I have a customer that has had active users but the usage statistics in Planhat show no activity - why is this? 


When this happens the first thing to check is that there is an external ID on the company profile account. 

If there is no external ID, Planhat does not have a way of matching the activity data to the correct company and the correct end user profile. 

If there is no external ID on the company profile you are able to add it manually. 


Due to the high data volumes we don't save requests that don't match a profile or enduser in Planhat, so any past activity data won't be automatically added to the profile. 

However, if you send the requests again we'll save them, also historical data (assuming the date/time is provided). 

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