Insights is updated from recorded activity. Because the iPhone app and Web refresh at different intervals, recent activity can appear in the iPhone app before it appears on Web.

Know what "live" means in Insights

Insights shows Live Visitors from recorded views in the last five minutes. While the screen is open, the iPhone app refreshes every five seconds and Web refreshes every 60 seconds. You can also pull down to refresh in the iPhone app.

Why a play may not appear

Web and the iPhone app delay a new playback session by 0.5 seconds so rapid track changes can be discarded before a play is recorded. A track opened and then skipped within that window can therefore show a view without a play.

Check the metric you are comparing

Totals count recorded view, play, or download sessions. Unique metrics group signed-in activity by account and anonymous activity by device. Activity by the item owner is excluded. Totals and unique metrics can therefore answer different questions.

Check the item and timeframe

Individual non-audio files do not show Plays. Folder Insights include activity recorded on the folder itself and on files or folders directly inside it; activity from nested folders does not roll up. Compare the same item, tab, and date range: 7D, 30D, 90D, or 1Y.

When to contact support

On Web, wait for the next automatic refresh, which runs every 60 seconds while Insights is open. In the iPhone app, pull down to refresh. If a metric still looks wrong after comparing the same item, tab, and date range, contact support with those details.