Report a number you think is wrong
A figure that can be reproduced gets fixed; one that is described gets a reply asking for more detail. This article is the list of what to capture so somebody else can land on the same number you are looking at. Work through My deal numbers look wrong and Two screens show different numbers for the same thing first — most reports turn out to be one of the causes listed there, and both articles take under five minutes.
Before you start
- Ten minutes, with the screen in question open in one tab and your own tool open in another.
- A role that holds the Support module. Every built-in role does, so this is only a question on a custom role.
- Permission from nobody: raising a case needs no admin.
Check these four first
Leads counted as deals, a date range or time zone, a currency conversion, and a sync that has not caught up account for most reports. The other articles in this category name each one and how to confirm it against your tool.
Capture the evidence
Do this before you change any filter. A figure you have already moved cannot be reproduced.
Copy the address of the screen from your browser’s address bar.
On a tool page the Created range is carried in the address, so the link reproduces the same population for whoever opens it. Paste the address, not a screenshot of it.
Copy the population line above the figures.
It reads like “People created 1 Jul 2026 – 30 Sep 2026 · 176 of 715; deals created in the same period · 42 of 310.” This one line settles more disputes than anything else you can send.
Write down the tool and the object.
Which connected tool the figure came from, and whether it is counting people, deals or companies. The same word means different things on two tools.
Write down the figure shown and the figure you expected.
Both as exact numbers, not as “about 40%”.
Say how you got the expected figure.
Name the report, view or dashboard in your own tool, and list every filter on it. “Salesforce, the Closed Won This Quarter list view, record type Enterprise, owner filter off.”
Take one or two record identifiers that should be counted and are not, or the other way round.
A record id from your tool is worth more than twenty lines of description, because it can be looked up on both sides.
Note the last sync time.
It is printed under the page heading on a tool page, beside the contact and opportunity counts.
Click Recompute and note whether the figure moved.
Then read the grey line under the tabs that says when the figures were computed. No line and an unchanged figure means you are reading a current audit, so the stored copy is not the cause. A line means the figures are an earlier computation: say so in your report, with the date it gives.
Copy the wording of the note under the card.
The note under a figure is where MarqIQ states what the figure was measured on. A case takes text only — there is nowhere to attach a screenshot — so paste the words rather than picturing them.
Never send a bare percentage
“The win rate is wrong” cannot be checked by anyone. “Win rate reads 38% on 45 won of 118 closed; Salesforce says 31% on 45 of 145 for the same quarter” can, and the difference between the two denominators is usually the answer.
Check whether the analysis read a sample
Some analyses read a sample rather than every record, and every one of them says so in its own header. Where that line is present, quote it — a count from a sample is the sample’s count, while the shares are still reliable.
- A store larger than an analysis’s cap is read as an even one-in-N sample, chosen by a fixed hash of each record’s id. It spans the whole history rather than taking the newest records, which would make recent leads look worse than they are.
- Because the hash is fixed, the same records are read on every visit, so the figures do not shift between two looks at the same data.
- Field discipline on Pipedrive, Zoho CRM and Microsoft Dynamics reads at most 60 records, because each record’s history costs its own request there.
- A sentence naming a reading limit — Marketo’s activity stream, Marketing Cloud’s most recent sends — belongs in your case too.
Raise the case
Click Support at the foot of the sidebar.
Click New Case.
Choose Technical Issue as the Category.
A number that looks wrong is a technical issue, not a general inquiry. It is routed differently.
Set the Priority honestly.
The four are Low, Medium, High and Urgent. Keep Urgent for a figure that is already in front of a customer or a board.
Write the Subject as the two figures.
“Win rate 38% in MarqIQ, 31% in Salesforce, same quarter” tells the reader the shape of the problem before they open it.
Paste everything you captured into the Description.
The address, the population line, the tool and object, both figures, how you got the expected one, the record ids, the last sync time and whether Recompute moved it.
Name the tab and the card the figure sits on, exactly as the screen spells them.
The Description is a plain text box and the form carries no attachment field, so the card’s name and its note are what let somebody else find the same figure.
Click Submit Case.
What happens next
The case gets a number and appears in My Cases with a status. Replies arrive on the case itself and the row is marked unread until you open it.
| Status | What it means for you |
|---|---|
| Open | Received, not yet picked up |
| In Progress | Somebody is working on it; nothing is needed from you |
| Awaiting Reply | A question is waiting for you. The case does not move until you answer |
| Resolved | A fix or an explanation was given |
| Closed | Finished |
| Reopened | You said it was not fixed, and it is back in the queue |
Tip
Where the answer turns out to be a limit rather than a fault — a tool that exposes no change history, a picklist MarqIQ cannot label outside HubSpot — say so in your reply anyway. A limit that customers name gets recorded against that tool, and that is what moves it up the list.
If it did not work
The Support row is not at the foot of your sidebar
Why: Your role does not hold the Support module. Every built-in role does, so this only happens on a custom role.
Fix: Ask a Workspace Admin to add it on Team & roles.
The figure moved while you were writing the case
Why: A sync finished, a colleague applied a change set, or the range is defined relative to today.
Fix: Send both figures and both times. Read The numbers changed since I last looked to work out which of the causes moved it, and name that one in the case.
You cannot reproduce it on the link you pasted
Why: The address carries the range but not your role or your plan, so a card you can see may be absent for the person reading it.
Fix: Say which tab and which card, by the name printed on it, and paste the card’s note in full.
You have no record identifiers because the figure is a total
Why: A headline figure is arithmetic over a set, and the set is what has to be compared.
Fix: Send the population line and one filter you can apply on both sides — a single owner, a single pipeline — so the two totals can be narrowed until they diverge.
Your workspace is read-only and you cannot open a case
Why: Raising a case is not blocked by read-only. Support is on every plan, including an expired one.
Fix: Where the button still refuses, the block is an administrator hold on the workspace, and the banner on your dashboard names it. That message carries its own contact route.
Next steps
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