or missing mapping can cause activities to be assigned to the wrong person—or not assigned at all.

If the user was mapped after the activities were recorded, historical data may need a re-sync. The available sync history depends on the integration.

The user has a team and mapping, but still has no reports

If the user is assigned to the correct team and mapped to the correct external user, but no reports appear in SalesScreen:

  1. Ask the user to create or complete a new test activity in the source system.

  2. Check whether the new activity appears in Reports in SalesScreen.

  3. Run a sync from the source system if this is available for your integration.

  4. Check that the test activity meets the criteria configured for the integration, such as the correct status, owner or activity type.

If the test activity still does not appear, contact Support and include:

  • User name and email address

  • Team

  • Integration or source system

  • External User ID

  • Date and time of the test activity

  • Expected activity type or metric

The user has reports but is missing from a dashboard

If the user appears in reports but not on a dashboard, check the period, filters and widget configuration.

Is the dashboard using the correct period?

The dashboard may show Current week, Current month, Current quarter or another period.

  1. Check that the report date falls within the selected dashboard period.

  2. Change the dashboard period filter if needed.

  3. Check whether the board has a default period configured.

Is the user excluded by a filter?

A widget can be filtered by specific:

  • Users

  • Teams

  • Departments

  • Metrics

  • Other entities

Check that the new user and their team are included in the widget filters.

Some boards also use The user as the default filter. In that case, each person sees only their own results until they choose a different filter.

Does the widget measure progress against a target?

If the widget shows target achievement or budget progression, the user needs an active target for:

  • The correct metric

  • The correct period

  • The correct value type, such as value/amount rather than quantity

A user can have reports but still be missing from a target-based widget if they do not have a target.

The user is missing from a TV screen

If the user appears in reports or dashboards but not on a TV screen, check the relevant slide.

Is the slide configured correctly?

Confirm that the slide uses the correct:

  • Metric or activity

  • Period

  • Team or department

  • View level, such as user or team

  • Number of ranking positions

For example, a leaderboard that shows only the top 5 or top 10 users will not show users below those positions.

If the slide measures progress against targets, the user also needs an active target for the selected metric and period.

Is the user hidden by privacy settings?

Check the user’s Privacy settings and make sure they are not hidden from TV screens.

The report exists but does not appear in the feed

Reports dated more than 48 hours in the past are not automatically posted to the company feed. This often affects reports that were added later or imported through a historical sync.

  1. Check the date on the report.

  2. If it is newer than 48 hours, check that the correct activity and team are included in the feed setup.

Why did the report not trigger a celebration?

If the report exists in SalesScreen but does not trigger a screen celebration, check the following.

Is the activity or product configured for celebrations?

The relevant activity or product must be enabled for screen celebrations. This can be configured per activity.

Is the screen set up to show celebrations?

Check that:

  • Celebrations are enabled for the screen.

  • The user’s team is included if the screen only shows selected teams.

  • Is the report eligible for a celebration?

Reports may not trigger celebrations if:

  • The integration sends a date in the future or otherwise does not process the report as real-time.

  • The report value is 0 and zero-value celebrations are disabled.

A report being older than 48 hours explains why it is missing from the feed. For screen celebrations, also check whether the report is treated as real-time, the activity is enabled for celebrations, the screen includes the user’s team, and the user is not hidden by privacy settings.

What if this doesn’t work?

The user is correctly mapped but still has no reports
Check the integration sync status, the external user ID and the report date. If needed, request a re-sync for the relevant period.

The user appears in reports but nowhere else
Check dashboard/widget filters, target settings, slide configuration and privacy settings before changing the user mapping.

I am not sure where the issue is
Start in Reports. If the user is not visible there, the issue is usually related to integration mapping or missing data. If they are visible there, the issue is usually caused by filters, targets, board settings or screen settings.

Information to collect before contacting Support

Include the following details:

  • User’s name and email address

  • Team the user should belong to

  • Integration in use

  • Activity or metric that is missing

  • Date and time of the relevant report or sale

  • Where the user is missing: reports, dashboard, TV screen, feed or celebration

  • Name or screenshot of the relevant dashboard widget or screen slide

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