This article covers group member count discrepancies in Finalsite Group Manager, including why counts may appear incorrect and how to identify and resolve the issue.
💡 Quick answers
- Why does the member count look wrong? Counts sync on a delay after imports, manual additions, or role changes. Wait a few minutes and refresh the page.
- Why do total members and send-eligible members show different numbers? Inactive and unverified accounts are excluded from send-eligible counts, so the two totals will not always match.
- What if the count is still wrong after 30 minutes? Contact Finalsite Support with the group name and both the expected and displayed member counts.
In this article
Understanding the discrepancy
Group member counts in Finalsite Group Manager update on a delay, not in real time. After an import, a manual member addition (see Add members to a group), or a role change, the displayed count may not reflect the latest data immediately. In most cases, waiting a few minutes and refreshing the page resolves the discrepancy.
A second common source of confusion is the difference between total member counts and send-eligible member counts. These two figures measure different things, and it is expected for them to differ.
Troubleshoot a count discrepancy
Wait for the count to sync
When members are added through an import, added manually, or moved by a role change, the system queues those updates for processing. The count displayed in Group Manager reflects the most recently completed sync, which may be a few minutes behind the actual membership. Refresh the page after a few minutes to see the updated count.
Check the difference between total and send-eligible counts
Group Manager may show two different counts for the same group:
- Total members: all accounts in the group, regardless of account status.
- Send-eligible members: accounts that can receive messages. Inactive accounts and unverified accounts are excluded from this count.
If the discrepancy is between these two figures, the difference represents members whose account status prevents them from receiving messages. This behavior is expected and does not indicate a data error. Review the group's inactive and unverified accounts to confirm the gap aligns with their count.
Resolve a count that has not updated after 30 minutes
- Confirm the most recent change that should have affected the count, such as a completed import or a manual addition.
- Refresh Group Manager and verify that more than 30 minutes have passed since the change.
- If the count remains incorrect, contact Finalsite Support with the details listed in the section below.
Contact Finalsite Support
If the member count remains incorrect after waiting 30 minutes and refreshing, contact Finalsite Support. Include the following when submitting the request:
- The group name
- The expected member count
- The count currently displayed in Group Manager
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