The Issue: Mismatched User Counts
Administrators may occasionally notice that the user count visible in the Speakap interface does not match the rows of data in a downloaded CSV or Excel export. For example, a Business Unit might display 100 members in the app, but the downloaded export only contains 85 users.
The Root Cause: User Activation Status
This difference is not a bug or missing data. It occurs because the platform interface and the data exports handle user activation statuses differently.
The discrepancy comes down to two types of users:
- Activated Users: Employees who have received their Speakap invitation, clicked the link, and successfully logged in to activate their account.
- Non-Activated (Pending) Users: Employees who have been added to the system and assigned to groups (often via an automated HR User Sync), but have not yet completed the activation process or logged in for the first time.
Why the Numbers Differ
Depending on the specific export or view you are looking at, Speakap may filter out Non-Activated users.
- Platform UI (Groups/Network): The visual member count in a group or department typically displays the number of activated accounts. This only includes Activated users, showing you everyone who has access to that group.
- Data Exports: Many data exports and analytics reports pull data for Activated + Non-activated users. Non-Activated users have not yet generated platform activity or accepted the terms of service. Therefore, the export number will often be higher than the platform UI number.
How to Verify Activation Statuses
If you need to audit the exact numbers and see exactly who is missing from an export, you can verify user statuses in the Network Settings:
- Navigate to Network settings.
- Select Users.
- Use the export option to export your employee list with all users (activated and non-activated).
- Compare the number of "Active" users versus "Invited" or "Pending" users. The number of Active users should closely match your export data.