# Data or a score is missing

Find out why an account, a message, a meeting or a score you expected is not in Justwon, and what to change.

## Check that the connection is reading

Open **Integrations** and the **Connected** tab. If the connection says **Reading**, the first read is not finished. If it says **Paused**, **Failing** or **Stopped**, see [a connection that is stuck](https://justwon.ai/docs/troubleshooting/connection-stuck).

Open the connection and its **Sources** tab. It lists what Justwon has read from that tool. If the list says **Nothing read yet**, nothing has arrived. If the list has entries, the data is in Justwon and the cause is one of the reasons below.

For one account, the list of sources read on that account is on its page under **Accounts**.

## Reasons something is missing

### It is older than the first read goes back

An old email, ticket, message or deal that is not in Justwon is often older than the period the first read covers. The first read of a connection covers a set period, so older records are not read. Later reads pick up changes.

| Tool | The first read covers |
| --- | --- |
| HubSpot | Companies, contacts, emails, calls, meetings and notes last modified in the last two years. All deals. |
| Slack | Each chosen channel, twelve months back. |
| Zendesk | Tickets updated in the last seven years. |
| Intercom | Companies, contacts, conversations and tickets updated in the last two years. |
| Microsoft Teams | The whole history of each chosen channel. |

### It is in a channel, folder or record type you did not choose

For Slack, Microsoft Teams and HubSpot, Justwon reads only what you selected on the **Configuration** tab, under **What Justwon may read**. Open the connection, tick the missing channel or kind of record and save. For Slack, only public channels can be chosen.

### Reading is paused

The **Configuration** tab has a switch called **Pause reading**. It says: "Nothing new is read while this is on. What was already read stays." Turn it off to read again.

### The mailbox or calendar keeps only what involves your customers

A personal connection keeps a message or an event only when it involves one of your customers' accounts: their domain, or a known contact's address. Everything else is dropped before it is stored. A new account or contact starts to count from the moment it exists in Justwon, and Justwon looks back over what the connection reads.

Outlook mail reads the Inbox and Sent Items only, so a message in Archive, Deleted Items or a custom folder is not read. Automated and bulk mail is dropped. For calendars, events marked free or out of office, cancelled events, focus time, events with no guests and personal reminders are left out. See [Connect Microsoft](https://justwon.ai/docs/connect/microsoft).

### You are not allowed to see its source

When a connection respects the other tool's permissions, only people who can see something in that tool can see the evidence drawn from it. You may see that a value rests on sources you cannot open. A value can read "Hidden: based on sources you can't open", and a list of evidence can say that there are more sources you cannot open. An owner or an admin can change this on the connection's **Configuration** tab, with the switch whose name starts with **Respect** and ends with **permissions**.

### A person is not matched to a team member

Justwon discovers the people in a tool as it reads. Open the connection's **User mapping** tab. A person marked **Not matched yet** is not linked to a team member. The tab explains: "Evidence from an unmatched row still counts for the account, not for a person." Select **Match everyone by email** to match by email address.

### What counts is set differently from what you expect

Justwon decides what a won deal, a customer, an open ticket or an unpaid invoice is by rules. If an account does not appear as a customer, or a deal is not counted as won, open the connection's **Data mapping** tab and read the rule under **What counts**. A rule can be changed there by an admin.

### A source was deleted

A source that someone deleted from the **Sources** tab is removed for everyone in the workspace, along with the evidence Justwon drew from it. The original in the other tool is not touched.

## A score says "Not scored yet"

Health, churn risk and assessments are scored while the agents are on. Under **Settings**, on the **Agents** tab, check that the level is not **Off**. A new account is also scored only after its sources have been read. See [where an answer comes from](https://justwon.ai/docs/how-it-works/where-an-answer-comes-from).

## The Inbox is empty

The **Inbox** says: "Your cards for the day land here each morning. They fill in once a source is connected and has been read." If it is empty, check that a source is connected and that its first read has finished.

## Still missing

Write to support@justwon.ai. Say which tool, which account and what you expected to see.