First, open the gift card and look at its timeline. If the sale, redemption or adjustment is on the timeline, Wrapped has it, and the report is either waiting for its next refresh (about every 2 hours) or filtered in a way that leaves it out. If it's not on the timeline, it never reached Wrapped, and the fix is in the sales channel or the card, not the report.
Quick checks
| What you see | Likely cause | What to do |
|---|---|---|
| It happened in the last couple of hours | Reports refresh about every 2 hours. | Wait and check again. See How often reports update. |
| The card or change is outside the date range | Reports default to Last 30 days. | Choose All time or a Custom range that covers it. |
| Something near midnight shows on the wrong day, or not at all | Report dates are in your account's time zone, not your computer's or UTC. | Check the time zone in your account settings. See Account settings. |
| An old card is missing from Gift cards or Liability, but its recent redemption is in Adjustments | Gift cards and current liability reports filter on the card's activation date; Adjustments filters on the date of the change. | Widen the range to include when the card was activated, or use All time. |
| A Filter by customer email is set | The filter stays on while you change dates. | Clear the filter box. |
| The card shows "Hidden from reporting" on its page | Hidden cards are left out of the Gift cards report, the current liability reports and the Home figures. Hiding can't be undone. | See Hide a gift card from reporting. |
| The card was deleted | Deleting a card removes it from reporting. | If it was a real sale, contact the Wrapped team. Use void, not delete, for real sales in future. |
| The row is on another page | Tables show 25 rows per page by default. | Use the pager, a bigger page size, or Export. |
| Credit purchased doesn't include a card you issued in the dashboard | Credit purchased only counts cards and top-ups bought through an order. | Use Total credit issued on Home, or the Gift cards report. |
| Home's All time is lower than Reports' All time | Home's All time starts from the day your Wrapped account was created. | Imported cards with earlier activation dates only show in Reports. |
| The Summary charts are empty for older months | The charts start at January 2024. | Use the tables for earlier dates. |
| You can't open Reports at all | Reports are for Owners and Admins. | Ask an Owner to change your role. See Team members and roles. |
It's not on the card's timeline either
Then Wrapped never received the change. Common reasons:
- The balance was changed directly in a sales channel, for example in Shopify admin, outside an order. Only balance changes that belong to an order or sale sync into Wrapped. Adjust the balance in Wrapped instead. See How balance changes sync between Wrapped and your sales channels.
- The sales channel was disabled when the order was placed, or the order was placed before the channel was connected. See Sales channel status: connected, disabled and reconnecting.
- A gift card wasn't created for the order. See A gift card wasn't created for an order.
- The card has a sync error. See Fixing gift card sync errors.
Totals that look wrong
- Liability doesn't match the Adjustments totals. They answer different questions: current liability is what's left today on cards activated in the range; Adjustments covers changes that happened in the range. For month-end figures, use Point-in-time liability. See The Liability report.
- Home and Reports disagree. Check the date range on each (Home defaults to All time, Reports to Last 30 days) and see the Home and Summary definitions in Reports overview.
- Revenue looks too high or too low. Revenue figures use order totals and gift card values in different ways. See Revenue, voids and discounts in reports.
- Promotional value is mixed in. Summary figures include promotional cards and bonus credit. See Promotional gift cards and bonus credit in reports.
- Amounts in more than one currency. Check the Currency column before adding amounts together.
You don't need to set the end date to the next day
Older help articles said to set the end date one day later to include the whole last day. That's no longer needed: the end date is included in full.
Still missing?
If the change is on the card's timeline, you've checked the date range and filters, and it's still not in the report several hours later, contact the Wrapped team with:
- the gift card code
- the report name and date range you used
- what you expected to see and what the report shows
See Getting help from the Wrapped team.