> ## Documentation Index > Fetch the complete documentation index at: https://support.fieldko.com/llms.txt > Use this file to discover all available pages before exploring further. # My Visit Is Missing > Find out why a visit isn't in the FieldKo Atlas app or in Salesforce, from sync and call cycles to reassigned or deleted visits, and how to get it back. 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. ## 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. ## Why It Happens | Cause | Who Sees It | Typical Sign | | - | - | - | | The rep hasn't synced since the visit was planned | Rep | The visit is in Salesforce but not in the app. | | The rep's visit hasn't uploaded yet | Manager | **Pending Changes** on the rep's **Sync** screen isn't 0. | | The upload failed | Manager | **Sync History** shows an issue for the visit. | | No active call cycle covers today | Rep | No visits at all, and no error. | | The visit is outside the dates the app downloads | Rep | Visits before the start of last month, or far in the future, are missing. | | The visit belongs to another rep, or to an account the rep doesn't own | Rep | Some visits are missing, others are fine. | | The visit was deleted | Both | The visit is gone from Salesforce too. | ## 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](https://support.fieldko.com/troubleshooting/sync-errors.md). **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. ## How to Resolve > **The Visit Is in Salesforce but Not in the App** > > 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](https://support.fieldko.com/managers/field-campaigns.md#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](https://support.fieldko.com/platform/day-to-day/move-a-rep.md). > * **No call cycle:** Create or activate a call cycle that covers today. See [Call Cycles](https://support.fieldko.com/admin/call-cycles-and-visits.md#call-cycles). > > Then ask the rep to tap **Sync**. > **The Rep Did the Visit, but It Isn't in Salesforce** > > 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](https://support.fieldko.com/troubleshooting/sync-errors.md). > > 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. > > > [!WARNING] > > > > 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](https://support.fieldko.com/troubleshooting/send-data-to-support.md) first. > **The Visit Was Deleted** > > 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](https://support.fieldko.com/managers/plan-visits.md#clone-visits). > * Deleting a recurrence removes its future **Not Started** visits. See [Change or Stop a Recurrence](https://support.fieldko.com/managers/plan-visits.md#change-or-stop-a-recurrence). > * Deleting a field campaign removes its visits and tasks. See [Run Field Campaigns](https://support.fieldko.com/managers/field-campaigns.md). > > 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. > **An Older Visit Isn't in the App** > > 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. ## 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. ## Examples > **A Merchandiser Can't See Next Month's Visits** > > 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 Takes Over a Store** > > 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. ## Escalation If the visit isn't in Salesforce or the Recycle Bin, and the rep's **Pending Changes** is 0, email [FieldKo support](mailto:support@fieldko.com) 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](https://support.fieldko.com/admin/support-diagnostics.md). ## Related Articles * [Understand Offline Work and Sync](https://support.fieldko.com/sync/how-sync-works.md) * [Control What Syncs to the App](https://support.fieldko.com/admin/offline-data.md) * [Plan Visits on the Calendar](https://support.fieldko.com/visits/calendar.md) * [Plan Visits in Salesforce](https://support.fieldko.com/managers/plan-visits.md) * [Diagnose Rep Issues](https://support.fieldko.com/admin/support-diagnostics.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.