If one of your users has logged hours that you are not seeing on your end, there are three likely reasons for this:
Date Ranges - If the hours took place before your current service year, you won't see them unless you clear out/adjust the date filters on your dashboard.
Service Categories - If your user did not select a service category when creating the service log(s), then the hours will not be affiliated with your organization. Here is how the user can quickly fix that.
Duplicate Accounts - The user could have created an alternate account that is not linked to your organization. If this is the case, you can reach out to support@mobileserve.org and we can merge the accounts for you!