Answers to the most common questions about MoeGo Insights — data discrepancies, report selection, data sync timing, and access.

Q: Why isn't my data updating in real time?

A: Insights data syncs once per hour — it is not a live feed. MoeGo calculates complex analytical metrics like rebook rate and average earnings per breed during each sync, which requires time to process accurately. A transaction made at 8:30 AM enters the sync queue at 9:00 AM and should appear in Insights by 10:00 AM. In the worst case, data can take up to 2 hours to appear. Check the Last updated timestamp in the top-right corner of the dashboard to see when the most recent sync completed.

Q: A transaction I just processed isn't showing up. Is there a bug?

A: Not necessarily. Check the Last updated timestamp first. If the transaction was processed after the last sync, it will appear in the next cycle. If it's been more than 2 hours and the transaction still doesn't appear, contact support.

Q: I changed a service price — why do my old reports look different now?

A: Insights is based on recorded historical data — it captures settings and prices at the time each appointment was created. Changing a price today does not retroactively update historical records. If your numbers look different, check whether you're comparing the same date range before and after the change.

Q: The Total Collected on the Dashboard is different from the Total Collected in the Payment Summary Report for the same period. Why?

A: They use different date bases. The Dashboard is based on appointment date. The Payment Summary Report is based on transaction date — the date the payment was actually processed. If a deposit was collected before the appointment date, or a payment was processed after checkout, those amounts will appear in different periods depending on which report you're looking at. See Understanding metrics in MoeGo Insights 👈 for a full explanation of date basis types.

Q: The Daily Sales Report and the Payment Summary Report show different "Total Collected" for the same week. Why?

A: These two reports use different date bases. The Payment Summary Report uses transaction date (when the payment was processed). The Daily Sales Report uses checkout date (when the invoice was closed). If a client prepaid a deposit weeks before checkout, that payment appears in the Payment Summary on the deposit date, but only appears in the Daily Sales Report on the checkout date. Both numbers are correct — they're just answering different questions.

Q: My Insights numbers are higher than what I see in the legacy report. Is something wrong?

A: This is expected. Insights includes revenue categories that the legacy report excluded — no-show fees, standalone retail, and memberships. It also shows processing fees by client as a separate line instead of deducting them from revenue. These differences will consistently make Insights totals appear higher. See How Insights differs from the legacy report 👈 for a full reconciliation guide.

Q: The "new client" count in Insights doesn't match the legacy report. Why?

A: The definition changed. In Insights, a new client is anyone with 1 upcoming or 1 finished appointment. In the legacy report, a new client had to have an appointment in the date range and be created after the start date. This different logic will consistently produce different counts for the same period.

Q: My tip totals look different between reports. Which one is correct?

A: Both can be correct — they're measuring different things. The Payment Summary Report shows tips based on transaction date (when the tip payment was collected). The Sales Summary Report shows tips based on appointment date. The Staff Performance Report and Payroll show tips by assigned staff. Tips from Boarding & Daycare appointments are not assigned to a specific staff member — they appear under "Unassigned staff" in reports that group by staff.

Q: Which report should I use to see total gross income for the year?

A: Use the Sales Summary Report with your date range set to the full year. Use the Total Gross Sales column for gross income before discounts, or Total Net Sales for income after discounts and refunds. Both exclude tips and taxes.

Q: Which report shows unpaid invoices?

A: Use the Sales Invoice Report with a filter on Payment status = Unpaid. This gives you a row-level list of every invoice with an outstanding balance.

Q: Which report should I use to file sales taxes?

A: Use the Sales Summary Report grouped by date to see total taxes collected per period. The Total Collected Taxes column shows taxes actually received from paid invoices. Download the report to share with your accountant or the Department of Revenue.

Q: Which report shows retail product sales?

A: Use the Sales Summary Report and filter by Care type: Non-service sales, or use Group by: Category and look at the Product row. The Sales Invoice Report also includes product line items per invoice.

Q: Which report should I use to see tips per staff member?

A: Use the Staff Performance Report for a summary of tips per staff member. Alternatively, use the Sales Summary Report with Group by: Assigned staff to see tips alongside other sales metrics. Note that Boarding & Daycare tips are not assigned to a specific staff member and will appear as "Unassigned staff."

Q: Which metric should I use to see revenue excluding tips and taxes?

A: Use Gross Sales (before discounts) or Net Sales (after discounts and refunds). Both exclude tips and taxes.

Q: Is there an additional charge for MoeGo Insights?

A: No. All standard reports are available across all plan tiers at no extra cost. Certain advanced dashboard tabs — Sales, Clients & Pets, Staff, and Operation — are exclusive to the Ultimate plan.

Q: How do I give a staff member access to reports?

A: Go to Settings > Staff > Role settings. Enable Access Reports for the appropriate role. You can scope access to of their own, at working businesses, or at all businesses to control what data they can see. The payroll report has a separate permission toggle.

Q: Will I still have access to the old legacy reports?

A: Yes. The legacy report remains accessible until all reporting and metrics have been fully migrated to Insights. You can continue using both in parallel during the transition.