Dashboard - Common Questions

Answers to frequently asked questions about using the Dashboard.

General Questions

Why don't I see any data?

Possible reasons:

• Your facility is newly set up and hasn't collected data yet
• Member Management System integration isn't configured yet
• You're viewing a time period before your facility started operations
• There's a temporary connection issue with your data sources

What to do:

• Check your integration status in Settings → Integrations
• Try selecting a different time range
• Contact support if the issue persists

Why are my charts not loading?

Usually caused by:

• Slow internet connection
• Browser compatibility issue
• Temporary data loading delay

What to try:

• Refresh the page
• Check your internet connection
• Try a different browser
• Clear your browser cache

How often does the Dashboard update?

Most sections: Every time you load or refresh the page

Real-time updates: Some information updates automatically without refreshing:

• Facility temperature
• Device status changes
• New check-ins
• Payment notifications

Can I export Dashboard data?

The Dashboard is designed for quick visual overview. For detailed reports and exports:

• Use Member Payments & Royalties for payment data
• Use View All in each section to access detailed management screens with export options

Configuration Questions

Why don't I see all sections mentioned in the documentation?

Your Dashboard is customized for your organization. Not all facilities will see every section described in this documentation. Dashboard sections appear based on:

• Module activation - Your organizational administrator controls which features are enabled
• Integration status - Sections require active connections (Member Management System, review platforms, smart devices)
• System availability - Some features require specific equipment or services

Common examples:

• Review Management requires review monitoring service subscription
• Smart Technology requires connected devices installed at your facility
• Website Analytics requires website integration configured
• Revenue History requires Member Management System integration

To access additional features: Contact your organizational administrator to discuss enabling specific modules or integrations for your facility.

Can I customize which sections appear on my Dashboard?

Dashboard configuration is managed at the organizational level by your administrator. Individual users cannot currently customize which sections appear. Contact your organizational administrator if you need specific features enabled.

Why does my Dashboard look different from my colleague's?

Different facilities within the same organization may have different:

• Enabled modules and features
• Connected integrations and systems
• Device installations
• Permission levels

Your organizational administrator controls these settings for each facility.

Data and Integration Questions

What happens if my Member Management System goes offline?

If your Member Management System integration is temporarily unavailable, you'll see:

Error Message - "Could not access Member Management System at this time"

Explanation - Prompts you to check that your integration is properly configured and the system is online

Configure Now Button - Takes you to integration settings where you can verify connection status

Affected Sections - The following Dashboard sections rely on Member Management System data:

• Summary cards
• Revenue history
• Check-in history
• Membership split

Other sections like Smart Technology and Website Analytics will continue to work normally.

How far back can I view historical data?

Time range options include:

• Day (1 day)
• Week (7 days)
• Fortnight (14 days)
• 28 Days
• Last 2 months
• Last 6 months
• Last 12 months

The available historical data depends on:

• How long your facility has been operational
• When integrations were connected
• Data retention policies

Why do some sections show different time periods?

Different sections have optimal time periods for their data type:

• Upcoming Bookings - Always shows next 7 days (future focus)
• Review Management - Always shows last 12 months (trend analysis)
• Website Lead Events - Always shows last 1 day (real-time focus)
• Revenue and Summary Cards - Use your selected reporting range

Troubleshooting

My device status isn't updating

Try these steps:

1. Refresh the Dashboard page
2. Check that the device is powered on and connected to network
3. Verify the device appears in Device Management
4. Contact support if the issue persists beyond 5 minutes

I see a failed payment alert but the payment actually succeeded

Possible reasons:

• Payment processed after the alert was generated
• Delayed synchronization from Member Management System
• Payment method was updated and payment retried successfully

What to do:

• Refresh the Dashboard to see latest data
• Click "View Failed Payments" to see current status
• If issue persists, check Member Payments & Royalties for detailed transaction history

Temperature sensor shows unusual reading

Check if:

• Sensor is installed in representative location (not near heating/cooling vents)
• Sensor battery is charged (check Device Management)
• Reading is outside normal facility operating range

What to do:

• Verify sensor placement and configuration in Device Management
• Check for sensor alerts or low battery warnings
• Contact support if readings remain inconsistent

Getting More Help

In-Product Help

Look for the info icon (ⓘ) next to section titles. Hover over it to see a quick explanation of what that section shows.

Knowledge Base

Access help articles and guides from the main menu → Facility Operations → Knowledge Base

Support

Need assistance? Go to main menu → Support & HQ to:

• Submit a support ticket
• Chat with support team
• Check system status

Status Page

Check if there are any known issues: https://status.performancehub.co/

For additional guidance on making the most of your Dashboard, see Tips and Best Practices.