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Users Not Appearing in Reports

Find out why a user isn't showing up in your Acorn reports.

Common reasons users are missing from reports

  • The user was added after the report's data cutoff date.
  • The report is filtered by cohort/group and the user is not in that cohort.
  • The user's account is deactivated.
  • The user hasn't started the course or activity the report tracks.
  • The report is scoped to a specific tenancy and the user is in a different tenancy.

Step 1: Check report filters

  1. Open the report and click Run Report Again at the bottom.
  2. Confirm no cohort, role, or date filters are excluding the user.
  3. Remove all filters and search for the user by name.

Step 2: Check user account status

  1. Go to Admin > Users and confirm the user is Active.
  2. If deactivated, re-activate them and re-run the report.

Step 3: Check enrolment

  1. For course completion reports: confirm the user is enrolled in the course.
  2. Go to Admin > Course Management > [Course] > Enrolments and search for the user.

Step 4: Check tenancy scope

If you manage multiple tenancies, ensure you are running the report in the correct tenancy. Switch tenancy via the tenancy selector in the top navigation.

Still missing?

Raise a support ticket with: the report name, the user's email, and a screenshot of the filters applied.