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Use this page when a visit you expect isn’t on your calendar in the FieldKo Atlas app, or when a manager can’t find a visit in Salesforce. Most missing visits haven’t synced yet, sit outside the dates the app downloads, or belong to someone else. A few were deleted. Applies to: the FieldKo Atlas app and FieldKo in Salesforce.

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Problem or Symptom

  • A rep can’t see a visit their manager planned.
  • A manager can’t see in Salesforce a visit the rep says they did.
  • A visit was on the calendar yesterday and is gone today.
  • Visits are missing for a whole week, or all visits are missing.

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Why It Happens

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How to Investigate

1

Rep: Sync the App

In the side menu, tap Sync, and then tap Sync. Visits planned in Salesforce reach the app only at a sync. If Pending Changes isn’t 0 after the sync, your own changes haven’t uploaded. See Fix Sync Errors.
2

Rep: Check the Date

The app downloads visits from the start of last month to the end of your current call cycle, or to the end of next month if that’s later. Older visits are in Salesforce, not in the app.
3

Manager: Find the Visit in Salesforce

Open the account, and look at its visits. Or open the Visits tab and search for the visit name. If you find it, check Sales Representative, Planned Start, and Status.
4

Manager: Check the Rep and Account

The visit reaches a rep’s app only when all of these are true:
  • The rep is the visit’s Sales Representative.
  • The rep owns the visit’s account, or is on its account team.
  • The rep has an active call cycle that covers today.
  • The visit’s dates are inside the rep’s download window.
5

Admin: Check Whether the Visit Was Deleted

If you can’t find the visit, open the Salesforce Recycle Bin and search for it. The Recycle Bin shows who deleted it and when.

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How to Resolve

Ask the rep to tap Sync. If it’s still missing, check the 4 conditions in Manager: Check the Rep and Account. To fix:
  • Wrong rep: Change the visit’s Sales Representative, or move it with Transfer Visits. FieldKo makes the sales representative the visit’s owner. The new rep needs an active call cycle that covers the visit’s date, or Salesforce won’t save the change.
  • Account not in scope: Make the rep the account owner, or add them to the account team. See Move a Rep to a New Territory.
  • No call cycle: Create or activate a call cycle that covers today. See Call Cycles.
Then ask the rep to tap Sync.
The visit or its changes haven’t uploaded. On the rep’s device, open Sync and check Pending Changes. If a sync fails, see Fix Sync Errors.A visit the rep created in the app uploads only if an active call cycle covers its date. If not, the upload fails with “Insufficient privileges. Please Contact your Manager or Administrator”. Despite the wording, this isn’t a permission problem. Create the call cycle, and then ask the rep to sync again.
Don’t log out, reinstall the app, or use Reset Sync while Pending Changes isn’t 0. Unsynced visits can be lost. If you can’t get it to 0, send your data to FieldKo support first.
These actions delete visits:
  • A rep or manager deletes a Not Started visit on the calendar.
  • Someone with delete access deletes a visit in Salesforce.
  • Clone Visits with Delete existing visits. See Clone Visits.
  • Deleting a recurrence removes its future Not Started visits. See Change or Stop a Recurrence.
  • Deleting a field campaign removes its visits and tasks. See Run Field Campaigns.
When a visit is deleted, FieldKo also deletes its tasks and visit notes. An admin can restore the visit from the Salesforce Recycle Bin while it’s still there. After you restore the visit, check whether its tasks came back, and restore them from the Recycle Bin too if they didn’t. The rep sees the visit again after their next sync.
No action is needed. The app keeps visits from the start of last month onward. Find older visits in Salesforce, on the account or the Visits tab.

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Expected Result

The visit shows on the rep’s calendar after their next sync, and in Salesforce with the right Sales Representative and Status. To confirm: In Salesforce, the visit’s Call Cycle field is filled in, and the rep’s Sync History shows a successful sync after your change.

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Examples

A merchandiser’s visits stop at the end of the month. Their manager finds that next month’s call cycle exists but isn’t Active. The manager selects Active, and the merchandiser taps Sync.
A territory manager is given a store’s visits while its usual rep is away, but the visits don’t appear. The visits are theirs, but they aren’t on the store’s account team. The admin adds them to the account team, and the visits appear after a sync.

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Escalation

If the visit isn’t in Salesforce or the Recycle Bin, and the rep’s Pending Changes is 0, email FieldKo support with the rep’s name, the account, the planned date, and a screenshot of the rep’s Sync History. For admins, see Diagnose Rep Issues.
Last modified on October 26, 2026