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Hours look wrong somewhere. Work through these in order – the first three explain most cases.

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Quick diagnosis

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1. Rounding changes the billable total

Your workspace can round billable duration up to the next increment. The tracked duration is never changed. Rounding produces a second, derived number used for billing. So a 7-minute entry under 15-minute rounding is still 7 minutes of tracked time and 15 minutes of billable time. That is why a billable total can be larger than the tracked total, and why the gap grows with the number of short entries. Check it: Settings → Time policies.
If a client questions an invoice total, rounding is usually the answer. Show them the tracked hours and the rounding rule side by side.

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2. A day boundary is in a different timezone

An hour tracked late at night can land on the previous or next day for someone reading it elsewhere. A person’s timezone comes from their work schedule, not from the workspace. This catches people out constantly. So two people in the same workspace on different schedules genuinely have different day boundaries, and that is correct. Check it: open the person’s schedule and confirm its timezone. See schedule timezones and dates, times and timezones.

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3. The time went to the wrong project

The hours exist. They are attributed somewhere else.
1

Find the entry

Open the person’s week in Timesheets, or filter time by that person for the date range.
2

Check the project and task on it

A timer started from the wrong task, or a manual entry saved against the last project used, is the usual cause.
3

Move it

Edit the entry and change the project or task. See edit a time entry.
Settled time refuses to move. If any of the time on a task has been submitted, approved or invoiced, moving the task to another project is blocked. The refusal tells you how many entries are in the way. Reopen or reassign that time first – nothing tracked is ever lost.
Two more places time hides:
  • An archived project. Its hours still count in reports, but the project is out of your active list. See archive a project.
  • Non-billable entries. They are tracked and they count toward a timesheet, but they never appear on an invoice. See billable vs non-billable.

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4. The time is locked

Once time moves past draft it stops being editable, on purpose. That is what makes a timesheet a record.

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What to do

An adjustment adds or subtracts hours on locked time without unlocking it. The original entries stay exactly as they were, which is what an audit needs.
Reopening is refused once any entry in the period has moved to locked or invoiced. That is not a bug – it protects a closed period and a sent invoice. Use an adjustment.
Also check the editing window. Your workspace can stop entries being changed after a set number of days. The message says “This entry is outside the editing window and can no longer be changed.”

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5. An old entry keeps its old rate

Every time entry captures its billing rate and cost rate at the moment it is created. Changing a rate later does not rewrite history. This is deliberate. An invoice you already sent must not change value because someone updated a rate three months later. So a report covering a rate change will legitimately show two different rates for the same person. See rate snapshots. If an entry picked up the wrong rate at creation, fix the rate and recreate the entry. There is no retroactive re-pricing.

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Which rate an entry picks

Most specific wins, in this order:
  1. Task rate
  2. Project-member rate
  3. The person’s default rate
  4. The client’s default rate
  5. The workspace default rate
See how rates are chosen.

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6. You cannot see that person

If someone’s hours are missing entirely rather than wrong, this is usually supervision scope, not a data problem. You may hold time.viewOthers and still only see the people your scope reaches. Ask a colleague with workspace scope to check the same view. If they see the hours, the data is fine and your reach is the issue.

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7. Two totals answering different questions

A timesheet total and a report total can differ for perfectly good reasons.

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Still not right?

1

Pin down one entry

Find a single entry whose value you can prove is wrong. One concrete case beats a total that is “about an hour out”.
2

Note the four facts

Who tracked it, the date, the project and the duration you expected.
3

Check it in two places

The person’s timesheet and a report over the same range. If they agree, the entry is what it is. If they disagree, note both numbers.
4

Send it in

See contact support.

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Common questions

No. Rounding only affects the billable figure. Tracked duration – what payroll and capacity read – stays exact.
You are reading it through different day boundaries. A person’s timezone comes from their work schedule. See schedule timezones.
Deleted entries go to Trash and are restorable for the retention period. See trash and restore.
Set an idle threshold so a forgotten timer prompts you. See time policies.
Either the period is closed, or the editing window has passed. The refusal message tells you which.
They are not. Archived projects stay in every report. Only the active list hides them.

Time policies

Rounding, editing windows and daily caps.

Rate snapshots

Why an old entry keeps its old rate.

Schedule timezones

Where a person’s day boundary comes from.

Adjustments

Correcting time that is already locked.

Edit a time entry

Fixing an entry while it is still a draft.

Timesheet problems

When the week itself is the problem.