Troubleshooting

Start here when something in Pivot doesn’t look right. Most questions come down to timing: each retailer publishes on its own timetable and revises recent figures, so a week that looks low is often still filling in.

A week is missing or looks low

• The latest week isn’t finished. The current week fills in as each day arrives, so the last bar is usually short and the cards compare it with a full week. Check again once the week is complete.
• The retailer hasn’t sent it yet. Each retailer has its own timetable. See When data arrives.
• Recent days are still being revised. Retailers add late sales to past days, so the last few weeks can still move up a little.
• Tesco, 24 November to 20 December 2024. Some of Tesco’s figures for these days are incomplete, and Tesco no longer lets them be fetched again.

A retailer’s data is late

Look up the retailer in When data arrives to see when its figures usually reach Pivot. Delays nearly always start with the retailer: it published late, or its own system had a problem. If a retailer is still behind a day after its usual time, email finance@wfl.co.uk.

I see “Pending approval”

Your account is set up but we haven’t approved it yet. The page is headed Registration Pending.

• Choose Refresh Status to check again. Once you’re approved, Pivot takes you straight in, and we’ll email you.
• If you see Verify Your Email first, open the link in the email we sent you, then choose Check Status. Resend Verification Email sends it again.
• If you were invited, sign up with the same email address the invitation went to.

If you’ve been waiting a while, email finance@wfl.co.uk with your name, your work email and your brand. See Signing in for the full first sign-in.

A page I expected isn’t in the menu

• The retailer isn’t in the menu. The menu lists only the retailers that sell your brand. If one is missing, email us.
• The retailer doesn’t have that page. Each retailer has only the pages its data supports. Retailers without store-level data have no store pages, and Wastage appears only for retailers that send wastage. See Which retailers have it for an example.
• You’re in the wrong section. EPOS and WFL Sales are separate sections in the top bar. If EPOS shows Request Trial or Not licensed, your account doesn’t include EPOS for that brand yet: email us.
• You look after more than one brand. The menu follows the brand you’ve picked. Choose Switch Brand from the menu in the top bar to change it.

Search (Ctrl K, or ⌘K on a Mac) finds the same pages the menu shows, so it won’t find one the menu has left out.

The numbers don’t match the retailer’s own portal

Small differences are normal. The usual reasons:

• Weeks are defined differently. Pivot’s weeks run Monday to Sunday and are labelled with the Monday. Asda’s own week runs Saturday to Friday, so a single Asda week won’t match, although longer periods come close. Waitrose weeks keep Waitrose’s Sunday to Saturday and are shown against the Monday. Week numbers differ too: Yearly Sales uses ISO week numbers, and Tesco’s year starts in late February or early March.
• Recent days get revised. The first figures for a day are often provisional. The retailer adds late sales over the following weeks, and Pivot catches up, so for the latest weeks the portal can be a little ahead of Pivot, or behind it.
• The portal has a newer day. A day the retailer has only just published may not be in Pivot yet. See When data arrives.
• VAT. Pivot shows revenue as each retailer reports it. Holland & Barrett’s is excluding VAT and Ocado’s is including VAT.
• Units, not cases. Pivot counts single units. If the portal shows cases, multiply by the case size before you compare.
• What’s counted. Pivot’s Morrisons sales add stores, online and wholesale together, and wholesale has units but no £. A new SKU appears once it’s linked to your brand in Pivot, so if one is missing, email us.

I can’t sign in

Pivot uses your email address and password. There’s no Google or Microsoft sign-in. If you’ve forgotten your password, choose Forgot password? on the sign-in page: see Signing in.

If Pivot shows Account Locked, email finance@wfl.co.uk and we’ll look into it.