Dashboard Data Wrong

If the numbers in your LostChurn dashboard do not match what you see in your payment processor's dashboard, or if transactions appear to be missing, the issue is usually related to sync timing, timezone settings, or date filters.

Symptoms

• Recovery rate, revenue recovered, or failed payment counts differ from your PSP dashboard
• Specific transactions visible in your PSP are not showing in LostChurn
• Charts and metrics change unexpectedly when you switch date ranges
• Data appears correct for recent dates but is missing or wrong for older periods
• Totals in LostChurn are consistently higher or lower than your PSP by a fixed offset

Common Causes

1. Webhook delivery lag -- events from your PSP have not yet been received and processed by LostChurn
2. Timezone mismatch -- the dashboard is displaying data in a different timezone than your PSP, shifting transactions across date boundaries
3. Date filter excluding data -- the selected date range does not cover the transactions you are looking for
4. Filtered view active -- a segment filter, decline category filter, or campaign filter is narrowing the data shown
5. Browser cache showing stale data -- the dashboard is rendering cached data from a previous session
6. Multi-currency conversion differences -- summary totals in your base currency use different exchange rates than your PSP

Step-by-Step Fix

1. Check date filters and ranges

The most common reason for data discrepancies is a mismatched date range.

1. Look at the date picker in the top-right corner of the dashboard
2. Confirm it covers the period you are comparing against your PSP
3. Try selecting All Time to see if the missing data appears outside your current range

Also check for any active segment or status filters. Look for filter badges below the date picker -- click Clear All Filters to reset to the unfiltered view.

2. Verify timezone settings

LostChurn and your PSP may use different timezones for date boundaries. A transaction that occurred at 11 PM Pacific on January 15 would appear on January 16 in a UTC-based system.

To check and update your timezone:

1. Go to Settings > Account > Timezone
2. Confirm it matches the timezone used by your PSP dashboard
3. If you change the timezone, dashboard metrics will recalculate to reflect the new date boundaries

3. Wait for webhook sync

LostChurn processes events in near real-time, but there can be a delay between when a transaction occurs in your PSP and when it appears in LostChurn:

• Typical delay: 1-5 seconds
• During high volume: up to 30 seconds
• If webhooks were queued: up to several minutes after the queue is cleared

Check the Last Synced timestamp on your integration card in Settings > Integrations. If it is recent, the data should be current. If it shows a timestamp from minutes or hours ago, there may be a webhook delivery issue -- see Webhooks Not Arriving.

4. Clear browser cache

Stale cached data can cause the dashboard to display outdated metrics.

1. Hard-refresh the page: Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows/Linux)
2. If the issue persists, clear your browser cache for the LostChurn domain
3. Try opening the dashboard in an incognito or private browsing window to rule out cache and extension interference

5. Compare matching metrics

Make sure you are comparing the same metrics across both dashboards. Common mismatches include:

6. Check multi-currency conversion

If you process payments in multiple currencies, summary totals in your base currency may differ from your PSP due to exchange rate timing:

• LostChurn converts to your base currency using the rate at the time the event is processed
• Your PSP may use a different rate or allow you to set a fixed rate

For exact currency-level breakdowns, use the Currency filter in the dashboard to view metrics in the original transaction currency.

Common Discrepancy Patterns

LostChurn shows fewer transactions than PSP

• Webhooks may have been missed during a connection outage. Check Connection Errors.
• Your PSP may be counting declined authorization attempts that do not generate a payment_failed webhook. LostChurn only tracks events it receives via webhooks.
• Transactions that occurred before you connected LostChurn will not appear. LostChurn does not backfill historical data.

LostChurn shows more transactions than PSP

• Your PSP date filter may not include the full date range. Check the timezone alignment (step 2).
• LostChurn counts each retry attempt as a separate event. Your PSP may consolidate multiple attempts under a single invoice or payment intent.

Numbers match for recent data but not older data

• You may have changed your timezone or date display settings after the older data was recorded.
• A webhook outage during the older period may have caused events to be missed.

Still Not Working?

If you cannot reconcile the data after completing the steps above:

1. Export the data from both LostChurn (Analytics > Export) and your PSP for the same date range. Compare the individual transaction IDs to identify which specific transactions are missing or different.
2. Contact support at support@lostchurn.com with the date range, the specific metrics that differ, and the approximate magnitude of the discrepancy. The support team can run a reconciliation report against your PSP's event history.