An entry is missing from a total
Open the entry and read its classification under each ledger. Check the date, activity, client details, site, and supervisor, then review the ledger's date window, weekly gates, caps, and source. A valid recorded entry can still receive no credit under one ledger's rules. See How hours count.
A site or supervisor is missing
Check whether the entry date falls within the site's and supervisor's recorded dates. Confirm that the supervisor is linked to the selected site. Update the existing record in Settings or Records instead of creating a duplicate. See the site and supervisor checklist.
A timed session did not finish as expected
If saving failed, the timer may remain active so its duration is not lost. Reconnect and use End and log again after checking the session details. If the activity included a break, record only the actual work duration; the timer has no pause control. See Use the session timer.
An import skipped rows or an export looks different
Use the Accrue hours template, keep the date and duration columns recognizable, and check the import's line-by-line skip reasons. Confirm any newly created site or supervisor details after import. For rounding, remember that h:mm stays exact while reported decimal hours follow the spreadsheet setting. See Reports and exports.
Another device does not show a change
Use the same account on both devices, then reconnect and let pending writes or loading finish before reopening the entry to confirm the server copy has the change. A local copy can appear before the server confirms it, so check for a sync warning before retrying and risking a duplicate. See Sync and offline work.
You cannot open a feature or API key
Confirm the signed-in account and its subscription access. For an API key, check its expiry, scope, and revocation status in Settings → API keys; a records request needs records access. If a key was exposed, revoke it and issue another. See Account and access and API keys.
Contact support
Note the screen, the step you took, and the exact error text, then contact Accrue Support. Do not send client names, clinical details, passwords, API keys, payment-card data, or an unreviewed export.