> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bindbee.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Find a Missing Record

> Find why a record you expected never arrived.

A record the customer can see in their HRIS is absent from Bindbee. The steps run cheapest first.

<Info>
  **Before you start**

  * You have something identifying the record: a name, work email, employee number, or the source system's own ID.
</Info>

## Steps

<Steps>
  <Step title="Rule out your own filters">
    Fetch without filters and search the result before anything else.

    The usual culprits: an `employment_status` filter excluding a status you didn't expect, a `modified_after` watermark from a run that already consumed the record, or a page walk that terminated early. See [Pagination](/api-reference/basics/pagination).

    **Result:** You know whether the record is absent or filtered out.
  </Step>

  <Step title="Check the sync ran after the record was created">
    A record created upstream after the last sync doesn't exist in Bindbee yet - see [Sync status](/guides/troubleshooting/sync-status).

    On a Development connector nothing syncs until you trigger it.

    **Result:** You know whether the data has had a chance to arrive.
  </Step>

  <Step title="Read the model's status on the last run">
    Read the run's per-model breakdown. The status on the model you're missing is the answer.

    | Model status  | Why the record is absent                                         |
    | ------------- | ---------------------------------------------------------------- |
    | Skipped       | The model is switched off in [scoping](/get-started/scoping)     |
    | Not Supported | Bindbee doesn't unify this model for this integration yet        |
    | Pending       | The run hasn't reached this model yet                            |
    | Failed        | The model errored - see [Errors](/guides/troubleshooting/errors) |
    | Synced        | A related model failed on the same run                           |

    **Result:** You know whether the model was loaded. Skipped and Not Supported settle it here.
  </Step>

  <Step title="Check permission">
    Many platforms answer a credentials gap with a filtered set, so a whole category of records goes silently absent.

    The signature is a model returning consistently fewer records than expected - see [Origin-system errors](/guides/troubleshooting/errors#origin-system-errors).

    **Result:** You know whether the source system is withholding the record.
  </Step>

  <Step title="Check whether it's excluded upstream">
    The record may not be returned by the source system's API at all: outside the scope of the report the integration reads, in a status the source excludes, or in a legal entity the credentials don't cover.

    Query the source system directly through [Passthrough](/guides/extending/passthrough) to confirm whether their API returns it.

    **Result:** A definitive answer about where the record stops.
  </Step>

  <Step title="Check the logs">
    For a record that should have synced, the logs hold the request Bindbee made for that model and whatever the source system returned. See [Logs](/guides/troubleshooting/logs).

    **Result:** Either the upstream response explaining the absence, or confirmation that Bindbee never requested it.
  </Step>
</Steps>

## Records that were there and disappeared

**Terminated employees.** They stay in the response with a terminal status on most platforms. Where they vanish entirely, the source excludes terminated records from its API.

**Identifier changes.** If the source reissued the record's identifier, it may now be present under a different Bindbee `id` - see [Duplicate records](/guides/troubleshooting/duplicate-records).

**File-based connectors.** The file carries only what the customer's export was set up to include, so a record you expect may never have been in it. Check the export's scope with them before treating it as a sync problem.

## Frequently Asked Questions

<AccordionGroup>
  <Accordion title="The record appears in raw_data but not the unified response">
    It synced but didn't map to a unified record: a required field the unified model needs is absent upstream. Report it with the connector ID and the raw payload.
  </Accordion>

  <Accordion title="It appears for one connector and not another at the same company">
    Connectors are independent, and credentials differ in the populations they cover.
  </Accordion>

  <Accordion title="It's missing from a related model only">
    Models sync independently. An employee can exist while their employment or benefit records don't.
  </Accordion>

  <Accordion title="Counts are close but not exact">
    That's reconciliation rather than a missing record - see [Record counts](/guides/troubleshooting/record-counts).
  </Accordion>
</AccordionGroup>

## Related

* [Sync status](/guides/troubleshooting/sync-status) - the per-model breakdown that answers most of these
* [Duplicate records](/guides/troubleshooting/duplicate-records) - when a record appears twice instead of not at all
* [Scoping](/get-started/scoping) - the reasons data is absent with no error