Skip to content
More support Customer portal
  • There are no suggestions because the search field is empty.

Counts and Discrepancy Troubleshooting

When your Gradient counts do not match your vendor or your PSA, the first instinct is often that something is broken. In most cases it is not .....

When your Gradient counts do not match your vendor or your PSA, the first instinct is often that something is broken. In most cases it is not — there is an explanation, and the fix is small. This article walks through the systematic way to track down where the discrepancy is coming from.

Use this article when
  • PSA count and vendor count differ on a service card
  • Gradient count is lower or higher than what the vendor portal shows
  • Counts that were correct last month are now drifting
  • A service card shows a dash, plug icon, or zero where you expect a number

First: understand what each count means

Service cards show counts from up to three sources. Knowing which is which is half the diagnosis.

Count column What it represents Where it comes from
PSA Units How many units of this service are currently on the customer's contract Pulled from your PSA on the most recent PSA Sync
Vendor Units How many units the vendor says are being consumed by this customer Pulled from the vendor integration on the most recent Quick Sync
Reconciled Units What you have approved as the correct billable count The result of your reconciliation action (Approve, Reconcile, No Change)
Special symbols

Dash (—): No count being received from the vendor for that service. Usually because the service is unmapped, or because the contract has ended its service term.

Crossed-out electric plug: There is an active contract in your PSA for this service, but no corresponding vendor integration is connected and contributing data.

Step 1: Confirm which count is wrong

Open the service card and click Review to see the Data Source widget. This shows exactly which vendor (or vendors) contributed to the Vendor Units count, and which PSA agreement contributed to the PSA Units count.

  1. Open the service card in question
  2. Click Review (or hover and click Review)
  3. Note the values shown for PSA Units and Vendor Units
  4. Cross-reference: PSA Units against your PSA, Vendor Units against the vendor portal

This will tell you which side is wrong. From here, the fix depends on which side.

Step 2A: PSA Units count is wrong

If Gradient shows a different PSA Units count than what is actually on the customer's contract right now, the issue is sync timing.

Likely cause Check this Fix
Recent PSA change has not synced Was the contract changed since the last sync? Run a Full PSA Sync
Contract billing cycle is None Open the contract in your PSA Set Billing Cycle to a recurring value
Service is on a future-dated contract Is the contract's start date in the future? See note below
Service was cancelled in PSA but card is stale Was the contract recently cancelled? Service card will become stale; contact support@meetgradient.com if it does not clear
Future-dated contracts

Gradient pulls active contracts. A contract that does not become active until next month will not appear in the current reconciliation cycle. If you are reconciling for March 1 invoicing and the contract starts March 1, you may need to wait until after the contract is active to reconcile it.

Step 2B: Vendor Units count is wrong

This is the more common situation. Gradient is showing a vendor count that does not match the vendor portal. There are several reasons this can happen — work through them in order.

1. Sync timing

Vendor counts in Gradient are as fresh as the last sync. If the customer added or removed seats in the last few hours, Gradient may still be showing the prior state.

  1. Run a Quick Sync for that vendor
  2. Refresh the service card
  3. Re-compare to the vendor portal

2. Account mapping mismatch

If two vendor accounts exist for one customer (multi-site) and only one is mapped to the PSA company, you will be missing data from the unmapped site.

  1. Open the vendor integration's account mapping
  2. Search for the customer name
  3. Confirm every relevant vendor account is mapped to the right PSA company
  4. If a vendor account exists but is not mapped, map it now
  5. Run a Quick Sync

3. Service mapping mismatch

If the service exists in the vendor portal under a slightly different SKU than what you mapped, the count for that SKU will not flow through. This is the most common cause of “my count is exactly X short.”

  1. Open the integration's service mapping
  2. Search for the service you are reconciling
  3. Check if the vendor portal has multiple variants of that SKU
  4. Confirm you have mapped the right one (or mapped them all if you sell across variants)
Pax8 term vs no-term mapping

This is the single most common cause of off-by-X counts on Pax8 services. Pax8 exposes most products in two variants: one with a billing and commitment term, and one with no term at all. You should always map the version with a term. The no-term version produces inaccurate counts.

4. Vendor-side configuration

The vendor portal may filter or exclude certain users from the count Gradient receives. The most common examples:

Vendor Common filter that affects counts
KnowBe4 Inactive users may be excluded from the API response even when visible in the portal
Webroot Default filter shows devices seen in the last 24 hours; older devices are excluded but you may still be billed for them
NinjaOne Decommissioned but not deleted devices may not appear in counts
Microsoft 365 License assignments vs activations can differ — Gradient receives assignments
SaaS Alerts Counts reflect monitored users, not all users in the tenant
Auvik Average billable device counts can differ from current device counts

5. Multi-mapping aggregation

If two vendors both contribute to the same PSA service (for example, you sell the same security product through both Pax8 and direct), Gradient will aggregate their counts. This is correct behaviour, but if you are not expecting it, the total can look high.

  1. Open the service card
  2. Click Details under Data Source
  3. Look at how many vendors are contributing
  4. If you have an unexpected contributor, the aggregation is the cause of the discrepancy
Multi-mapping disables New Found Revenue

If a service is multi-mapped, the Detect New Revenue toggle is disabled automatically. This is by design — generating NFR cards on aggregated counts would create false positives.

Step 3: Common drift patterns

Some discrepancies follow predictable patterns. If your situation matches one of these, you can skip the diagnostic and go straight to the fix.

Pattern Likely cause Fix
Counts off by a small consistent amount Inactive accounts in the vendor portal that you still bill for Decide whether to bill them. If yes, reconcile to PSA; if no, deactivate in vendor
Counts off by exactly one license Internal admin account or service user not being counted Adjust manually during reconciliation
Counts dropped sharply between months Vendor renamed or consolidated a SKU Re-map to the new SKU
Counts climbed sharply between months New mapping added, or vendor changed how they count Verify mapping is still 1:1; check vendor release notes
Count shows zero on a customer you know is using the product Account mapping missing, or vendor has them in an inactive state Map the account or activate in vendor
One specific service is always wrong, others are fine Service mapping points to the wrong SKU variant Re-check service mapping for that service

Step 4: If the counts are right but you still see a card

If counts are correct but a service card is showing as needing reconciliation, that is often a deliberate signal:

Card type What it means What to do
Reconcile card PSA and vendor counts disagree Action: choose Approve, Reconcile, or No Change
New Found Revenue card Vendor data exists for a customer or service not yet billed in PSA Add the line item to PSA, or dismiss if intentional
No Change card Counts match — service card is shown as confirmation Click Approve to clear it from the dashboard

Still stuck? What to send support

Email support@meetgradient.com with:

  • Customer name and service name
  • Which count is wrong (PSA, Vendor, or both)
  • The expected value, the value you see in Gradient, and the value you see in the source
  • Whether you have run a Full PSA Sync and a Quick Sync recently
  • A screenshot of the service card with Review expanded

Related articles

🦩   Need a hand? Reach out to support@meetgradient.com   🦩