Question 1

How do I add a new associate or user to Traker?

Accepted Answer

Follow the steps below to add a new user in Traker:
 Navigate to Settings > User Admin
 Select Add User
 Enter the associate’s information
 Assign the appropriate permission group and unit access
 Save the user profile

Access to certain modules and reports is controlled by permission groups. If a user cannot access a feature after setup, verify their assigned permissions and unit visibility.

Question 2

Why can’t I see my unit or location?

Accepted Answer

This is usually caused by one of the following:

Your account has not been assigned to the unit
Your permission group limits visibility
Your session requires a refresh after recent updates
Your office or sector permissions are restricted

Try logging out and back in first. If the issue continues, contact support with your username, unit number, and a screenshot of the issue.

Question 3

Why does my inventory variance look incorrect?

Accepted Answer

Inventory variances are commonly caused by:

Counts entered into the wrong reporting period
Open periods not yet finalized
Date Shift adjustments
Missing invoices or delayed integrations
Products added or removed during the count cycle

Before escalating, confirm the reporting period, invoice completion status, and any Date Shift activity.

Question 4

What is Date Shift and when should I use it?

Accepted Answer

Date Shift allows operational activity to be reassigned to a different reporting day or period when business activity crosses operational cutoffs.

Common use cases include:
Overnight operations
Late deliveries
Orders received after reporting close
Operational alignment for inventory periods

Using Date Shift incorrectly can impact inventory variances, reporting accuracy, and financial period alignment.Traker Desktop Pro has full features and modules and is formatted for a desktop/laptop experience. Traker Mobile has specific features and modules and is formatted for an on-the-go mobile device experience. It does not contain Reports or Traker Admin Settings.

Question 5

Why didn’t my order transmit successfully?

Accepted Answer

Order transmission issues are typically related to:
 
Temporary integration interruptions
Supplier connectivity delays
 Duplicate submission attempts
 Invalid product or supplier mappings
 Order cutoff timing
 
 Before resubmitting, verify the order status and confirm whether the supplier received the order.

Question 6

Why are my Sysco invoices missing?

Accepted Answer

Invoice integrations may experience temporary sync delays.
 
 Common causes include:
Supplier processing delays
Incomplete invoice posting
Reporting period mismatches
Unit assignment issues
Integration interruptions

If invoices remain unavailable after the expected processing window, contact support with the invoice number, delivery date, and supplier details.

Question 7

How do Traker and Orbit work together?

Accepted Answer

Traker captures and organizes the operational activity that supports Orbit reporting.
Purchasing/receiving, inventory counts and transfers are completed in Traker, then used to support financial visibility, reconciliation, and period-end processes in Orbit.
Traker will help prepare Orbit entries and reduce manual entries by passing more information directly into the Orbit workflow.

Always confirm submissions and receipts are complete before relying on the data for reporting or close

Question 8

Why are products or suppliers missing?

Accepted Answer

Products or suppliers may be unavailable because:
The supplier is inactive
The product is not assigned to your MOG
Product uploads are still processing
Permissions restrict visibility

If products remain unavailable after refresh, verify supplier activation and unit assignments, and reach out to traker.support@compass-canada.com.

Question 9

Why are my reports different from previous periods?

Accepted Answer

Reporting differences are commonly caused by:
Open inventory periods
Delayed invoices
Date Shift adjustments
Updated product mappings
Late operational submissions

Always verify the reporting period selection and invoice completion status before escalating issues.

Question 10

What information should I provide when opening a support ticket?

Accepted Answer

Providing complete information helps reduce resolution time. Please include:
Unit number
Description of the issue
Screenshots
Supplier or invoice numbers
Reporting period
Exact error messages
Steps already attempted

Frequently asked questions