FAQ & Troubleshooting

Should my retainer be fixed fee or time & materials?

It depends on how the customer pays — a fixed invoice per period is fixed fee, an invoice computed from hours and billable expenses is T&M. Full decision guide: Modeling retainers.

“My numbers look wrong”

Nine times out of ten it’s one of these, in this order:

1. Stale sync — check when the last sync ran; click Sync now and re-check.
2. Missing rates — if revenue or cost shows $0 (or looks too low), someone probably has no billable/cost rate set. Check People.
3. Billable mode mismatch — if billable hours look too low, your team may not be setting the billable flag in ClickUp. Either coach the habit, or switch Company Settings → Billable time to “All client time”.
4. Time outside client locations — hours tracked in ClickUp places not mapped to any client don’t count toward client reports. Time Review helps you spot them.
5. Date range — you and a colleague may simply be looking at different date ranges.

“A team member shows as unlinked / their time isn’t connected to their login”

Their app sign-in email doesn’t match their ClickUp email. The link is made automatically by matching emails on each sync. Invite them at their ClickUp address (or update the email in ClickUp), then run a sync.

“Someone new joined our ClickUp — when do they appear?”

After the next sync. If your plan’s team-member cap is full, they won’t be tracked until you upgrade or free a slot.

“Sync keeps failing”

One failed sync fixes itself on the next run. If it fails repeatedly (status stuck on error), use Report Issue — include roughly when it started.

“Can I export my data?”

CSV/PDF exports are available on Pro and above.

“Does ZenPilot Reports ever change my ClickUp data?”

No. Read-only, always. Every fix to time entries happens in ClickUp, and syncs bring the corrections over.

“I found a bug / something looks off”

Use the Report Issue button at the bottom of the sidebar — it opens a short form that goes straight to our team. A screenshot plus the page you were on is the fastest route to a fix.

“How do I get more help?”

Ask through Report Issue (it’s for questions too) or email your ZenPilot contact directly. During beta you’re talking straight to the people who build the product — expect fast answers.