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Why does my payment total look incorrect?

Payment totals can look off if items are pending, data hasn’t refreshed, or you’re viewing the wrong company or time range.

Purpose

This article helps you understand why your payment total may not match what you expect. It walks through the most common causes and how to quickly verify your numbers.

When To Use This

  • Your bonus or payment total looks lower or higher than expected.
  • A bonus shows on a ProPay but not in your total.
  • Your total changed from yesterday or last week.
  • You want to double-check that everything is counted correctly.

Before You Start

  • You must be logged into the Protiv worker app.
  • You should have access to your Profile and bonus history.

Quick Path 

  1. Refresh the app.

  2. Confirm you’re viewing the correct company.

  3. Check all payment sections: On Hold, In Process, and Paid.

  4. Make sure you’re comparing the same date range.

Step-by-Step Instructions

Step 1 — Refresh the app

The app caches data for short periods to stay fast. This can cause totals to look outdated.

  • Pull down to refresh the screen.
  • Switch tabs, then come back.
  • Close and reopen the app if needed.
  • Refreshing often fixes missing or incorrect totals.

Step 2 — Confirm you’re in the right company

If you work for more than one company, payments only show for the selected organization.

  • Go to Profile.
  • Check Current Organization.
  • Switch companies if needed.

If you’re in the wrong company, payments will not appear.

Step 3 — Check all payment categories

Your payment total is made up of three sections. You need to review all of them to see the full picture.

  • Items On Hold
    Bonuses waiting for approval.

  • In Process Bonuses
    Bonuses that are approved but still processing.

  • Paid Bonuses
    Bonuses that have already been paid.

If something is still on hold or in process, it won’t show in your paid total yet.

Step 4 — Wait for payments to finish loading

Slow connections or switching screens too fast can cause incomplete totals.

  • Let the screen fully load.
  • Check your internet connection.
  • Refresh if numbers seem partial.

Step 5 — Check the date range

Some screens show different time periods.

  • Look for labels like This Month or All Time.
  • Make sure you’re comparing the same date range across screens.

Different time ranges will show different totals.

Step 6 — Verify your total manually

If needed, you can double-check everything.

  1. Go to Profile.

  2. Open your Bonus Earnings Summary.

  3. Review:

    • Items On Hold

    • In Process Bonuses

    • Paid Bonuses

  4. Refresh the screen.

  5. Confirm the correct organization.

Adding all three sections together should explain your total.

Examples

  • A bonus shows on a ProPay but not in Paid Bonuses because it’s still on hold.
  • Your total looks smaller because you’re viewing This Month instead of All Time.
  • Payments disappear when you’re accidentally switched to another company.

Common Mistakes & How To Fix Them

  • Bonus missing from total: Check Items On Hold or In Process.
  • Total changed from last week: Check the date range.
  • No payments showing at all: Confirm the correct company is selected.
  • Numbers look frozen: Refresh or restart the app.