Summary: Sometimes the user count you see in the Speakap interface does not match the numbers in a downloaded CSV or Excel export. This article explains why this happens (activated versus pending users) and how to audit and reconcile your user list.
1. The core issue: mismatched user counts
You may notice that user metrics shown inside the platform do not always match the rows in a downloaded CSV or Excel sheet.
- Example: A Business Unit shows 100 members inside the application, but a downloaded export contains 125 users.
This is not a bug or a sign of missing data. It comes down to how different features filter user account activation statuses.
2. Understanding user activation statuses
It helps to look at how the user list is divided:
- Activated users: Employees who received their Speakap invitation email or login details, clicked the activation link, and successfully logged in for the first time.
- Non-activated (pending) users: Employees who have been added to the system and assigned to their groups (often automatically via an HR User Sync integration) but have not yet completed their onboarding or signed in.
3. Why the numbers differ
The difference exists because the platform interface and the various reports serve different purposes:
- Platform interface (groups and networks): The user count shown in a live group or department typically centers on activated accounts. It shows you exactly who can actively view or engage with that group's Feed.
- Data exports and analytics: Many data exports and analytics reports combine activated and non-activated users. Because pending users have not yet generated platform activity, completed their profiles, or accepted the terms of service, they shift the numbers. Depending on the report type, including these users can make the export row count look higher, while strictly activity-based reports can make it look lower.
4. How to verify and reconcile user statuses
If you want to audit your user list and see exactly which accounts explain the difference, export a full status overview:
- Go to Network settings.
- Select Users from the menu.
- Use the built-in export option to generate a complete employee spreadsheet containing all records (both activated and non-activated).
- Filter and compare the profiles marked "Active" against those flagged as "Invited" or "Pending". Your live platform counts should closely match the "Active" user column.
Still stuck?
Email us at support@speakap.com with your network name, the group or report where the numbers differ, and the export file, and we'll help you out.