Session count and session timing inconsistency in dashboard

Question

I noticed that 30 minutes ago, the session count was 6 and the latest session was at 12:56. Now, the session count is 15 and includes a session at 3:56 am, which was not visible earlier. Why was the 3:56 am session not shown before and why is it showing now? Please help me understand this discrepancy in session reporting.

Answer 1

Hi,

A few things can cause the session count and latest-session time to change between dashboard refreshes. I’d suggest checking the following:

Refresh the dashboard and select the exact same date/time range again.

Check the account time zone. The Advertising dashboard uses the connected ad account's time zone, while Clarity can use a different time zone, which can make session times appear different.

Compare the dashboard with the actual report using the same date, time range, and time zone. Microsoft specifically recommends checking that both reports use the same time zone and time period when investigating discrepancies.

Allow some time for reporting data to finish processing. Microsoft notes that reporting data isn't always immediately complete, and events can appear in later reporting periods.

If the 3:56 AM session is still appearing inconsistently after the data has settled, export/run the report for that specific period and compare the result with the dashboard.

If the numbers still don't match, please provide the account, date/time range, time zone, and screenshots of both views. That will give Microsoft Support enough information to investigate the reporting discrepancy.

I would start with the time zone and reporting refresh, as those are the easiest things to rule out first.

2nd way

Different approach with proper navigation

Hi,

I would check the reporting data and time-zone settings first. do according to these steps given below

1. Check the Advertising dashboard

Open Microsoft Advertising

Go to Campaigns / Advertising dashboard

Open the affected campaign/account.

Set the same date and time range where you noticed the difference.

Refresh the page and check the session count again.

2. Check the account time zone

Open Microsoft Advertising → Account settings

Check the account's configured Time zone.

Make sure you're comparing the dashboard and report using the same time zone. The Advertising dashboard follows the connected ad account's time zone, while Clarity uses the local time zone.

3. Compare it with a report

Go to Reporting → Report Center → Create New.

Select the appropriate report.

Use the same date/time range and account.

If available, select an hourly interval so you can specifically check the 3:00–4:00 AM period. Microsoft documents this Reporting navigation and hourly reporting option.

4. Check whether the data is still processing

Compare the dashboard again after some time.

If the 3:56 AM session appears in the report but not the dashboard, it may be a reporting refresh/processing difference rather than an actual missing session. Microsoft notes that report data can be incomplete while processing is still underway.

5. If it still doesn't match

Take screenshots of the dashboard and report.

Note the account, date, time range, time zone, and report name.

1. Then raise a Microsoft Advertising support case with those details so they can check the underlying reporting data.

Thanks