Why AI tool or Spend data might be missing for a person

When someone's AI tool data is missing from Span, it is rarely because they didn't use the tool. There are six separate places a person or a tool can drop out, and each has a different fix.

This article covers the AI Tool Spend report and the AI Tool Adoption (utilization) report. Where the two behave differently, that is called out.

Start here

Work down this list. The first "no" is usually the answer.

1. Can they see the report at all? If not, see section 1.

2. Does that tool report this kind of data? If not, see section 2.

3. Is the integration connected correctly? If not, see section 3.

4. Is their tool account mapped to their Span person? If not, see section 4.

5. Is their person record active and eligible? If not, see section 5.

6. Has the data had time to sync? See section 6.

If you only check one thing, check section 4. Unmatched accounts are the most common cause by a wide margin.

1. They can't see the report at all

If someone has no nav item for the report, this is a visibility problem, not a data problem.

AI Spend requires all three:

• The AI Spend report enabled for your organization

• Your organization marked ready for spend reporting

• The AI Spend permission on their role. Team Members see their own spend and that of people affiliated with them. Finance Admins see the whole organization.

Tool utilization requires:

• The AI tools adoption report enabled for your tenant. This is on by default, but an admin can switch it off.

• A connected VCS integration.

2. The tool doesn't report that kind of data

Not every tool reports spend, and not every tool reports usage. A person can be a heavy user of a tool that produces no spend row at all.

Plan tier matters for Copilot. Individual Copilot Pro seats are not visible to the organization API, so only Business and Enterprise plans report. Seats on an unrecognized plan type are dropped before pricing is applied.

Recent change to spend coverage. Spend now comes only from Cursor, Copilot and Claude Code Enterprise. Claude subscription plans (Pro, Max, Team) and Codex CLI no longer produce any spend. Gemini CLI now has no usage source either. If you are comparing against older reports or older help articles, this is the likely explanation for a drop.

3. The integration isn't set up, or is set up wrong

These failures are quiet. The integration looks connected and simply returns nothing.

If a whole tool shows no data for anyone, start here rather than with individual people.

4. Their account doesn't match their Span person

This is the most common cause. Span matches each tool on a different identifier, so someone can be matched correctly in one tool and invisible in another.

Unmatched spend is absent, not labelled. When spend can't be resolved to a person, it is still recorded but excluded from every chart, card and table. It is not grouped under "Unknown" or "Unassigned" anywhere in the report. This is the usual reason a Span organization total reads lower than the vendor's own console.

Things to check, in order:

1. Copilot has no email fallback. A missing GitHub username in People management is enough on its own to hide someone. Add the username to their person record.

2. Personal accounts. Someone signed in with a personal email or personal GitHub account that was never mapped will not appear at all.

3. Cursor events with no email are recorded under a placeholder handle and are filtered out the same way.

5. Their person record excludes them

Some people are filtered out by how their record is set up, regardless of tool activity.

• People who have left. When someone is marked inactive, their historical spend disappears from reports too, not just their new spend. If a past month's total changed without explanation, a departure is a likely cause.

• Contractors and service accounts. People recorded as non-employee, system or service account types are excluded from the people table entirely and can never appear in these reports.

• Adoption metrics apply extra filters. The utilization report counts only people flagged as developer contributors, excludes anyone marked out of office, and requires coding activity in the last 30 days. Someone can appear in spend but not in adoption for this reason.

6. The data hasn't synced yet

If an integration was connected recently, give it a full cycle before investigating further.

The spend pipeline itself runs every 2 hours on top of these.

Copilot history is the one to watch: GitHub only serves a rolling 28-day window, so there is very little history from before you connected the integration. That gap does not fill in later.

Still missing? Contact support

If you have worked through all six and the data is still absent, contact Span support with:

• The person's name and their account identifier in the tool (email or GitHub username)

• Which tool and which report

• The date range where you expect data

• What the vendor's own console shows for the same person and period